VideoSlots – Complaint about ‘Source of Funds’ + refund
Resolved - Videoslots inform us that this player's issue has been resolved. The player is non-responsive to our requests for an update on the situation so we assume that they have been paid and are happy.
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3 weeks ago, I was asked to fill out a 'Source of funds' document, in order to comply with casino regulations and money laundering concerns. I duly filled it in and stated that the source of my funds came from Savings in a Halifax Isa, which were mentioned in the form and sent back to Videoslots casino. Two weeks ago I received an email asking me to send documentation in which I duly did. I sent in my Halifax ISA savings certificate, as well as my Halifax Bank Statement, and also my Barclays Bank statement (with whom the majority of these transactions were made through after transferring money from Halifax to Barclays). Here is a email transcript with the incident number I sent them April 26 2018
Dear Sir/Madam#[SUPPORT ~IKM-142-45091]: Source of Wealth Proof
As a regular customer on Videoslots, of which I have deposited large sums of money over the following months, I find it hard to believe that I am being treated like a criminal here.
If you look on the original 'Source of Wealth' document, which was completed and sent to you a couple of weeks back, it states that the source of my funds came from mySavings account ISA Halifax, monies which were transferred from Halifax to Barclays in order to deposit on my Barclays card.
If you require proof of this, I will submit a copy of my Barclays bank statement detailing all of the Bank Transfers from Halifax Bank to Barclays, which were subsequently deposited on Videoslots.
I feel, that you as a company have not really studied the original source of wealth declaration which was filled in by me a few weeks ago, so please go back and study it. You will, as I said, find that all the details are correct, and I am in no way misleading you. When I receive a copy of my Barclays statement, I will forward this to you with all the relevant transactions and Bank Transfers, in order to satisfy your requirements.
I feel that in this instance some sort of compensation is due to me for all of this unnecessary delay'
Since then I have sent them several more email, none of which they have replied to. Their customer service is atrocious. I have no way of depositing or withdrawing. Every time I send them these docs, they are rejected. Therefore I would like all my original deposits back from them.
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