VideoSlots – Winnings Voided
Resolved - On review, VideoSlots casino have reversed their decision and have paid this player in full.
Read our VideoSlots Casino Review.
I joined Videoslots a few weeks ago, and immediately was prompted to send in ID and proof of address. The first proof of address was rejected so I got something more recent and this was accepted. I then deposited £200 using Skrill. At that point I was prompted to upload a screenshot of my Skrill account which I did and this was also accepted.
They have a joining bonus of up to £200, which is added in chunks of £20 for every £400 you wager. So I decided to have a go at the wagering. I did pretty well and completed most of the wagering mid-week, but then left it till the weekend to finish it off.
The slot I was using was called Cinema Classics; it was the top slot on site at the time and I enjoyed playing it. However when I went back to finish the wagering the game would not allow me to wager, saying it was ineligible for the bonus. I thought okay, and tried a couple more until I found one (Bloodsuckers) that worked. This was also a ‘top played’ slot.
I finished the wagering and had a series of really good wins, and also a £10 cash reward from the casino. At this point my balance was £997, so great I thought, and withdrew it!
A few days passed with nothing so I asked them why it hadn’t been processed, and they said they required a phone call verification. I said this was fine and gave them my number to call. An hour later and no phone call; I went back on live chat and the person said they called, but somebody else answered and they wanted an explanation. The live chat agent took a pretty aggressive tone with this.
However in the original live chat conversation I’d given them the correct amendment so they were able to phone me. However the live chat agent said it was against their terms and conditions and would have to go back to the security team.
A few days later I was told my account was closed because I breached terms and conditions. I would like to re-iterate the only thing I’m guilty of is not giving my correct phone number. My phone number is private and I already dislike the way my information is shared, so I was not happy to give it to a casino as well. However, when they said they would need it I did immediately tell them on live chat.
They tried to withhold my deposit as well, but I argued the case and they returned my deposit. At this point I asked for a settlement of the winnings, because I won them completely fair and square. Confiscating £797 of winnings because I put a digit wrong in my phone number (as is common) seems extremely heavy handed.
I offered them to partially settle my winnings, and in exchange I would not go to an independent mediator and potentially negatively impact their rating (which was very high, this is why I joined). However they rejected this, and so here I am emailing this to you.
So to summarise, I joined and complied with all their verification requests, I won £797 and was delighted with this, and then had it withheld for changing a phone digit (as well as my deposit). I only got my deposit back because I kicked up a fuss.
I’m seeking the full payment of my legitimate winnings, in exchange for not dragging their reputation through the mud. I don’t feel it’s an unreasonable request, but if they’re the kind of company who would take £800 of my winnings because of an incorrect phone number which I had a good reason for doing, then I want people to know that so that they don’t sign up as I did.
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