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Videoslots - Delay Payout

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Videoslots Casino Review.

Player's Complaint

Numerous uploads of my documents into their Casino, I was finally verified, I ran into too many losing games and no scatters, I decided to take a break by closing my account.

Coming up to 2 weeks, I contacted live chat, asked what happened to my withdraws, the Agent said "we paid you", I informed the Agent I never received not one withdraw, Agent replied, we will look into, but we need your bank statement from March 17th to the 31st showing you have not receive, I did so, They sent an email saying its not clear, must be a PDF, then, Hi [EDIT]! I hope you are well

Could you confirm which withdrawals you are referring to? D you mean all of the withdrawals you have made, one from the 17th, two from the 20th, and one from the 22nd?

Kindly provide us with a PDF bank statement, from the 17th until this day, so our payments team can further investigate. Kindly attach it to this email.

Thank you in advance!

Kind Regards another email, Hi [EDIT],

Hope this email finds you well.

Each withdrawal requested on your account has been approved from our end, therefore paid out. Unfortunately, withdrawals do get stuck sometimes and in such cases the payment provider requires PDF-file bank statement from the date of withdrawal till present day as proof that the withdrawal hasn't landed. This is to prevent double payments. I sent the documents shading out my private info, then another email saying, Dear [EDIT],

Hope to find you well.

We apologize for the inconvenience and we are very sorry to hear that you feel frustrated about the situation.

Kindly understand that it is a standard and necessary procedure to provide the payment provider with valid bank statements in order to open an investigation.

The acceptable document is a PDF files of the bank statement that you might directly download from your online banking and upload here. Once provided well be able to better help you.

Thanks for your understanding and cooperation.

Best Regards. Again, I advised, I have private info on my bank statement, I sent a clear picture from my camera, blanked out the privet info and left the deposits into my account visible and next time I will file a complaint. Another email, Hello there,

Thank you for your reply. We hope this email finds you well and everything is good.

Rest assured, the information you send to us will be kept strictly confidential and stored securely. Site security and your account privacy are of paramount importance to us.

Kindly understand that it is a standard and necessary procedure to provide the payment provider with valid bank statements in order to open an investigation.

The acceptable document is a PDF files of the bank statement that you might directly download from your online banking and upload here. Once provided well be able to better help you.

Thanks for your understanding and cooperation.

Best regards,

Why should I have to send my private info to a company that I don't know what they will do with it.

Read the casino review

3 Responses

User icon
ThePOGG
April 16, 2021

Hi casinoguy - welcome back.

The operator is requesting a pdf from your bank as it is not possible to edit a file of this format.

You will need to provide this if you wish the operator to look into the matter further for you.

Thanks,

ThePOGG

User icon
thepogg
May 15, 2021

Hi casinoguy,

Have you provided the requested pdf?

Thanks,

ThePOGG

User icon
thepogg
May 22, 2021

Hi casinoguy,

If we haven't heard from you by Friday the 4th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

CasinoGuy consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Videoslots
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Videoslots Limited

April 16, 2021

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