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Videoslots - missing deposit using Gigadat

Ruling

Resolved - Videoslots Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Videoslots Casino Review.

Player's Complaint

On April 1st 2021 I tried depositing $200.00 CAD into my account at videoslots by Gigadat E-transfer. When I hit the button to send this transfer I instantly received notification in my email that it was accepted by videoslots. I then went back to videoslots on the page with Gigadat instructions and I hit the button at the bottom of page that said return to merchant. When I did this I received a page that said deposit failed and the Money never showed up in my videoslots account or my bank. Since that day videoslots has been telling me they have sent out a email to Gigadat and are awaiting there response and just on April 15 videoslots emailed me saying that the provider Gigadat says the deposit failed so it will automatically go into my bank. This is a complete lie from videoslots because Gigadat has told me multiple times that the money is in videoslots account and they accepted it. After I was told by Videoslots that Gigadat told them it's coming back to my bank I instantly sent Gigadat solutions an email asking about this. Gigadat responded to my email within minutes after I had sent them an email asking what is going on and why did they tell videoslots it's coming back to my bank account when they had already given me evidence that it is in Videoslots account and been accepted and Gigadat told me that videoslots has never even reached out to them and they never spoke to videoslots. I have multiple emails from Videoslots claiming to wait on Gigadat response for 2 weeks while I speak back and forth to Gigadat easily and within minutes from sending an email. I knew then that videoslots was playing a game. It's when videoslots emailed me April 15 to tell me as per provider that my money will automatically be put in my bank that I emailed Gigadat once again and got there response that videoslots is lying. Videoslots has my money and I have given them a gigantic amount of proof so they can resolve this but still today I get excuses and lies. Please help me with this as I'm becoming tired of dealing with them. It's a constant back and forth of lies they give me. I'll post below the information on the transaction and also the emails from Videoslots and Gigadat that should be of most important. I also have multiple emails from April 1st til today claiming they are speaking to Gigadat or waiting on there response which I've confirmed to be untrue multiple times. Gigadat has always responded to me within under 30 minutes. Can you please help me get back my missing deposit that videoslots holds... Thank you.

Gigadat Transaction information

Order ID 100066001A525080182

ID that was entered in message box by me when sending: f75c949

Reference Number: CAccZwqn

Amount: $200.00 CAD

my Email: [email protected]

Email 1

(Videoslots)

Apr 8, 2021, 5:05 GMT 2

Hi there.

Hope you are well.

We would like to thank you for contacting us.

As per checking your account, the case is already forwarded to the team, and they had contacted the payment provider too.

Now we are currently waiting for a reply from the payment provider. Please kindly bear with us.

In the meantime, if you have any other questions or concerns, please feel free to contact us at any time.

Best regards,

Email 2

(Videoslots)

Apr 15, 2021, 11:16 GMT 2

Hello [EDIT]

I hope you are well

I am writing to you with regard to your missing deposit. Please be advised as per the provider the deposits were failed and you should get the funds back in your bank account.

If you require any further assistance please do not hesitate to contact us.

Kind Regards

Email 3

from Gigadat

Thu 2021-04-15 4:45 PM

Hi [EDIT],

Apologies that you were mistakenly redirected, as the Merchant is expected to escalate such matters internally, and contact us directly if needed to confirm the final status of disputed transactions.

There is no sign of any contact from the Merchant involving either this transaction ID or e-Transfer Reference Number, so I am not sure why they are claiming this is "per the provider", as we have not been consulted.

Transaction number 100066001A525080182 is actually marked as SUCCESS from our end, in relation to the noted e-Transfer, Reference CAccZwqn :

Videoslots

200.00 CAD

100066001A525080182

SUCCESS (ETI:f75c949)

01-04-2021 22:31:32

Please contact the Merchant's Support with this information, and request SPECIFICALLY they involve their Payments Team or even Management(if necessary) to investigate and properly follow up if the funds have not been issued.

Regards,

| Gigadat Inc

Client Service Specialist

Read the casino review

6 Responses

User icon
ThePOGG
April 18, 2021

Hi greatjay - welcome to ThePOGG.com!

Have you provided the email from Gigadat dated the 15/04 to Videoslots?

Thanks,

ThePOGG

User icon
GreatJay
April 19, 2021

Yes I have. I actually have given them the email a few times.

User icon
GreatJay
April 19, 2021

I should also add that support at videoslots did say they have sent the information to the proper department to once again be reviewed. But the problem is that they somehow imagined Gigadat communicating with them and resulted in no action and therefore no money being returned to me. Support says that it must of been an error on part of financing department but I don't understand how they make an error of imagining Gigadat saying something or for that matter even having any communication with them. Since April 1st I have been told they emailed or reached out to Gigadat and await there confirmation. Then just a few days ago they stated as per the provider the deposits were failed and you should get the funds back in your bank account. This got me to email Gigadat which I then received there response saying this conversation didn't happen. I did send this email to videoslots as soon as I received it and still no response from financing department on this matter.

User icon
thepogg
May 9, 2021

Hi GreatJay,

Videoslots inform us that this issue has been resolved. Can you confirm?

Thanks,

ThePOGG

User icon
thepogg
May 16, 2021

Hi GreatJay,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 22, 2021

Hi GreatJay,

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

GreatJay 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 18, 2021

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