Videoslots— player complaints: 37 in English

Let me open an account even though I'm registered with gamstop. Very corrupt people. I'm taking them to the claims court. And information from the manager Debbie Carter at the gambling commission informed me they will possibly be fined for breach of contract.

I’m actually very surprised I have been asked to review this casino at this point. They allowed me to deposit thousands and decide to conduct extensive ‘due diligence’ when I try to make a withdrawal. I have complied with every single document request because i am not doing anything wrong and have n

Back on break for me impossible.to.build. tomany no win spins and poor bonuses when you finally get one. Jackpotsnever happen. Shame its usually a.good site and would.give 5 stars but rtp must be.low. such a pity.

Hi, <br> <br> I have a problem with betslips on videoslots and im missing ~60euros from my account. <br> <br> It all happended on 17th february when I tried to place bets, got info that bets are rejected but money from my account is gone. <br> <br> Everytime when I go to live chat to see what is going on I get the same response that they are workinflg on it and they cant give me exactly a timeframe when it will be solved. <br> <br> Its been 13 days since problem happened and I havent seen a single euro still returned to me. <br> <br> Username on vs &lt;snip&gt;<br> <br> <br> Can you help me <a href="https://www.casinomeister.com/forums/members/48748/" class="username" data-xf-init="member-tooltip" data-user-id="48748" data-username="@Team.Videoslots" id="js-XFUniqueId5">@Team.Videoslots</a>

On October 30, I wanted to make a withdrawal from my casino account. There was a technical error message saying withdrawals were disabled. I went to the chat and they asked me to try other browsers. I tried other browsers, but the problem was the same. The person I spoke to told me that their technical department was fixing the problem. He offered to lock my account to prevent me from being tempted to gamble and lose my withdrawal. I thanked him for offering it to me but that it was not necessary. The next day, as the problem was not resolved, I locked my account for 24 hours. 36 hours later, my account was still locked, I went on the chat and they asked me the usual questions to verify that I did not have a gambling problem. After answering, the person told me said he was sending my request for my account to be unlocked. Since I have no news, when I have free time, I go to the chat to get some. I always get the same answer, they are still working on the problem. They confirmed to me that the problem was technical, that my $1000 was safe and that I would have my money as soon as it was fixed. I have the impression that I am being lied to, that they are deliberately stretching the deadlines. how can a technical problem take so long to resolve? on November 10, I requested that they manually proceed with my withdrawal. they asked me if i prefer bank transfer or muchbetter i asked for bank transfer. The next day, as I had not received anything, I returned to the chat and they asked me if I accepted the money being sent to me via Muchbetter, I accepted. it's November 19 and I haven't received anything yet, on the chat, I still get the same answer, "technical problem". Can you help me get my money? Thanks in advance. If necessary, I can send you the transcript of all the chats

Here is my complaint the biggest one so far. Ive excluded myself 2017, 2018 2020 from this website. yet they manage to lure me back in. they are claiming that I've used different details which isn't true and they have not responded properly to my claims. I have taken a lot of time to this and I want my money back. First I email them in 2018 telling them to exclude me forever, including all info and such needed - my personal identification number all my email addresses and what not. to this email they answer - oh yes you are already excluded since 2017. this is an ongoing situation which completely ruined my life. this website has had me gambling three times since then loosing all I had. I feel as if they should take some social responsibility and also just pay me back.

Was requested SOW after trying to withdraw $2652.48 in April, 2022 which agreed and uploaded them online via chat support. After waiting a week without any updates I contacted support who then notified me that my banking activities for the months of January, February, March were needed which I agreed to and uploaded the information requested by me via online chat support. Again waiting a week without hearing back from the payment and risk analyst department who was reviewing my SOW I once more contacted in game support inquiring any updates. Chat again advise me that they required details to specific transactions that I felt was irrelevant and expressed to chat that I felt like personal information was being violated due to frustration I logged out. After cooling down I attempted to log in but was locked out of my account. A few days later I received an email advising me that my account will be restricted until the responsible gaming department contacts me. After two weeks I was contacted by the above mentioned team and agreed to a self seclusion. After two weeks I had sent a demand letter regarding payment for the remaining balance in my account. Since June 29, 2022 I’ve been waiting for the payments team to find the solution to the ongoing manual failed attempts to the bank information I have on file that I have in the past successfully made withdrawals into over the 2.5 years of my account with Videoslots. I don’t know what else I could do and it’s almost going on five months stressfully dealing with my cash out.

I fairly won 700.00 on the shadow order tried to withdraw all but it was disapproved.. I spoke to CS who said they had a backlog but offered no further information or time frames for resolve. The money was credited back to my player account so i tried 2 smaller withdrawals thinking this may be the issue ... again 2 amounts of 200 and 500 were pending for over 24hrs again spoke to CS again told there was a backlog ... no further explanation given. Another day and again spoke to CS was told that another department were dealing with it but that also my account was now locked I was offered no reason for this and was told I would receive an email ... another 24hrscanx no communication from other said department. Again spoke to cs to be told thst it was being looked at and was made yo feel I had done something wrong as was told theh were not allowed to give me any information on live chat due to investigation.... what investigation .. for what ... been playing on her for some 2 to 3 years with very few issues jow they refuse to release me winnings please can you help

Account blocked due to an apparent charge back when i asked for proof they could not provide any. My account has been playblocked and my funds witheld for over a month of back amd fourth between customer service

Videoslots is blatantly refusing to honour the results and award payouts for at least EIGHT Monday Frenzy freeroll battles. Attempts to discuss this Videoslots has resulted in nothing but feigned ignorance and a refusal to admit that there even is an issue. I have screen shots but I am unable to provide them here as you do not make allowances for adding them

Hello can you help me to withdraw my money from videoslots. I just use many time Much Better to deposit and withdraw from my videoslots account. The withdraw process was 10 min or less Now after 24h they don't want to give me my money, they said for a technical problem. I contact support 3-4 times they told me my withdraw will be soon, but now I can't log in anymore the page is slow and I want to know what is going on and when they will pay me. 

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 informationOrder ID 100066001A525080182ID that was entered in message box by me when sending: f75c949Reference Number: CAccZwqnAmount: $200.00 CADmy Email: [email protected] 1 (Videoslots)Apr 8, 2021, 5:05 GMT 2Hi 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 2Hello [EDIT]I hope you are wellI 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 RegardsEmail 3 from GigadatThu 2021-04-15 4:45 PMHi [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 :Videoslots200.00 CAD100066001A525080182SUCCESS (ETI:f75c949)01-04-2021 22:31:32Please 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 IncClient Service Specialist

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.

Hi i did 3 withdrawals on 23/02/21 07:31:07 GMT Approved Citadel -5000 23/02/21 06:07:05 GMT Approved Citadel -800 23/02/21 03:45:56 GMT Approved Citadel -4000 I got two of them, one for 4000 and the other for 800, my 5000 cashout has not come in yet. I get sorry excuses by live chat saying they are sorry only nobody does anything no emails being sent to me saying they are looking into this. I been through this about a year ago when i cashed out three times before and my 10k got held back for nearly a month and a half. i don't think this casino is being fair and they should mention only two withdrawals are allowed otherwise you have to wait a month and a half to get your last one and also send bank documents(which i did). This is a scam to the max as they are collecting interest on my cash out funds.

On the 5th November I withdrew £3500. I then received an email saying I had to prove my source of wealth. I sent bank statements and payslips and I was told to be patient and wait for the withdrawal to go through once it had been checked. 7 weeks later I am still waiting. I go to live chat regularly to check on the progress and get told the same thing. To wait. No news. It’s still being investigated. But I don’t understand what’s being investigated. All I want now is my withdrawal and I will happily close the account. Can you help ? Thank you.

where you should only be able to make deposits up to 5000SEK / a week, video slots have instead let me undo my withdrawal via a "undo withdrawal" button. This has resulted in a loss and deposit of SEK 78,000 more than the Swedish Gaming Act allows. Is there any way to report them and get your money back?

24-09-19 had a verified acc using same payment method. Was able to deposit many times and had NO communication to advise withdrawal restriction. Finally won big over £15k balance at one point. tried withdrawing and was not allowing me to even attempt. Sent additional bank ID and received email saying verified acc again after finding out the reason on chat. Mid play - lower balance as continued playing whilst attempting to withdraw often (loss i shouldnt have suffered and should have known BEFORE depositing if there was a sudden change of status on acc). Chat advised random security. Once the team came into work all of a sudden account was deactivated without any communication or reason. Just told to be patient and the team would get back to me when ready. After weeks of chasing they said they would only refund net deposits of £3400 and kept my winnings that i gained from solely my own money (Deposits). If they can refund deposits I clearly havent committed a crime!!!!! All verified and only reason is reference to their terms 1.1 and 1.4. They still to date have not given me a reason as to why they havent paid my balance and are just refusing to communicate. I requested all my data in which they held off until their deadline day in which they then came back and asked for more ID!! Delaying what i asked for! The balance on my account was mine, from my deposits that they happily took. No change in my banking etc all verified and only changed on big win. Please pursue this for me as legally its my money as the balance was never a result of anything other than my money acting as deposit (the method i had withdrawn to and had authorised prior to this) Many thanks

Video Slots blocked their account with an amount of more than 1600 euros for no reason. About six months have passed since then and nothing has changed. They do not want to explain anything. I tried to file a complaint with the organization regulating their gaming activities in Malta. Moreover, they answered me that Videoslots did not correct them and should resolve this issue, but they did not react to it in any way. I can send you the answer of Malta. They do not respond to letters, I simply can’t log into my account. What do I do not know. This is my last money, why should I give them money. They act like typical scammers. I am very offended, to tears! I ask for your help, only you are probably able to help me. Help me please. I demand justice. If they don’t want me to play with them, let them give my money back and I won’t return there. This was my first deposit to them, I could not break anything. [EDIT]

On 3 and 4 July 2019, I deposited £15,090 at Videoslots and withdrew £34,000 (multiple deposits and cashouts). There was a final cashout of £5,000 that they reversed. I contacted Live chat and they could not say why it was reversed. I cashed out and again it was reversed and again no reason provided. I cashed out a 3rd time and used the LOCK feature to secure the cashout. Yet, it was reversed and again no reason could be given. I cashed out a 4th time and again it was reversed with no reason available. I cashed out a 5th time and locked it again. At the time of the 5th LOCK, I received a £100 cash bonus which I turned into £600. I then went to play Napoleon, Rise of an Empire video slot and went up to £1,000. My way of playing is to do 50 spins on auto-play and then to increase or decrease if free spins are received or not. I increased my bet to £30 per spin and set it to 50 spins. I don't sit and watch the spins as I am working while I play. When I looked, my balance was just above £4,000. I thought I must have hit something decent (it is a volatile slot that can pay big). In any event, I continued playing on bets varying from £20 to £40 until the money was finished. (I was attempting to get the Free Spins feature as it had not triggered yet). Later on, I wanted to follow up on my cashout and discovered it had been reversed while I was playing. This is where the problem started as Videoslots refuses to credit the £5,000 back to me. They have also refused to explain why the cashout was reversed 5 times and why it was reversed after been locked twice. This is really underhanded, unethical behaviour and I would really appreciate your assistance in resolving this issue. Thank you, [EDIT]

I received and email on the 12th July stating i had earnings being processed, it wasnt until the 23rd when my Affilate manager responded after i hasdnt received my earnings that he said the earnings were wrong as people were withdrawing from the merkur fiasco and some of my players were involved in withdrawing. Whilst i do remember this happening, his response isnt justified as to why my stats showed i didnt earn anything last month. I sent a screenshot from the 15th showing two spikes of earnings int the period mentioned which tells me that my players actually lost money not withdrew. therefor the earnings displayed were true and correct and have been deleted unlawfuly. i have the screen shots from that period, the withdraw email and my understanding of what it should have shown if what he was saying were true