Videoslots— player complaints: 37 in English

Dear Sir/Madam, Can you help with two E-transfers that failed to deposit at Video slots and that were sent from my RBC checking account. First transfer sent February 12th 2019 for $500, confirmation number 5056, Reference number CAgPeXMr deposited at 10:52.16hrs ET. Second transfer sent February 16th for $550, confirmation number 5974, Reference number CA5czYx7, message 8e9e75b, deposited at 13:34.31hrs ET. RBC bank traced the funds back to Gigadat Inc who are the processor for videoslots. I’ve tried unsuccessfully for 10 days to contact Gigadat via email, they never reply. Video slots have also traced the money back to Gigadat Inc. I have two emails sent from Gigadat on March 15th for $500 E-transfer and March 22nd $550, stating that the 30 days has expired and I no longer can deposited the money back to my checking account. The money is sitting with Gigadat Inc. Can someone please contact Gigadat Inc to help me get the funds sent back to my checking account. Many thanks in advance, [EDIT].

I have been a member of this gambling site for over 1 year. In this period I have verified my ID, bank account, debit and credit cards used to deposit. In total have had a net loss of £29,001.00. I made a deposit of £1500 using my verified card (as per normal) on the 17/06/2019 and began playing the usual games, after a long session, I decided to walk away with a balance of £4400, having tried to withdraw my funds the option was not allowed, instead the site presented "secure your account" page instead, having quizzed their support staff the payment team requested payslips as proof of source of funds to which i provided to validate where the source of funds had originated from. They then followed up to ask for documentation on savings i had declared on a source of wealth forum back in February 2018 (over 1 year and 6 months ago). I responded and told them i had used my savings for investments since the time of declaration and i can not provide any proof of savings as of current. They then asked for a screenshot of portfolio of investments something which I can not provide as my obliged to a Non-disclosure agreement on the investments made. I followed up with 6 months of bank statements showing all payments paid into my account, in which all of the payments are either from my Salary, money from family, loans, and gambling winnings. They again rejected the bank statements and are delaying my case further trying to find any excuse under the sun to refuse to honor my winnings and payout. THIS IS ILLEGAL, I HAVE PROVED WHERE THE £1500 THAT WAS DEPOSITED YESTERDAY TO WHICH I WON £4400 FROM ORIGINATED FROM. I HAVE PROOF AND HAVE PROVIDED THIS TO BE OF MY OWN LEGITIMATE FUNDS. THE COMPANY IS REFUSING TO PAY MY MONEY UNDER A FALSE PRETENSE OF WHAT I HAD DECLARED ON A SOURCE OF WEALTH FORUM OVER 1 YEAR AND 6 MONTHS AGO. DO THEY EXPECT ME TO RETAIN MY SAVINGS AS THEY PLEASE? ARE THEY IN CONTROL OF MY FINANCE OR EXPECT ME TO REPORT TO THEM WHEN I USE MY SAVINGS?? The facts of the matter is that I used my card that is verified to deposit, and won money, i have proved the £1500 deposited is my own funds and now i expect payment in full. This is a total scam, how are they keeping hold of my money and gaining interest on it by the day. I want my money in full (£4400), and following that i will be closing my account with them as they have been nothing short of a disgrace to do business with. They are MORE THAN HAPPY TO TAKE YOUR MONEY WHEN YOU DEPOSIT and lose but when you win once in a blue moon, they make you jump through a thousand and one hoops, typical tactics they deploy to illegally withold your funds and void your winnings. I can provide bank statements to the gambling commisioner to review which will prove the funds was legit and mine, furthermore i can provide the email correspondences and chat logs from videoslots clearly showing the unreasonable demands of documentation for something declared over a year and half ago which has nothing to do with the funds used on the deposit which has triggered to this escalation! I want a resolution and for my winnings to be released to me ASAP else i will start further legal proceedings and chargebacks via banks to recover all losses from the beginning of sign up since videoslots are now in breach of their terms and conditions by unlawfully holding my funds which i have proven to be mine. Furthermore, how is it that they have only started to ask for this information after a net loss of £29k and RIGHT after i had a big win? this all seems too much of a coincidence. They did ask for source of funds in the past to which i refused but they continued to allow me to play without any further verification (you can check, i have never submitted any source of wealth including payslips in the past until today) and this has equated to me losing more than i would have liked to, if they would have done their checks as they should have to comply with their licence regulations, they would have set a suitable deposit / loss limit per month and it would not have been possible for me to lose this amount to date. They are very slow in dealing with the case and they claim they do not have any managers i can speak to nor any phone numbers they can be reached on! HOW IS THIS A LEGITIMATE COMPANY? THE GAMBLING COMMISSIONER REALLY NEEDS TO SHUT THE DOORS ON THIS SITE, IT IS A ABSOLUTE SCAM!

After all documentation being verified they are still withholding my winnings which has been over a week now.

I played on videoslots from August and all be fine until December 26, when I recognize that they closed my account without explanation why and any reason for it. I tried to ask them, they requested my email, DoB and my phone number, but never answered to me after that. I had 354 euro on my account and I want get it back.

I signed up to the site as it had good reviews. When I tried to deposit it wouldn't pass the validation process as there were security issues which consequently led to my card being blocked. When I contacted my bank they queried whether the site was genuine. I asked why my card had been blocked and they told me that they would block a card with a high transaction on there, I said that I didn't consider £20 on a casino site to be high and do it frequently and they told me it was for £2000 and only when that wouldn't go through that video slots then changed it to £20. I then spoke to an agent on the site who was so rude and kept interrupting before I had finished (Have copy of the conversation) and asked to be referred to someone competent another rude person that became defensive without first listening to what I had to say. I couldn't find a number to call the company and speak to a superior there was only a contact form for the company to call me??? I have recorded message I had with the bank as well as a copy of the message I had with the 2 useless agents who could do with some training in customer care.

I had been on live chat to complain about terrible rtp on various occasions. On this occassion I asked advisor for a permanent closure of account. They confirmed i would never be able to reopen account or register new account with videoslots. I agreed to close permanently. However, the next day, i contacted about reopening, and they allowed account to be reopened!!!! I made deposits and then made them aware of situation. It was passed to relevent department but account remained open still!!! I was allowed to deposit further until eventually chat advisor blocked account. I have submitted live chat transcript to show what happened. I feel videoslots have failed in what they should have done. Account should never have been reopened, and they clearly reopened to get as much money from me as possible! I am seeking refund of all deposits after account was wrongfully reopened.

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.

I moved to France some time back and since then I have lost roughly £35,000. Only after I had lost this money I was informed that Gambling in France was against their terms and that my account was to be blocked. I told them that I was unaware and did not understand why they took numerous months to block my account while they were happily taking my money, to which they said "it took a while for our systems to detect". Coincidentally, their 'systems' only detected this once they have seen I have run out of money and stopped depositing after roughly 2/3 months. I told them that this was an unethical practice, and asked if I had won money whether I would have been allowed to withdraw, again to which they said my account would be terminated. I kindly asked them, that if I was unable to win anything then I should be entitled to a refund of my deposits, given they put me in a loose-loose situation which is not gambling but simply robbery. Further to this, I have since contacted MGA and ARJEL the French regulator who confirmed they do not have a license which allows them to take bets from french residents, and thus broke their licensing agreement and the bets should be voided. I have made numerous request for an answer to this issue to the casino over the last 7 months and have yet to receive a response.

My bank wont allow me to do transactions with my visa debit card(Canada). So I proceeded to videoslots online chat to see if the could help in rectifying the problem. after being told "sorry the problem is with you bank" i asked for my account to be deleted or directed to why i can delete if my self i was told that account deletion is no possible.... this is unacceptable mainly because i cant clear the personal information inputted for account activation.

I just had a really unpleasant story with videoslots. They closed my account and confiscated about $25,000 of winnings, all of this without even bothering themselves with notifying me via email, yes, you heard it, videoslots closed account without notifying owner of it. Recent chat log with support, after account been banned for some time now [EDIT]: How can I help you? 04:39 [EDIT]: whats happenin with my account? 04:39 [EDIT]: i don't recieved any email 04:40 [EDIT]: Your account is locked for a security review, we will contact you via e-mail with information regarding this 04:40 [EDIT]: you told me the same yesterday 04:40 [EDIT]: but i still waiting [EDIT]: Yea but you should receive a e-mail about this soon [EDIT]: I do not have more information right now unfortunately As I found out this from my friend later, this was done on grounds that I was multi-accounting. My account is fully verified by videoslots by the way and my Skrill account which I used for deposits also fully verified and has many years of transactions. I didn’t use any bonuses on videoslots, ever! Because this is what most people accused in multi-accounting do. My account was used by me and my friend and videoslots management was very well aware of this before and was okay with this! My friend is a Russian high-roller, casino blogger, casino owner and one of the biggest affiliates in Russia, he also likes to stream, which we occasionally do together and I have a lot of proofs of this. Here, for example, we are streaming at RedStar casino together [EDIT]. We been streaming together for years now I must say. So on November of 12 he asked me to create an account at videoslots so that we could start streaming there. Naturally I went to his blog about casinos (which is by the way top 1 affiliate website in Russia) to find about videoslots there. I know that his blog always has the most recent “mirrors” of websites, since Russian internet providers always ban casino websites lol. So anyways, I went there for a “mirror” and soon enough made account at videoslots. The main problem here, as I already stated, is that videoslots management was very aware of me and my friend playing together on one account, as we contacted them previously and they had no problem that my account was being used by us, and I provide this chat log below with videoslots vip manager as a proof, it’s my friend speaking there: 1/17/2017, 12:21:23 PM [EDIT] : Hello :) [EDIT] : Hope youre doing well. I've looked into your account and it seems like we're still missing a few documents we requested. 1/17/2017, 12:38:53 PM [EDIT] : hi [EDIT] : who are you? [EDIT] : ahh [EDIT] : My name is [EDIT], i work for Videoslots. I'm the Head Of VIP. [EDIT] : you are from VideoSlots [EDIT] : i am indeed mate. [EDIT] : it's actually my friends account [EDIT] : we play togethet [EDIT] : did u see our stream? [EDIT] : [EDIT] [EDIT] : Yeah i saw the video :) [EDIT] : Fun stuff! :) [EDIT] : so we waiting when will be ok and resume to play [EDIT] : is it possible to increase the maximum limits? [EDIT] : Which limit do you refer to? [EDIT] : i don't known [EDIT] : :D [EDIT] : hard for me to help then mate :) [EDIT] : actually we plane to play in various casinos 1/17/2017, 12:42:30 PM [EDIT] : because i am promote new website [EDIT] : [EDIT] [EDIT] : will be create if you can share someone who can reply in this topic [EDIT] : Haha i see [EDIT] : and i will play u at top1 of our rating) [EDIT] : so you want to increase the deposit/withdrawal limit then? [EDIT] : on [EDIT] [EDIT] : yeah [EDIT] : about 100k$ [EDIT] : now is 40? [EDIT] : 30. [EDIT] : Will have a look [EDIT] : however, i need to speak to the owner of the account to be able to do anything, due to safety reasons. [EDIT] : yeah, sure [EDIT] : he is sleep now i think) [EDIT] : Can you please email me to [EDIT] - from the email registered on the account, and the account holder. [EDIT] : ok [EDIT] : i will say him to do it [EDIT] : what kind of docments are missing now? And here’s a screenshot proof of this happening [EDIT] So, as you see, it seems like videoslots vip manager had no problem at all with this, they even made a cashout for me the previous to this story day, all the while knowing this. I guess the win wasn’t significant enough and they didn’t bother themselves with it, as it was a good hype for casino, a high-roller stream. Here is this stream after which I was allowed to cashout: [EDIT] [EDIT] After next session, however, they didn’t allow me to cashout winnings as my friend had a huge winning session by the end of which he had $60,000 on his balance (during the stream the number even reached $90,000). You can see proof of these winnings in two following videos: [EDIT] [EDIT] As I see it, videoslots applying their double standards on me, as I know for a fact, that some other twitch streamers partnered with videoslots using same account to stream there too, I just don’t want to call the names here. So here it is, they banned an old account of my friend too, which had tens of thousands of lost deposits, why don’t they return those money too if they think what they just did is righteous? Or it’s all good while you losing and suddenly became strongly prohibited once you win big? Is that right? The main point I’m trying to make here, is that videoslots management was well aware of that me and my friend were using same account for streaming, they let us depositing and playing while there were no big wins, once we won substantial sum, they confiscated all winnings. My friend made a video-explanation of this situation [EDIT]

I received the following email: Hi [EDIT], I regret to inform you that you have been suspended from our Battle of Slots chat permanently. You are banned because of what you wrote in chat with battle id: 44210 and 44209, this behaviour has no place in the Battle of Slots chat. Our ambition with the chat is to offer something positive that adds to the experience of playing at our site, not a place to ventilate frustration and be offensive. You are more than welcome to contact our support for complaints like that and we can explain how our site works and show you where to proceed with complaints if you feel that we are doing something dishonest, this way we can respond and add to the discussion. Ban for a week, maybe; but PERMANENTLY? a bit extreme to say the least. I apologise for any inappropriate chat content and will make sure I don't commit the offence again. I ask vs to reconsider the permanent nature of the ban and to have a shorter ban period. Thanks.

Hi ThePogg! This is the first time I am using your service and I hope the last. Site; Videoslots.com Username; [EDIT] Email; [EDIT] Game; Microgaming - MegaMoolah Isis Here is the problem: I may have received a Jackpot Spin for the MegaMoolah Jackpot on the MegaMoolah Isis game. Then, all of a sudden, I get an error message popup... Error 2 I contact support, they ask me to jump through their hoops, and I do. I rebooted the MegaMoolah Isis game as requested, only to find out, my Jackpot Spin is gone! The entire spin was rolled back completely. So I ask the questions. What is Error 2? What happened to the jackpot spin I never used? Will I ever see my 4 million dollar jackpot? From what I understand, they are unwilling to disclose what Error 2 means for my case. At the same time, they can not award the Jackpot Spin. At the same time, I have no idea what the chances of getting a Jackpot Spin in MegaMoolah are, nor the various prizes in the feature itself. They say they will look into it and fix it. What about me and my spin? I have no evidence, no jackpot, no spin, no explanation... Should I have cleared my cache like they asked? Help! Here is the support log (they ask for players' full name, please remove my last): 23:01 Please wait, an operator will be with you shortly. 23:01 You are now chatting with [VIDEO SLOTS REP] (Customer Service) - English 23:01 [VIDEO SLOTS REP]: Hi [PLAYER], how are you? 23:01 [PLAYER]: Hi there, good. 23:02 [VIDEO SLOTS REP]: Nice to hear, what seems to be the issue? 23:03 [PLAYER]: I was playing MegaMoolah Isis and it gave me an error message, saying contact the the casino help desk quoting with the error "Error 2". 23:03 [VIDEO SLOTS REP]: Alright try this: 23:03 [PLAYER]: I just got a Jackpot Spin, so, this is very bad! 23:04 [VIDEO SLOTS REP]: Log out from your account, delete cookies and cache from you webb browser and wait a few minutes ( 5 - 10 min ). And then try to enter the game again. The problem should be solved. 23:04 [PLAYER]: I feel like I just lost 4 million dollars. 23:05 [PLAYER]: Will I get my Jackpot Spin back? 23:06 [VIDEO SLOTS REP]: One moment please so I can have a look at your account. 23:07 [PLAYER]: It is for the MegaMoolah Jackpot. 23:10 [VIDEO SLOTS REP]: I will have to ask you to log out from your account, delete cookies and cache from you webb browser and wait a few minutes ( 5 - 10 min ). And then try to enter the game again. The problem should be solved. 23:11 [PLAYER]: Okay, can I get a ticket number please? 23:11 [VIDEO SLOTS REP]: Let me know when you have done this, if the issue still appears, I will have to send this case further for an investigation. 23:11 [VIDEO SLOTS REP]: Ofcoure, one moment please. 23:12 [VIDEO SLOTS REP]: Chat ID: TWE-262-46854 23:12 [VIDEO SLOTS REP]: Of course * 23:15 [PLAYER]: Thank you. I will log out, delete my browser cookies and clear my cache. I will be back if it is still not working. 23:15 [VIDEO SLOTS REP]: Sounds great [PLAYER]. 23:15 [VIDEO SLOTS REP]: We will be here for you. 23:22 Please wait, an operator will be with you shortly. 23:23 You are now chatting with [VIDEO SLOTS REP 2] (Customer Service) - English 23:23 [VIDEO SLOTS REP 2]: Hi [PLAYER]. How are you today? 23:24 [PLAYER]: Hi, I think I was just talking with you about this problem? 23:24 [VIDEO SLOTS REP 2]: You weren't but I am reading the log now :) 23:25 [PLAYER]: Now it appears my entire spin was rolled back and the jackpot spin is missing altogether! 23:26 [PLAYER]: I would request disclosure on what "Error 2" means, please? 23:27 [VIDEO SLOTS REP 2]: Okay, I will go through your history to see what might have happened. You get it when some kind of technical error appears, nothing concrete. 23:28 [PLAYER]: It is for the Microgaming MegaMoolah Isis game. 23:34 [VIDEO SLOTS REP 2]: I can't find that missing jackpot spin either, it should have appeared when you got the game working again. 23:34 [PLAYER]: Well, it didn't and now the problem is that my Jackpot Spin is missing in action. = 23:35 [VIDEO SLOTS REP 2]: Yeah that is unfortunate. Since the game is working for you again, it would probably not make a difference troubleshooting further from your end so I will have to forward this to our technical support. 23:35 [PLAYER]: I would request disclosure on what "Error 2" means, please? 23:35 [VIDEO SLOTS REP 2]: technical department I mean. 23:36 [VIDEO SLOTS REP 2]: And I don't have information exactly what it is about, just that it is a technical problem so not very specific. 23:37 [PLAYER]: I am requesting disclosure on what "Error 2" means exactly... You can not provide this? 23:39 [VIDEO SLOTS REP 2]: Unfortunately not, it usually happens when the game crashes as you saw but I don't know any more than that. 23:40 [PLAYER]: Okay, so, can you award a MegaMoolah Isis Jackpot spin? 23:40 [VIDEO SLOTS REP 2]: The normal fix is to just clear cookies and cache as you did and everything works as usual after it being done. Not the case this time which is why I have to have our tech guys take a look at it. 23:41 [VIDEO SLOTS REP 2]: That I cannot either, we can't configure the games at all since we rent them all from providers. 23:43 [PLAYER]: We clearly have a problem. I don't know what these Jackpot spins are worth, but for me, they take forever to get! 23:43 [PLAYER]: Can I have a ticket number please? 23:45 [VIDEO SLOTS REP 2]: Yeah we'll get on it as soon as possible. If you mean to this chat it's JGJ-435-61149. :) 23:46 [PLAYER]: Thank you. I will be contacting a mediation service about the missing Jackpot Spin. I hope we can sort this out, this is my favorite casino. 23:47 [VIDEO SLOTS REP 2]: Sure, if you think that's easier for you then we don't mind. Glad to hear you like it here, I hope this won't get too long to solve :) 23:48 [PLAYER]: I will keep playing other games until it sorted out, for sure. 23:48 [PLAYER]: Just not MegaMoolah games. 23:48 [VIDEO SLOTS REP 2]: Ok, yeah I have everything logged now so go ahead. Sounds like a good idea :)

Having some trouble with this operator. Requested my account by excluded for a maximum period of time. Did not use their 'lock' feature, specifically requested exclusion as I am a problem gambler. This was last year. I recently tried to reopen the account, was told is was closed until 2042 but could be reopened with a 7 day cooling off period (alarming). As a problem gambler running out of places that I am excluded from, I agreed. I am unhappy that the exclusion wasn't honoured. Now when I request the data they hold on me they refuse to provide it. They claim all requests should be made through the UKGC. (Please note that the Commission does not provide legal advice, or become involved with individual customer disputes). I submitted a request for the information held on me in the following way both to customer support and to [EDIT] on here... Dear Videoslots.co.uk This is a request for information under the UK Data Protection Act 1998. For the benefit of doubt following your support staff's previous emails it is NOT the UKGC or any third party's job to provide this info. Could the operator, under the Data Protection Act: Please supplie the information about me that I am entitled to be provided with under the Data Protection Act 1998 relating to: my account The information I specifically want is all emails exchaged since the account was opened. all live chat records, particularly those of of the conversation when I excluded the account. Information held on the communications I made when asking for the account to be excluded. details of all deposits made following said request to exclude details of upon when the 'lock account' option became live in it's current form on videoslots.com If you need any more information from me, or a fee, please let me know as soon as possible. It may be helpful for you to know that a request for information under the Data Protection Act 1998 should be responded to within 40 days. If you do not normally deal with these requests, please pass this letter to your Data Protection Officer. If you need advice on dealing with this request, the Information Commissioner’s Office can assist you and can be contacted on 0303 123 1113 or at ico.org.uk Yours faithfully [EDIT] P.S please again note that it is your lawful responsibility to provide this information, and not through the UKGC or any other third party. Despite my request, citing the Data Protection Act 1998, their support continues to play hardball with the data I am requesting. [EDIT]: There is nothing we can do for you regarding this matter here from the support. After reviewing your case it has been sent forward to the UKGC and as mentioned your contact with us have to go through them. If you contact them you can send your requests and / or complaint via this third party. My data request has nothing to do with the UKGC and they are not referenced in it. They do not get involved in individual disputes and would not be helpful in this matter. I have reported the operator to the UKGC, but this does not in any way mean that they have become a third party that must be liaised with. Especially when it comes to providing requested data in which the commission is not referenced. Why are they so reluctant to provide this information to me? In case of a clear display of wrongdoing by the operator? They don't seem to know their backside from their elbow when it comes to laws, licensing and disputes. I am just one player and seem more clued up then them. How do I proceed here? The UKGC aren't usually the quickest and as said, don't get involved in individual disputes. Do I report them to the ICO for failing to provide data to me under the Data Protection Act? Any help/advice appreciated. Regards.

Username: [EDIT] Email: [EDIT] I joined videoslots on the 16th June 2015. Immediately it was requested i sent in the following documents Identity proof Address proof Payment proof After I have sent in my passport, council tax bill and screen shot of my payment method i received an email explaining they had tried to call to ask why there was differences from my passport ([EDIT] not [EDIT], and [EDIT] NOT [EDIT]) as my name and date of birth. They were unable to contact me at the time on the number given as this was a fictional number due to late night call and texts from various third parties so i choose to not share a contact number with anyone other than family. I further explained I did not want my husband to find out about my online gambling so calling wouldn't be a solution. The reasons for the differences was simply a typing error from my passport which i emailed and was accepted and my account was "fully verified" so at this point i made my first deposit. I then played and ended up £214 in profit after various bonus's. I left my money in the account to play at a different time. When this time came maybe 5 days later my account was "locked" without no notification from video slots at all which i found rude and unprofessional. Various emails conversations took place regarding a phone call which i had explained previously I had already told the customer services advisor the number was not a real one and that he knew that before verifying my account and allowing me to deposit and play. It was then forwarded to the "security team" who took over two weeks to reply. The reply was a simple one that the account would remain blocked with no return of funds as it failed security checks and they would only call the number on the account. I have explained on numerous occasions the number on the account is not a real one and could not understand what would be achieved by simply speaking to me on the phone AFTER i had provided more than enough official documentation. If i wanted to chat to somebody on the phone about my gaming surely i would just go to a casino. .They are flat line refusing to call any other number should i change my mind and will not even return the initial deposit. Please help. Kind regards, [EDIT]

Hi there So I signed up to Videoslots on Thursday 16th July. I deposited £200 and recieved £200 in bonus money. I managed to get through the wagering requirements, and at that point my balance was £593.23. When I tried to withdraw, I was asked to provide documentation and identification. I did so, and a day or two later I tried to log on and found my account closed. I live-chatted them, and was informed that I would need to take a phonecall. This was where our issue really arose. When checking the mobile number to call, we realised I had entered the digits wrong by one single number - a simple typo, a little mistake on my behalf. I was then informed that this was against terms and conditions and they would be closing my account and keeping the money - in their eyes, this was me deliberately giving them false information. I disagreed, said it was a mistake, and asked them to reconsider or - at least - to give me my initial deposit back. They did not reply. I would appreciate help in this matter, and thanks in advance for the service you provide! [EDIT]

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. Kind regards [EDIT]

Good afternoon! I played in many casinos. Nowhere I have not had any problems with verification of my account! My driver's license has a record of my data in English. bill for water in Russia in Russian. This is logical. videoslots.com requires my notarized documents. On your website it says the casino as reliable. it is not true! Department: English Full Name: [EDIT] Email: [EDIT] Your Question: ? Staff: [VS CS] 19:42 Your Question: ? 19:42 Please wait, an operator will be with you shortly. 19:43 You are now chatting with [VS CS] (Customer Service) - English 19:43 [VS CS]: Hello [WWW420XE]. How are you? 19:44 [WWW420XE] : You accept deposits without verification account why? 19:44 [VS CS]: Please explain what you mean further and state what method you are referring to? 19:45 [VS CS]: + 19:45 [WWW420XE] : I want to change the address. phone and pass the verification. Only then will make deposits. 19:47 [WWW420XE] : What documents should I send? 19:48 [VS CS]: You can update your profile under "Edit profile" on your account. Then you need to upload various requested documents under "Documents on your account, in order to get verified. However upon making your first deposit depending on what method you are using another Requested Document might appear. If this happens you will have to upload a document there as well. At the moment your requested Documents are Proof of identity and Proof of Address. 19:49 [WWW420XE] : ок 19:50 [VS CS]: Is there anything else I might do for you? 19:51 [WWW420XE] : law and the bill for water. upload now. Remember his address and my phone this number. [EDIT] 19:51 [WWW420XE] : my phone this number. [EDIT] 19:52 [VS CS]: Please make sure that Your Proof of Address cannot be older than three months. As I stated earlier you are can update your profile yourself under "Edit profile" on your account. 19:53 [WWW420XE] : It's okay. Do you think I'm an idiot? 19:54 [VS CS]: I have never implied that. What makes you think that? 19:55 [WWW420XE] : I uploaded 19:56 [WWW420XE] : Proof of Address Processing вода.jpg 19:56 [WWW420XE] : Proof of Identity Processing Права.jpg 19:56 [VS CS]: I can see that. Altough your Proof of Idenity was rejected since the document was stated in Russian. 19:57 [VS CS]: In order for your document to be accepted it must be in English. If you do not have respective document in English you will have to get it translated and stamped by a notary. 19:59 [VS CS]: Your Proof of Address was also rejected since it was stated in Russian. Please note that this document either has to be an Utility bill, an invoice, or a bank statement in English. If you only have these documents in Russian you will have to get them translated and stamped by a notary. 20:00 [WWW420XE] : Well, I will write a claim on this site. http://thepogg.com that you do not respect the players and require notarized documents stupid. in Russia for water documents in their native language. in your country documents in Russian? 20:03 [VS CS]: Unfortunately we cannot read russian since the letters differ from our alphabet. Therefore you will have to get it translated and stamped by a notary. This is a security that is taken by the company to prevent fraud and what not. 20:03 [WWW420XE] : Copy correspondence. I play many casinos everywhere took my documents. Such nonsense in your casino I see for the first time. 20:04 [WWW420XE] : You think I'm a fraud? 20:04[VS CS]: I am sorry that you feel this way. However this is a precaution our Casino has taken to prevent eventual cases of fraud or what not. 20:05 [VS CS]: I have not said that. I am simply stating why you have to get your documents translated and stamped by a notary. 20:07 [WWW420XE] : This silly claim. I am 18 years old. I make deposits through skrill.com more you do not need security. I will write to the licensee further about your stupid demands. 20:08 [WWW420XE] : My international driver's license there is a record of my data in English. you're lying to me insolently. 20:09 [VS CS] I am sorry you feel this way but this is how it works at our Web Site. You agreed upon these terms when registering on our Casino. You can read our T & C on this following link: hxxps://www.videoslots.com/terms-and-conditions/ 20:09 [VS CS]: Althoug various details on your Driver License was unreadable since they were stated in Russian. 20:10 [WWW420XE] : You're shameless liar! Everything is perfectly evident. 20:11 [WWW420XE] : Wash your eyes! 20:12 [VS CS]: I am not lying what so ever [WWW420XE]. You must understand that your documents needs to be translated and stamped by a notary in order to be approved. This is a security precaution the Casino has made and that you agreed upon registering your account here. 20:13 [WWW420XE] : ok I'll take care of your casino. Support Center: hxxs://videoslots.kayako.com