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Casino Complaint Money Stolen - Videoslots Account Hacked?

M

mooooz

Newbie member
Joined
Nov 15, 2025
Location
East sussex
Hi there everyone I am a newbie here, but I have played on videoslots for many years .
on Thursday I was out all day and when I came home I noticed pretty much all my balance on videoslots was gone , someone had got into my account and withdrawn to a payment method I have never ever seen . They had withdrawn £294 to a monzo account . Firstly how has this been allowed to happen you are not meant to be able to withdraw to a non deposited method ???
I need that money and videoslots are basically saying its my problem, saying contact my bank bla bla, I mean why would I contact my bank it's nothing to do with my bank . I really need help and advice with this cheers everyone
 
mooooz said:
Hi there everyone I am a newbie here, but I have played on videoslots for many years .
on Thursday I was out all day and when I came home I noticed pretty much all my balance on videoslots was gone , someone had got into my account and withdrawn to a payment method I have never ever seen . They had withdrawn £294 to a monzo account . Firstly how has this been allowed to happen you are not meant to be able to withdraw to a non deposited method ???
I need that money and videoslots are basically saying its my problem, saying contact my bank bla bla, I mean why would I contact my bank it's nothing to do with my bank . I really need help and advice with this cheers everyone
Click to expand...
There is a spate of account hacking going on right now across many casinos and balances being removed.

Whether your case falls into this category, I cannot tell.

I am surprised it could be easily withdrawn into a Monzo account for the reasons you cite.

They have a rep on here who may be able to help if you message them:

@Team.Videoslots
 
Thanks for your reply , that's exactly what I thought , they always have a loop system to where you can't withdraw to certain payment methods if it hasn't been deposited with . I have been constantly emailing them because I demand my money back . If it wasn't for this failing of being able to withdraw to a foreign bank account my money would still be there but they are gaslighting me into thinking its my problem . They can surely trace where this money has gone , instead they leave me helpless
 
mooooz said:
Hi there everyone I am a newbie here, but I have played on videoslots for many years .
on Thursday I was out all day and when I came home I noticed pretty much all my balance on videoslots was gone , someone had got into my account and withdrawn to a payment method I have never ever seen . They had withdrawn £294 to a monzo account . Firstly how has this been allowed to happen you are not meant to be able to withdraw to a non deposited method ???
I need that money and videoslots are basically saying its my problem, saying contact my bank bla bla, I mean why would I contact my bank it's nothing to do with my bank . I really need help and advice with this cheers everyone
Click to expand...
There is no way a UKGC casino could allow this to happen under the net deposit rules.
 
That's exactly what I thought is it someone who works there that has done this ?? Even if someone got into my account my money would be safe because its only my deposit options on there to withdraw too
 
Videoslots saying to contact my bank ???? Its nothing to do with my bank, its a foreign bank that they have allowed to withdraw funds to ?? They are shifting this problem onto me and they should be the ones investigating it and getting my money back????
 
I think you need to do a PAB then if VS just keep refusing to help and maybe even contact the ombudsmen. This is clearly a hack and you should be covered now when you get hacked to get your funds back as far as I am aware.

It falls under a similar theme where scammers make people send funds to them to protect their funds in a holding account. They make you think you have been hacked etc to scare you into sending them your money.

I had a recent breach in my Bet365 account. It is very worrying honestly. But luckily they did not get into my account and it got locked, that is how I knew the hackers tried to access it. I have zero funds in it anyway and at the time it was on a timeout that I set lol.
 
Thanks for your reply I have contacted action fraud to look into it , like you say I should.be covered especially when they have made the mistake of allowing someone to withdraw my funds to an unknown bank account . Videoslots just completely ignoring me again now its like they don't want to take responsibility for what has happened
 
mooooz said:
Thanks for your reply I have contacted action fraud to look into it , like you say I should.be covered especially when they have made the mistake of allowing someone to withdraw my funds to an unknown bank account . Videoslots just completely ignoring me again now its like they don't want to take responsibility for what has happened
Click to expand...

YEah well they will get certain information from you when you login. They get certain identifiable information about your IP and your Device you are using when you login.

They could easily see if you have a static IP that the recent login that was the hacker was different to the one it usually is for you when you login.

I mean as far as they could think is that it was you who did the withdraw. Even if the IP address was different. They might have thought you was using a VPN. (but the other identifiable information would also have needed to match for them to think it was you. IF the device information and browser info or if it was done on a phone for example. They get all this info the moment you login. So they do have this information to check if it is always the same. When it is different that is when your account should get a temp lock until they can confirm it was you using a new device or if it was a hacker etc.)

But again they should not have even let you withdraw to a brand new method you never even used without it being flagged by the security/payments team for a manual check.

Something is lacking in VS security if they allowed this to happen and they MUST address this ASAP and resolve this because this is a major security flaw in their systems.
 
mooooz said:
Videoslots saying to contact my bank ???? Its nothing to do with my bank, its a foreign bank that they have allowed to withdraw funds to ?? They are shifting this problem onto me and they should be the ones investigating it and getting my money back????
Click to expand...
Speaking from experience, id go straight with a PAB. VS customer support is poor (at best), only ever once had them resolve an issue and it was a self exclusion. They probably only actioned it as it was required by law.

It took them months to return a measly £7
 
Yes exactly all the points you just said , maybe me going to the police they will take this more seriously , to let someone withdraw with a brand new method is absolutely shocking , could it be someone that works there ?? It's the only way I can think that someone allowed the non deposit method to withdraw
 
mooooz said:
Yes exactly all the points you just said , maybe me going to the police they will take this more seriously , to let someone withdraw with a brand new method is absolutely shocking , could it be someone that works there ?? It's the only way I can think that someone allowed the non deposit method to withdraw
Click to expand...
Wouldn't waste your time going to the police to be honest.

It certainly doesn't sound right, let's put it that way. Im not sure what contacting your bank has anything to do with this.

Open a PAB and get to the bottom of it
 
mooooz said:
Yes exactly all the points you just said , maybe me going to the police they will take this more seriously , to let someone withdraw with a brand new method is absolutely shocking , could it be someone that works there ?? It's the only way I can think that someone allowed the non deposit method to withdraw
Click to expand...

I mean I doubt it was someone who worked at videoslots. Also £294 was not exactly a lot of money either for them to justify risking their job for. I think that is a very unlikely reason.

What needs to happen is you need to secure your accounts and change your passwords and keep every single one of them different passwords. Make them very long using Capital letters/lower case/numbers and special characters.

Then you should scan your device for malware.
 
So
SYPlayer95 said:
Wouldn't waste your time going to the police to be honest.

It certainly doesn't sound right, let's put it that way. Im not sure what contacting your bank has anything to do with this.

Open a PAB and get to the bottom of it
Click to expand...
sorry to sound stupid but how do I open a pab, thanks for all your replies
 
Why would contacting his own bank make any difference in this situation? I never used Monzo or even heard of it either. Is that something that is linked to your bank account? Like pay by bank?

So even if he rang his bank they would be clueless because there will be no trace because his account was hacked no?

Can I also just say this. You are a new member here today as well? People on this forum will be very sceptical about if what your saying is true or not. Just keep that in mind, I am wanting to believe you that it was indeed hacked but there will be people on here who will think are you lying?

Until VS investigate this case or you do a PAB we will have to wait and see what the final outcome and reasons was. @maxd
 
DreamRJ said:
Why would contacting his own bank make any difference in this situation? I never used Monzo or even heard of it either. Is that something that is linked to your bank account? Like pay by bank?

So even if he rang his bank they would be clueless because there will be no trace because his account was hacked no?
Click to expand...
Yes exactly they are trying to pass all the blame onto me where my own bank has nothing to do with what has happened . They have allowed a new method to withdraw if they hadn't my money would still be in there I just don't understand how someone was allowed to do this
 
mooooz said:
So

sorry to sound stupid but how do I open a pab, thanks for all your replies
Click to expand...
Try and resolve it with the rep first. I am assuming, as Videoslots replied above, that you had no joy there but then again you have only given them about 2 hours as things stand and it's the weekend.

If you are telling us the rep cannot or will not help then of course the PAB option is available at which point should you proceed, you cannot post here any further about the matter (as per the PAB rules) even if people ask you questions.

There are always two sides to complaints and we on this forum are aware of that fact by the way!

Read the link below and that will tell you how to proceed.

Online Casino Complaints
 
mooooz said:
Yes exactly they are trying to pass all the blame onto me where my own bank has nothing to do with what has happened . They have allowed a new method to withdraw if they hadn't my money would still be in there I just don't understand how someone was allowed to do this
Click to expand...
You also provided no screenshots. You could take some screenshots and remove any identifiable information in them as well.

You need to have prove to back up your claim as well. I am not starting to find holes in your case. But I already gave my opinion on VS end. Now comes the scrutiny at your end.

You are posting and asking for help in a forum you just signed up to and you need to understand people will be sceptical because we get new members coming onto this forum with ulterior motives daily and we seen it all.

Hypothetically could you have done this and tried to pretend you got hacked? VS did their checks and found the device information you used was all the same? The only difference was your IP address?

I am just coming up with an hypothetical scenario here. I am not saying you did hence using the word hypothetical. (no tin foil hat needed)
 
DreamRJ said:
Why would contacting his own bank make any difference in this situation? I never used Monzo or even heard of it either. Is that something that is linked to your bank account? Like pay by bank?
Click to expand...
It would be like buying a bottle of Coca-Cola it being bad, then asking Pepsi for a refund.

From what I've gathered the OP doesn't hold a monzo account. So there is no justification in asking the OP to contact his bank in this instance.

Providing what the OP said is 100% truthful, then this lies with VS.

I cannot see how it can be possible to withdraw to a brand new card/account thats not registered on the account. All funds must be returned to card held under net deposit rules and the last card that was deposited with.
 
SYPlayer95 said:
It would be like buying a bottle of Coca-Cola it being bad, then asking Pepsi for a refund.

From what I've gathered the OP doesn't hold a monzo account.
Click to expand...
Yeah I know that. But now the hypothetical sceptic side of me is questioning is this true or not?

We have to also ask this as well. We already said VS should not let this happen and they need to make a proper investigation if this was indeed a hacked account and funds lost because of the lack of security checks on adding a new payment method.

That is just the first thing VS need to address first and foremost. But we also should then ask why would VS have allowed it? Did they do internal checks when it got added? And the IP address might have been different because he used a VPN to mask his IP but he then just used the same PC/Phone/Browser with the exact same identifiable information that matched previous session data they hold on the players account. So that is why VS is telling him to contact his bank because they think it was him? After doing those internal checks?

I am being hypothetical here.
 
Completely get where your coming from but I am being completely honest , videoslots at the moment have deactivated my account so I can't take a screenshot of the withdrawal in question . Once they re activate my account I will screenshot the withdrawal , surely they can check names etc of the bank it's been sent to ? But they just choose not to chase it
 
mooooz said:
Completely get where your coming from but I am being completely honest , videoslots at the moment have deactivated my account so I can't take a screenshot of the withdrawal in question . Once they re activate my account I will screenshot the withdrawal , surely they can check names etc of the bank it's been sent to ? But they just choose not to chase it
Click to expand...

The fact they locked your account shows they are now doing an internal investigation.
 
Not when they said this to me , I have asked them to reactivate my account
 

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That was dated yesterday. You made this account today? Why did you not do this thread yesterday when it happened?
mooooz said:
Not when they said this to me , I have asked them to reactivate my account
Click to expand...

Not being funny but something is not adding up for me now. If you are being honest then you need to do a PAB. That is all you can do now. I will now stop replying in this thread and so should you if you do a PAB.

I wish you good luck though.
 
Yeah it is yesterday that's why I came on here today to try and resolve it ???? I have sent numerous emails to them since then . How do I do a pab I don't know how to
 
mooooz said:
Yeah it is yesterday that's why I came on here today to try and resolve it ???? I have sent numerous emails to them since then . How do I do a pab I don't know how to
Click to expand...
I already told you above and provided a link to the CM PAB page.
 
Hello all,

We are aware of this situation and confirm that our relevant investigative team is currently reviewing the details of this specific case.

Due to the extremely sensitive nature of the information involved, which includes potential financial security details and compliance with strict GDPR and privacy regulations, we are unable to discuss any specifics of this case publicly on the forum.

We respect the community's right to continue this discussion. However, in order to fully respect the necessary privacy and security protocols, Videoslots will not engage in this thread any further via any open forum. All continued communication regarding this case will be handled exclusively through direct messages with the player here on CasinoMeister, or via our official support channels.

Thank you and best regards,
Team Videoslots
 
DreamRJ said:
That was dated yesterday. You made this account today? Why did you not do this thread yesterday when it happened?


Not being funny but something is not adding up for me now. If you are being honest then you need to do a PAB. That is all you can do now. I will now stop replying in this thread and so should you if you do a PAB.

I wish you good luck though.
Click to expand...
Can you stop bullying the guy and try and be helpful, its becoming hard to read your constant accusing of someone you dont even know who has come here for help. But has instead been greeted by you a guy who thinks hes the new forum customer care supervisor! But instead of helping juist constantly tries to call him out for lying exagerating etc.

:mad:
 
mooooz said:
Oh sorry thank-you I must of not seen that I very much appreciate that I will proceed
Click to expand...
Because VS is still investigating and they are actively on the case. It means a PAB is not needed in this case unless the outcome of their investigation does not satisfy you. Then you could perhaps proceed. But that would depend if the outcome is a case of fraud which would mean the PAB could not go ahead.

Now I am done in this thread. Good luck.

Thanks for the update @Team.Videoslots
 
DreamRJ said:
Because VS is still investigating and they are actively on the case. It means a PAB is not needed in this case unless the outcome of their investigation does not satisfy you. Then you could perhaps proceed. But that would depend if the outcome is a case of fraud which would mean the PAB could not go ahead.

Now I am done in this thread. Good luck.

Thanks for the update @Team.Videoslots
Click to expand...
That's why I came on here because you can clearly see they didn't take it seriously through the screenshot saying they were not continuing with the case . Just don't attack me when I haven't done anything wrong and am trying to get my money back . Thank you all for your advice
 
mooooz said:
That's why I came on here because you can clearly see they didn't take it seriously through the screenshot saying they were not continuing with the case . Just don't attack me when I haven't done anything wrong and am trying to get my money back . Thank you all for your advice
Click to expand...

As it was stated the live chat agents are not very good and are most often not upto date with what is internally going on. Some just are not very good support agents full stop and they need to be retrained. But it is not really their fault either. It is the systems and different departments that are not relaying the information to the support agents in real time. So they relay old incorrect information to players most of the time. (Which has a negative impact and gives the player a frustrating encounter and experience)

All you can do is wait for VS to investigate and keep us updated once you hear back from the rep via PM on this forum.

I would keep checking in with the rep via PM on this forum every day to check if they have an update etc.

Good luck.

Keep us all updated.
 
If a new card has been added to the account, or a bank transfer has been requested, wouldnt VS need to verify the card/account before accepting any withdrawal to it ( thats disregarding the closed loop)? Wouldnt there need to be a deposit first?
So many red flags on this if VS have allowed it to happen in the way presented.
 
itsme123 said:
If a new card has been added to the account, or a bank transfer has been requested, wouldnt VS need to verify the card/account before accepting any withdrawal to it ( thats disregarding the closed loop)? Wouldnt there need to be a deposit first?
So many red flags on this if VS have allowed it to happen in the way presented.
Click to expand...
Yes and that's exactly what I have put to them with them then just not answering it , I said I verified all my payment methods how was this allowed to be withdrawn to a method that's never been on my account
 
mooooz said:
Yes and that's exactly what I have put to them with them then just not answering it , I said I verified all my payment methods how was this allowed to be withdrawn to a method that's never been on my account
Click to expand...
If you want your case investigated you MUST stop posting here.for your own sake.
 
DreamRJ said:
All you can do is wait for VS to investigate and keep us updated once you hear back from the rep via PM on this forum.

I would keep checking in with the rep via PM on this forum every day to check if they have an update etc.

Good luck. Keep us all updated.
Click to expand...
Actually, no. The rep here has indicated the issue is being dealt with and the player should wait for a PM as indicated.

Mail-bombing a rep is against the rules, will not lead to quicker resolution, is pointless and will ultimately be counterproductive.

You will see an announcement regarding this from @maxd in due course.
 
Last edited:
dunover said:
Actually, no. The rep here has indicated the issue is being dealt with and the player should wait for a PM as indicated.

Mail-bombing a rep is against the rules, will not lead to quicker resolution, is pointless and will ultimately be counterproductive.

You will see an announcement regarding this from @maxd in due course.
Click to expand...
I take it back then sorry.
 
Hi @mooooz,

We can confirm that the funds have been returned.

Due to GDPR regulations and the sensitivity of the case, we’re unable to share any further details here, however we have reached out to you via email.

Kind regards,
Team Videoslots
 
Not been a good day for VS has it, let's hope whatever the issue was it has been appropriately dealt with and other players are not affected, it might be better for VS to be upfront if this is not a one off rather than it come out later on.
 
mooooz said:
They went back into my account on vs
Click to expand...
Yeah, I gather VideoSlots have credited your account with the funds that shouldn't have been withdrawn in the first place in order to resolve the issue here.

The issue itself creates other questions about VideoSlots internal procedures etc.

Why was a brand new card allowed to have withdrawals processed to it, despite the net deposit rule?

I think rather than hiding behind GDPR, most folk would prefer to hear, 'Yes, we got it wrong on this occasion but we have implemented certain measures to avoid this in the future.'

To me, it sounds like VideoSlots are trying to brush this one under the carpet. Then I read a post about them being fined £650k. Interesting.
 
Yes exactly to be honest it makes me scared to have any funds in my vs account anymore. There is no explanation why this happened no explanation who let this happen in regards to allowing funds to be withdrawn to a brand new deposit method it's baffling and scary
 


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