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Videoslots refusing payment

R

RamonaMc

Newbie member
Joined
Nov 28, 2020
Location
Essex
This is a bit long winded so I'll shorten it as much as possible.
On the 30/31st October videoslots claim they emailed me asking for Source of wealth.(I've always had all my cards and bank accounts ect up to date and approved on the videoslots Dashboard). I didn't receive an email from them. During the month of November I deposited around £5.5k (No reminders about the source of wealth checks needed)
On 27th Novemeber I changed my bank card with them for deposits and withdrawals, they done this in about half an hour with no issues and yet again no mention of source of wealth needing to be done. That same night I deposited £700, a few hours later I clicked to make a withdrawal of £1500 and they didn't approve it.
I chased them the next day and they said they will not pay it until I complete source of wealth.
So later that day I made a deposit to see if they were blocking me from depositing due to lack of source of wealth and would you believe I was allowed to make a deposit!

This doesn't sit right with me in any way, I mean if they wont pay me out they shouldn't be allowing me to make a deposit either surely?? They still wont pay me out and have now blocked my account so I'm unable to log in

I've been in contact with them on here privately and they've not responded since last Friday so I'm not really sure where to go from here? Anyone had a similar issue or know the best route to go down?

Regards,
Mona

See Related Threads:
 
Last edited by a moderator:
I never even knew VS was doing what Casumo was doing.. So now VS is denying withdraws until you complete SoW? This is not allowed and casinos should not be allowed to hold funds or deny a withdraw for SoW reasons alone.

@Team.Videoslots - I really hope you do not go down the route of Casumo, they are now to me and a lot of others classed as a rogue casino group. So please do not follow suit please!?

@RamonaMc - I hope they sort this out for you and you get your withdraw. This is out of line to be honest...... Please keep us updated in this thread please and thanks :) and good luck :)
 
@RamonaMc - I hope they sort this out for you and you get your withdraw. This is out of line to be honest...... Please keep us updated in this thread please and thanks :) and good luck :)
[/QUOTE]

Thank you, I will of course keep this thread updated, although at the speed Videoslots seem to work it may take a while.
 
Team.Videoslots said:
Hi Mona,

I'm following up internally and will get back to you via email as soon as possible.

Have a nice day ahead.

Best regards,
Team Videoslots
Click to expand...


That's great, hopefully it will be soon, in the meantime can you explain why my account has been Deactivated please? I mean I'm not about to deposit but surely I should be able to log onto my account to access information and make contact with yourselves if I want to?

Thanks,

Mona.
 
Just a reminder for @Team.Videoslots regarding what the UKGC said to me when Casumo were delaying withdrawals while still allowing deposits.

If they are still allowing you to make further deposits and gamble in the meantime however, then there should be no reason for them to delay your withdrawal. This is because if they are happy to continue taking money from you and letting you gamble, despite asking for documents, then they cannot also say they are concerned about your name, address, date of birth, affordability or source of funds.
Click to expand...
 
danofthewibble said:
Just a reminder for @Team.Videoslots regarding what the UKGC said to me when Casumo were delaying withdrawals while still allowing deposits.
Click to expand...

That's exactly my point.
How was I allowed to make deposits totalling around £6.3k in the month after they claim to of asked for SOW and then the second I pressed withdraw they decided I need to prove everything to them and have now blocked my account and wont pay.
The UKGC will be my next port of call of this doesn't get me anywhere with them, one thing I know for sure is I wont be playing at Videoslots again.
 
Any casino who refuse to pay a withdrawal as they want a SoW completing after allowing deposits and play while waiting for it don't deserve to be accredited. There is absolutely no excuse for it. In fact, they should be rogue.

If they are so concerned about the legitimacy of the funds or that the customer has a gambling problem, so much so that they refuse to payout a withdrawal, then play and deposits should be blocked immediately. It is as simple as that.

If they don't block play/deposits, then clearly they are happy to take money from either a suspected problem gambler or someone who is suspected of using illegitimate funds.
 
Team.Videoslots said:
Hi Mona,

I'm following up internally and will get back to you via email as soon as possible.

Have a nice day ahead.

Best regards,
Team Videoslots
Click to expand...

Good morning,

Do you have any update? It's been nearly 2 weeks since I first messaged you directly on here yet you've not actually come back to me with any kind of update or resolution, I'm still locked out of my account and you still haven't paid me.
This kind of delayed response just isnt good enough in my opinion and I'm pretty sure I'm not going to be the only person thinking this.

Regards,
Mona.
 
Team.Videoslots said:
Good morning @RamonaMc,

I shall update you via email later today. Due to the GDPR, I cannot comment on anyone's specific issues here. I hope we find a solution to your problem shortly.

Kind regards,
Team Videoslots
Click to expand...

I think we should at least get an idea of what resolution you have came to with @RamonaMc Or maybe he can update this thread with the outcome once it has been done?

But honestly VS this is seriously not good. Please do not turn into casumo.....
 
Hi @DreamRJ,

RemonaMc is, of course, welcomed to post any progress on the problems she has raised here. However, we won't comment directly on an individual problem, unfortunately.

What I can say is that we never request documentation if it's not a necessary part of our KYC obligations and would never withhold payments unless we don't have a choice. As most of you probably know, these types of checks are part of a regulatory framework we must follow.

We are listening to your feedback and are happy to review any procedures that can be improved.

Have a nice day ahead.

Best regards,
Team Videoslots
 
Hi curremon,

Depending on the situation, it can be requested to ensure that a player's activity is sustainable and not an affordability issue. In other cases, it might be a necessity as part of our KYC duties - sometimes both. Regardless of which, it's requested when we need that documentation and not to cause unnecessary inconveniences for anyone.

Best regards,
Team Videoslots
 
DreamRJ said:
I think we should at least get an idea of what resolution you have came to with @RamonaMc Or maybe he can update this thread with the outcome once it has been done?

But honestly VS this is seriously not good. Please do not turn into casumo.....
Click to expand...

I'll be updating this thread with anything that's said by Videoslots. I want everyone to see exactly what's going on and what's been said to me, I have nothing to hide and am being totally transparent with everything.

Regards,

Mona.
 
RamonaMc said:
I'll be updating this thread with anything that's said by Videoslots. I want everyone to see exactly what's going on and what's been said to me, I have nothing to hide and am being totally transparent with everything.

Regards,

Mona.
Click to expand...

Thanks appreciate it Mona and I wish you good luck. I am sure though VS will do the right thing and sort your withdraw out soon. They are a top notch casino. They also won casino off the year too on CM.

Take care :)
 
Why is it always at withdrawal time ( i know casinos must miss the reverse function). I have never been asking to provide additional docs at deposit
time,allowing a deposit should form a contractual obligation stating all wins and withdrawals from that deposit be honoured.The checks could and
should be carried out prior to the player being allowed to play.If its at withdrawal time the casino is either hoping the player will lose the funds or
holding the funds to ransom to force the player to submit any docs the casino deciedes it wants.
 
These are the UKGC regulation on AML. Before withdrawals can be done, either NCA (If not SOW can be established in cases of suspicion of money laundering) need to approve or CDD need to be obtained. Deposits and play can continue until company decides to terminate account.

You do not have permission to view link Log in or register now.


1607943474384.png
 
Last edited:
Mr Wild said:
These are the UKGC regulation on AML. Before withdrawals can be done, either NCA (If not SOW can be established in cases of suspicion of money laundering) need to approve or CDD need to be obtained. Deposits and play can continue until company decides to terminate account.

You do not have permission to view link Log in or register now.


View attachment 146953
Click to expand...

Any chance of telling me what these Acronyms mean? I've never been asked for anything from videoslots and everything was up to date on my Dashboard, if you read the original post you'll see they said they are holding the withdrawal due to SOW not for any other reason.

Regards

Mona
 
Ok i accept that the procedures are very specific ( love the anti terrorism bit in the link title), seems to be lack of foresight on the part
of the UKGC allowing further deposits and play being allowed after thresholds have been reached or problems flagged,if a problem
exists it is not logical to allow further deposits when there may be an affordability or other problem.
Surely the correct way to proceed is that the player is warned either before or after the deposit is made that may flag the alert,that
no withdrawals can be processed at that stage and the account is locked for any further transactions or play.
 
shadow123 said:
Ok i accept that the procedures are very specific ( love the anti terrorism bit in the link title), seems to be lack of foresight on the part
of the UKGC allowing further deposits and play being allowed after thresholds have been reached or problems flagged,if a problem
exists it is not logical to allow further deposits when there may be an affordability or other problem.
Surely the correct way to proceed is that the player is warned either before or after the deposit is made that may flag the alert,that
no withdrawals can be processed at that stage and the account is locked for any further transactions or play.
Click to expand...

The correct way is to follow the regulation. One should also be aware that if CDD is not established within 30 days from when being requested, account should be terminated. Then follow the next steps accordingly either refund balance or report to NCA for further instructions on how to proceed.
 
AML regulations (in that UKGC guideline linked last page, it's made quiet simple, even though it's still bit over 100 pages but casino operators have quite clear guidelines compare to some years ago, recommend to read it, shouldn't take many evenings even with few chapters a day speed) nature is that these are not made customer friendly and good UX first but find these suspicious transactions and therefore these should come without any pre warnings, you are quite near of violating them if you message your customer "This withdrawal we pay out but before you make your next deposit/withdrawal, we do carry CDD/EDD verification", would assume many would stop transacting in that moment, especially if you happen to have some money you have forgot to pay taxes or whatever bit grey in your accounts.

If these warnings would exist and checks wouldn't be something everyone could face at any stage, it would create easy loophole to use. These are much more to prevent these activities than find some, if that risk to get SOW checked is big enough, it keeps loads of dirty money away.

It's nothing near customer friendly and it's not meant to be. I'm sure most of casinos would be happy if they could just get rid of their compliance department and travel back in time 10-15 years and just happily make money but now this has became part of the game, it's not asked if casinos like or not but all are forced to have practices in place. It's really small amount of SAR/STR:s which get any attention after these are reported, from tens thousands under 100 (if remember right) get some further actions from authorities. Still casinos when they terminate customer relationship after that 30 days, have to discard their concerns of possible suspicious activity and why it's done or file that SAR.
 
Ok so just got an email from Videoslots,
They've just repeated asking for SOW which as I said previously they claim to of asked for on the 30th October, yet despite not receiving it they allowed my deposits of £6.3k between then and the end of November until of course I tried to make this £1500 withdrawal.

So the videoslots team on here have just spent 2 weeks doing nothing and then just repeated what was said 2 weeks ago.

And as I've said previously "I "WILL NOT PROVIDE SOURCE OF WEALTH"
Purely on principle.

I'll be off to the Gambling Commission next I guess unless anyone knows any other route I can take?

Regards

Mona
 

What you can do is wait. If you don't provide requested documents, casino probably file SAR and seek consent to pay out your balance terminate customer relationship.

Gambling Commission guidelines were linked to last page, with this current information in this thread and it seems these are followed, they just are not allowed to pay your withdrawal until they receive requested CDD documentation from you, or if you don't provide them, they make decision to pay your withdrawal or file SAR which is much more safe way for casino and then they usually get consent to pay you.

Can't see anything gambling commission could do, especially because they don't handle player complaints and with current information, this seem to be within these guidelines they expect casinos to follow.
 

I know it is not right that a casino is witholding funds just for SoW request.

But I suspect they will not release them until you do send them what they need? Can I ask why you are choosing not to send them please?
 
DreamRJ said:
I know it is not right that a casino is witholding funds just for SoW request.

But I suspect they will not release them until you do send them what they need? Can I ask why you are choosing not to send them please?
Click to expand...

I've deposited something along the lines of £30k in the last year and they've never asked for anything, I've always had everything up to date on the Dashboard. I've made withdrawals and never had issues.

They way they allowed me to change my deposit method the same day as I then tried to withdraw but didn't once mention SOW or that they had apparently asked for it a month earlier is disgusting behaviour, it's not fair practice and not what I would expect from an apparently top rated casino.

I dont care about the money, I'll get it without showing source of wealth, I already know that.

I want everyone to see how these casinos are now operating, I dont care about guidelines, they've let me change my deposit method and deposit £700 on the same day as they've blocked my withdrawal.
Surely youd expect them to of reminded me about the SOW during that one month period? And let's also look at the fact that after they blocked my withdrawal and demanded SOW I was still able to deposit again.......how can that be right?

Shocking example of an Online casino in my opinion.
 

Well it sounds to me that you requesting them to change your deposit method obviously triggered something in there system that resulted in them then asking you for SoW.

I have changed my deposit methods multiple times over the last nearly 5 years at VS and I never had an issue. In terms as my SoW. When Dan used to work for them and was the rep for them on CM, he did something on my account I think and I only filled in a type of questionaire he sent me. I never had to send anything to VS and never have. Only stuff I have sent them in the past is ID. Or when I do change payment method, I have to send them prove of the new payment method used. Ewallets is usually just a screenshot of your ewallet account when logged in that clearly shows your name, address and account number etc etc. Other methods is usually just a picture of the front and back of cards with you hiding the middle digits or the security code on the back of card etc etc.

So I thank Dan what ever he did for my account though.

I probably jinxed myself now I posted this lol........
 
RamonaMc said:
I want everyone to see how these casinos are now operating, I dont care about guidelines, they've let me change my deposit method and deposit £700 on the same day as they've blocked my withdrawal.
Click to expand...

Not really understand anymore, you want to show everyone that casino is following laws and regulations and to willing to violate them by approving your withdrawal?

edit: Did VS accept your deposits over 30 days from their request? If they did, you could question why as they shouldn't and account should been blocked.
 
Last edited:
Hi,

@RamonaMc -- As mentioned, we have no intention of making anything difficult for our players if it can be avoided. However, we must adhere to applicable regulations; in the discussed scenario, we must obtain this documentation before approving payouts.

I'm sorry for any inconvenience caused, and if we can assist you with any of this, please contact us at [email protected].

@DreamRJ -- What you describe is a declaration of wealth; it's similar but a bit different (there, you declare the origin of your funds). You may still be required to send proof of wealth at a later stage.

Have a nice evening.

Best regards,
Team Videoslots
 

Well as you know I wont be supplying SOW so you can just carry on with whatever you need to do, and this could of been avoided if youd quoted the relevant regulations and sent me a link instead of your staff just repeating emails regarding source of wealth and not discussing things further.

Im still not at all happy with the way you handled it but it seems you're adhering to regulations and doing what you must, I can understand that.

Maybe in future you could be a bit more on the ball with asking for SOW, I mean you had ample time to ask again as it was almost 30 days since you claim to of asked for it.

Obviously nobody is going to be happy with depositing the levels of money I have to then be told suddenly (bear in mind I didn't know I'd been requested to complete SOW) that they must show it now to be able to make their withdrawal.

I assume it's just a case of you now going through the motions and closing my account then paying out in about 6 months time?
 

Simple fact is. It's you who is delaying your payment.

Your welcome to stand by you principles, but give it a rest with the moaning, if that's the case.

They told you what they needed from you to pay you out, 2 weeks ago, so why are you bleating on (after doing naff all) that they have asked for the same stuff 2 weeks later?.

They will pay eventually, if you refuse to supply documentation, but their not gonna jump, because Ramona is still moaning (see what i did there).

You might as well get your SOW paperwork sorted, as you will be needing it for other casinos, else you will be in the same boat.

P.S The Gambling Commission do not look at individual cases
 

I was updating the thread with information as I said I would.
If you dont like what I'm writing you can simply scroll on by without needing to try and insult me.
 
RamonaMc said:
They locked me out of it 2 days after I tried to make the withdrawal.
Click to expand...

They should block you 30 days after they requested these SOW docs, if they did accept your deposits after that time, there is possible failure from their side but it doesn't really change fact that they need now discard their concerns (which is hard to do if they don't receive any new information from you) or seek consent from NCA to pay your withdrawal and then terminate customer relationship.

So quite sure if there is nothing silly done on your account which would make NCA take some further investigations, they should pay you your money but first have to follow this procedure.
 
Slottery said:
They should block you 30 days after they requested these SOW docs, if they did accept your deposits after that time, there is possible failure from their side but it doesn't really change fact that they need now discard their concerns (which is hard to do if they don't receive any new information from you) or seek consent from NCA to pay your withdrawal and then terminate customer relationship.

So quite sure if there is nothing silly done on your account which would make NCA take some further investigations, they should pay you your money but first have to follow this procedure.
Click to expand...


Theres no issues at all with anything on my account, all cards, bank details, ID etc were done and above board. I'll just have to wait for them to close my account and pay me out now.
It would appear to be 30 days from when they say they sent SOW but as I didn't receive it it's a hard point to argue, Either way I'd better not keep commenting as I'm just moaning to much for some members of the forum.
 
RamonaMc said:
I was updating the thread with information as I said I would.
If you dont like what I'm writing you can simply scroll on by without needing to try and insult me.
Click to expand...
Have they actually told you this is a check for money laundering, or is it responsible gambling related?

Just also going to put this here so you are aware, Mr Wild is a senior member of staff at Videoslots, so when you replied to him saying Videoslots did this/that, he was already fully aware of that.

I don't see anything previous to Mr Wilds post on AML procedures to suggest that is the reason for the request.
 
Gaz237 said:
Fair enough, But i bet i'm right that Casino support have locked your account due to manner in which you spoke to them, or hit them with barrage after barrage.
Click to expand...

Very sure of yourself with absolutely no proof of anything you claim.
I mean at what point have I spoken badly to anyone on this entire thread?
I think you may want to take a look in the mirror first.
 
mina1929 said:
If that was me I would just give them proof of wealth. No headaches, no arguments, get funds :thumbsup:
Click to expand...
I think that depends on what the source of funds is.
We have a thread going at the moment for another casino where they are asking for bank statements from a third party, who refuses to supply them, and rightly so. Videoslots have stated in the past they would want copies of wills and suchlike if the money was from certain sources. I wouldn't supply SoW to anyone as I know it would be a nightmare. The exception was L&L, but that was only because we have Jan here and he understands the business, so understood what I submitted first time. You then go to the other extreme like Novibet where support can barely answer simple questions, so understand a more complex SoW wouldn't even be worth thinking about.
 
colinsunderland said:
I think that depends on what the source of funds is.
We have a thread going at the moment for another casino where they are asking for bank statements from a third party, who refuses to supply them, and rightly so. Videoslots have stated in the past they would want copies of wills and suchlike if the money was from certain sources. I wouldn't supply SoW to anyone as I know it would be a nightmare. The exception was L&L, but that was only because we have Jan here and he understands the business, so understood what I submitted first time. You then go to the other extreme like Novibet where support can barely answer simple questions, so understand a more complex SoW wouldn't even be worth thinking about.
Click to expand...

That is over the top for sure :eek2:

Why is a simple payslip not enough and proof it goes into your bank. I can see now why its so complicated for some :(
 
mina1929 said:
That is over the top for sure :eek2:

Why is a simple payslip not enough and proof it goes into your bank. I can see now why its so complicated for some :(
Click to expand...
If you are self employed you wouldn't have payslips, you could have won money on the lottery, at another casino, been left money as an inheritance stuff like that, none would mean you had payslips :(

If, for example, you win a comp on the remarkable thread, some casinos (casumo for example) will expect you to get bank statements from the person who paid your winnings or try to refuse to pay you.
 
Below is the list of items Videoslots have asked me for, this is a direct copy of the email I received today.
Some people may think it's a reasonable request but I dont and that's all part of the reason I wont be supplying SOW.



For us to complete this process and to payout your pending withdrawal, please provide the relevant documentation listed below:

Employment income -payslip with a bank statement, documents confirming salary, and/or tax returns.
Inheritance Income -a copy of the will
Investments
Dispositions – legal agreements, bank statement
Property- evidence of title, copies of trust deeds
Ownership of business -audited accounts containing information on dividends
Confirmation from regulated professionals with knowledge such accountants,
lawyers etc.
or any other type of documents explaining your total net worth.

If you have any difficulty obtaining relevant documentation, please contact us.
 


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