Videoslots Source of Wealth - how long?

[icecream6984]

Hi All,

I have been playing at Videoslots, for quite some time. I have provided all the usual ID verification documents along with cards and payment methods. On the 10th March 2021 I requested a withdrawal of £500. This was left pending and i received an email requesting source of wealth information. I provided 3 payslips and a letter from my employer confirming my employment and salary. After chasing for a response, i received another email requesting payslips from Nov 2020- Mar 2021 and bank statements for the same. I once again have provided this. My withdrawal is still pending and anytime i ask for an update i get the usual "we will be in touch shortly" response.

Does anyone know how long this process takes and if i should expect further issues? I feel i have provided more than enough information and proof of where my money comes from.

I like videoslots, the site is easy to use and the withdrawals are fast. Customer service is normally pretty good too. So i am now concerned about how long this is taking.

Any help is appreciated.

Thanks in advance

See Related Threads:

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[pinnit2014]

Dunno if it'll help but maybe @Team.Videoslots can assist - though that practice, of asking for it post w/d request, in the uk in a bit of a no-no i think.

You may find them quite dogmatic in their stance tho ;-)

GL.

.

 

[icecream6984]

Dunno if it'll help but maybe @Team.Videoslots can assist - though that practice, of asking for it post w/d request, in the uk in a bit of a no-no i think.

You may find them quite dogmatic in their stance tho ;-)

GL.

.

Thank you for your reply.
I have sent a pm to videoslots on here but no response yet.

What's the deal with withholding a withdrawal whilst looking at source of wealth? I can still deposit and play at videoslots. So they are happy to take further funds whilst they investigate my source of wealth but not willing to part with the funds I have won. Confused!

 

[pinnit2014]

Thank you for your reply.
I have sent a pm to videoslots on here but no response yet.

What's the deal with withholding a withdrawal whilst looking at source of wealth? I can still deposit and play at videoslots. So they are happy to take further funds whilst they investigate my source of wealth but not willing to part with the funds I have won. Confused!

Sounds exactly like the issue a member had on here; Steviedoo; wouldn’t withdraw but could continue to deposit. Others know more than me but if they are allowing you to continue to deposit them they shouldn’t, per the licence conditions, stop you from being able to withdraw.

Sounds shoddy IMO

 

[Steviedoo]

I had to continuously remind them that what they were doing was not quite according to the rules they were citing.

 

[icecream6984]

Sounds exactly like the issue a member had on here; Steviedoo; wouldn’t withdraw but could continue to deposit. Others know more than me but if they are allowing you to continue to deposit them they shouldn’t, per the licence conditions, stop you from being able to withdraw.

Sounds shoddy IMO

Could you please send me a link to the licence conditions by any chance? I would like to quote this to them.

 

[icecream6984]

I had to continuously remind them that what they were doing was not quite according to the rules they were citing.

Did they respond? I am getting fobbed off continuously by them when I ask for updates. Would be nice to have something official to refer them to and get this sped up.

 

[icecream6984]

@Team.Videoslots any chance you could reply to my private message or this post to let me know what is happening please?

 

[Steviedoo]

Did they respond? I am getting fobbed off continuously by them when I ask for updates. Would be nice to have something official to refer them to and get this sped up.

They responded. And they paid me. But I really had to harangue them for it.

 

[icecream6984]

They responded. And they paid me. But I really had to harangue them for it.

I know the feeling, i have sent emails, had quite a few live chats and sent msgs to @Team.Videoslots on here but nothing, no one can tell me anything or give me a timeframe of when this will be sorted. Its getting beyond ridiculous. Yet i can still deposit at Videoslots, i havent done in the last few days but i have the option to if i wanted to. Its a joke and i am starting to lose my patience.

 

[colinsunderland]

@LadyJelena could you poke the unresponsive rep please

 

[Team.Videoslots]

Hi there,

We apology for the late answer.

Could you please email us directly to [email protected] and we'll take a look at the issue.

Thanks in advance.

Best regards,
Team Videoslots

 

[icecream6984]

Hi there,

We apology for the late answer.

Could you please email us directly to [email protected] and we'll take a look at the issue.

Thanks in advance.

Best regards,
Team Videoslots

I have done this. I would appreciate it if this could be looked into as soon as possible please

 

[icecream6984]

I had a response and in Nov and Dec 2020 on my bank statements it shows my mum sending me a money gift. Videoslots have asked to provide bank statements from my mother. I have refused to provide these. What normal person would ask their parent for their bank statement after getting a gift from them. That's unreasonable.
I don't understand what I am supposed to do, I have an account with videoslots not my mother!
Videoslots have my payslips, bank statements and even a letter from my employer confirming what I earn. How hard can it be to match the payslips to my bank statements ?

Anyone got any idea what next? Am I going to be asked to get bank statements from McDonald's because they refunded a payment in the last 6 months??
This is ridiculous @Team.Videoslots I'm not a criminal. I gamble. For fun.

 

[Steviedoo]

Ok. Completely ridiculous.

Somebody needs to stop the insanity.

 

[colinsunderland]

I had a response and in Nov and Dec 2020 on my bank statements it shows my mum sending me a money gift. Videoslots have asked to provide bank statements from my mother. I have refused to provide these. What normal person would ask their parent for their bank statement after getting a gift from them. That's unreasonable.
I don't understand what I am supposed to do, I have an account with videoslots not my mother!
Videoslots have my payslips, bank statements and even a letter from my employer confirming what I earn. How hard can it be to match the payslips to my bank statements ?

Anyone got any idea what next? Am I going to be asked to get bank statements from McDonald's because they refunded a payment in the last 6 months??
This is ridiculous @Team.Videoslots I'm not a criminal. I gamble. For fun.

They have no right to demand a third party bank statement. If they believe the funds are proceeds of crime, tell them to report it to the relevant authorities and get permission to release your funds, or pay you.
Also tell them in no uncertain terms you are refusing to supply any further documentation and to close your account in line with their legal obligations once they are aware you will not supply any further documentation.

They will most likely lie to you and say they still can't pay you. They can.

 

[icecream6984]

They have no right to demand a third party bank statement. If they believe the funds are proceeds of crime, tell them to report it to the relevant authorities and get permission to release your funds, or pay you.
Also tell them in no uncertain terms you are refusing to supply any further documentation and to close your account in line with their legal obligations once they are aware you will not supply any further documentation.

They will most likely lie to you and say they still can't pay you. They can.

I am still waiting for a response and update. The rep here sent me a message saying he is looking into and hopes to come back to me "shortly" with hopefully a positive response. Im hoping thats not a lie. But it has been 12 days and this is out of order. I have no choice but to wait. The email address videoslotsteam doesnt speed anything up at all.

 

[colinsunderland]

I am still waiting for a response and update. The rep here sent me a message saying he is looking into and hopes to come back to me "shortly" with hopefully a positive response. Im hoping thats not a lie. But it has been 12 days and this is out of order. I have no choice but to wait. The email address videoslotsteam doesnt speed anything up at all.

How long ago did they send the message?

 

[icecream6984]

How long ago did they send the message?

I last sent a message on Saturday and videoslots replied today at 11.56

 

[colinsunderland]

I last sent a message on Saturday and videoslots replied today at 11.56

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

 

[icecream6984]

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

will do just that. I only play at 3 different casino brands, Coral, Videoslots and some white hat gaming sites, but this is the only casino that has caused me such hassle when it comes to source of wealth. White hat asked me for my source of wealth and within 48 days it was sorted and i didnt have any issues. Videoslots are now taking the mick. I dont understand what is taking so long and why my personal transactions are being queried. The rep in his last message to me said what they were doing was perfectly legal. I have no idea but i cant see why my withdrawal should be held to ransom for something that shouldnt even be an issue.

 

[colinsunderland]

I would give them a couple of days then do what I suggested earlier. Well I would do it now if it were me, but you have waited so long you may as well give them another couple of days Previous history with this type of thing suggests you won't get anywhere though without pushing them.

It's legal for them to ask, it's not legal to demand.
Your mother hasn't given consent for them to process her information, and thats that.
I am quite sure the only way you will get anywhere is to do what I said above.

 

[icecream6984]

I feel its important i update this thread with what has or hasnt been done by Videoslots, so anyone else who goes through the same process knows what to expect.

Its now day 13 since my source of wealth documents were requested and provided. Videoslots have dragged their feet, no one can tell me when this will be sorted or why it is taking so long. My withdrawal is still pending. Not even the rep here has been able to sort this out for me.

After chasing everyday, i got an email from Linus today saying

Linus (Videoslots) Mar 23, 2021, 14:58 GMT+1 Hi Sorry for the late reply. I should have a final update for you later today. Have a nice afternoon. Kind regards, Team Videoslots

To which i replied @ 15.52
"Thank you. I hope that will be my account fully verified and my withdrawal processed.

I look forward to hearing from you before the end of the day.

Thanks"

I now received an email saying

Team Videoslots (Videoslots) Mar 23, 2021, 18:02 GMT+1 Hi, I didn't get the update I was expected today, unfortunately. I will follow up again tomorrow. I apologize for the inconvenience. Kind regards, Team Videoslots

I have replied with the following
"How long is this going to go on for? Every response I get from videoslots is the same. Never an actual timeframe of when this will be done and there are always delays in getting an actual answer. How difficult can it be to look at my income and match it to my statements and process my withdrawal. This is getting ridiculous now. I would like to make a complaint and I would like a manager to contact me as soon as possible. I am sick of being told that I will get an answer shortly. There is no justifiable reason for this delay. It's out of order. Nobody at videoslots is capable of actually being helpful and sorting this out.
Tomorrow is 14 days since this process started. Which is more than enough time to sort this out. How is it that White Hat Gaming were able to verify my source of wealth within 48 hours and yet videoslots are still dragging their feet at 14 days??
Im not happy about this. I would like a response within 24 hours. "

So anyone who plays on Videoslots and has their withdrawal held to ransom whilst they carry out a source of wealth verification....expect to be waiting a long time. Better yet just dont play at videoslots. They clearly dont care about their players or even have the decency to provide any sort of explanation of why it is taking 2 weeks to complete the source of wealth verification. Its a joke. I genuinely enjoyed playing at videoslots but this has left a very sour taste and i am not sure if i will be playing there again.
Of course if this actually resolved tomorrow (unlikely) then i will update here but other than that i am very disappointed with Videoslots. Unprofessional and Unhepful.

 

[Carl8/11]

I feel its important i update this thread with what has or hasnt been done by Videoslots, so anyone else who goes through the same process knows what to expect.

Its now day 13 since my source of wealth documents were requested and provided. Videoslots have dragged their feet, no one can tell me when this will be sorted or why it is taking so long. My withdrawal is still pending. Not even the rep here has been able to sort this out for me.

After chasing everyday, i got an email from Linus today saying

Linus (Videoslots) Mar 23, 2021, 14:58 GMT+1 Hi Sorry for the late reply. I should have a final update for you later today. Have a nice afternoon. Kind regards, Team Videoslots

To which i replied @ 15.52
"Thank you. I hope that will be my account fully verified and my withdrawal processed.

I look forward to hearing from you before the end of the day.

Thanks"

I now received an email saying

Team Videoslots (Videoslots) Mar 23, 2021, 18:02 GMT+1 Hi, I didn't get the update I was expected today, unfortunately. I will follow up again tomorrow. I apologize for the inconvenience. Kind regards, Team Videoslots

I have replied with the following
"How long is this going to go on for? Every response I get from videoslots is the same. Never an actual timeframe of when this will be done and there are always delays in getting an actual answer. How difficult can it be to look at my income and match it to my statements and process my withdrawal. This is getting ridiculous now. I would like to make a complaint and I would like a manager to contact me as soon as possible. I am sick of being told that I will get an answer shortly. There is no justifiable reason for this delay. It's out of order. Nobody at videoslots is capable of actually being helpful and sorting this out.
Tomorrow is 14 days since this process started. Which is more than enough time to sort this out. How is it that White Hat Gaming were able to verify my source of wealth within 48 hours and yet videoslots are still dragging their feet at 14 days??
Im not happy about this. I would like a response within 24 hours. "

So anyone who plays on Videoslots and has their withdrawal held to ransom whilst they carry out a source of wealth verification....expect to be waiting a long time. Better yet just dont play at videoslots. They clearly dont care about their players or even have the decency to provide any sort of explanation of why it is taking 2 weeks to complete the source of wealth verification. Its a joke. I genuinely enjoyed playing at videoslots but this has left a very sour taste and i am not sure if i will be playing there again.
Of course if this actually resolved tomorrow (unlikely) then i will update here but other than that i am very disappointed with Videoslots. Unprofessional and Unhepful.

I had something similar last year at videoslots, wouldn't pay me out a withdrawal until I'd jumped through all of their SOW hoops. Got to the point I'd had enough so I requested they close my account. Money was in my bank within a week.

I've got something similar going on with All British at the moment and I asked them if I dont provide the requested documents and I close my account will they pay me, theyve confirmed via email that they will not pay me as they aren't allowed to without the documents provided to them (its only SOW. I'm fully verified)
To me this is the opposite of what happened at videoslots so maybe theres some new rule that they get to hold onto my withdrawal even if I close my account. I'm sure there are plenty of people on here that would know more than me on this subject.

 

[colinsunderland]

I had something similar last year at videoslots, wouldn't pay me out a withdrawal until I'd jumped through all of their SOW hoops. Got to the point I'd had enough so I requested they close my account. Money was in my bank within a week.

I've got something similar going on with All British at the moment and I asked them if I dont provide the requested documents and I close my account will they pay me, theyve confirmed via email that they will not pay me as they aren't allowed to without the documents provided to them (its only SOW. I'm fully verified)
To me this is the opposite of what happened at videoslots so maybe theres some new rule that they get to hold onto my withdrawal even if I close my account. I'm sure there are plenty of people on here that would know more than me on this subject.

No casino can just keep your money like that. There is a process to go through and it isn't overnight but they have to pay you.

 

[icecream6984]

I had something similar last year at videoslots, wouldn't pay me out a withdrawal until I'd jumped through all of their SOW hoops. Got to the point I'd had enough so I requested they close my account. Money was in my bank within a week.

I've got something similar going on with All British at the moment and I asked them if I dont provide the requested documents and I close my account will they pay me, theyve confirmed via email that they will not pay me as they aren't allowed to without the documents provided to them (its only SOW. I'm fully verified)
To me this is the opposite of what happened at videoslots so maybe theres some new rule that they get to hold onto my withdrawal even if I close my account. I'm sure there are plenty of people on here that would know more than me on this subject.

I was hoping to avoid closing my account with videoslots as its one of my favourite sites to play at, but i think its inevitable now.

I dont think any site has the right to keep your money, as Colin said above. Its very frustrating and it ruins the player experience. I hope you get it sorted with AllBritish

 

[Carl8/11]

No casino can just keep your money like that. There is a process to go through and it isn't overnight but they have to pay you.

That's what I thought, but I've got emails saying they will not release the funds.
I purposely questioned it saying specifically if I close my account and dont provide the documents required you will have to pay me the money right? Theyve replied saying they wont be releasing the money unless I provide the documents, and then they asked if I wish to close my account. As I said I'm not up to speed with this but with videoslots last year they paid me within a week of closing my account.
I'm taking to the rep on here at the moment and hes a great guy to deal with so hopefully something will get sorted.

 

[Mr_Slot5]

That's what I thought, but I've got emails saying they will not release the funds.
I purposely questioned it saying specifically if I close my account and dont provide the documents required you will have to pay me the money right? Theyve replied saying they wont be releasing the money unless I provide the documents, and then they asked if I wish to close my account. As I said I'm not up to speed with this but with videoslots last year they paid me within a week of closing my account.
I'm taking to the rep on here at the moment and hes a great guy to deal with so hopefully something will get sorted.

They cannot legally not pay you I believe. I though AllBritish was meant to be one of the good guys?

My best guess would be it’s a tactic to make you give the documents so you don’t close your account. This type of stuff needs clamping down on hard. It may result in a few pulling out of the UK market (as it’s not worth the hassle) but it is what it is.

I think the rep is Jan, and yes he is a top bloke from what I’ve seen.

 

[Carl8/11]

They cannot legally not pay you I believe. I though AllBritish was meant to be one of the good guys?

My best guess would be it’s a tactic to make you give the documents so you don’t close your account. This type of stuff needs clamping down on hard. It may result in a few pulling out of the UK market (as it’s not worth the hassle) but it is what it is.

I think the rep is Jan, and yes he is a top bloke from what I’ve seen.

Yes its Jan, and hes been spot on so far, and is a really nice guy.

Im not about to say anything bad about All British as it's still ongoing and I'm sure with Jan involved things will be resolved quickly and to everyone's satisfaction.

 

[helenakp]

Yes its Jan, and hes been spot on so far, and is a really nice guy.

Im not about to say anything bad about All British as it's still ongoing and I'm sure with Jan involved things will be resolved quickly and to everyone's satisfaction.

Iam sure if everything is ok by your side for Allbritish casino if Jan is included he will fix it,hes the best casino rep that CM ever had and thats not my opinion only but many members can confirm that.

As for VS when i read you are in ongoing emails with Linus well good luck with that,just hope they will prove me wrong.

 

[Carl8/11]

Iam sure if everything is ok by your side for Allbritish casino if Jan is included he will fix it,hes the best casino rep that CM ever had and thats not my opinion only but many members can confirm that.

As for VS when i read you are in ongoing emails with Linus well good luck with that,just hope they will prove me wrong.

No ongoing emails with Videoslots, that ship sailed a long time ago. They were far to intrusive with what they wanted as SOW.

Ongoing messages with Jan though, and as I said hes seems to be a great guy and very helpful. I just hope All British have a better use of common sense than videoslots did when it comes to SOW and withholding Withdrawals.

 

[icecream6984]

I decided last night to put in a complaint about the time it was taking to get this sorted. They said someone from the "higher up" will contact me if i give them a time and date, i replied with today at 1230. I got an email saying there are no updates and therefore no reason to call me. I am finding this absolutely ridiculous. The rep on here hasnt helped and instead i have received an email asking to send further statements of my 2nd bank account. I have done this, reluctantly but this will be the last bit of information i will send them. This has gone beyond reasonable for requests of information. I will be waiting until the end of the week. If it hasnt been solved by then i will be closing my account and moving on.

@Team.Videoslots I am very disappointed in your lack of help and input in this case of mine. Videoslots clearly dont care about their players and once again you have gone silent with no help being offered. I was told i would get a "final update" yesterday and yet nothing. Just another delaying tactic. Shocking customer service. I would not recommend Videoslots to anyone. They are an absolute disgrace when it comes to customer service and dealing with issues.

 

[Steviedoo]

I decided last night to put in a complaint about the time it was taking to get this sorted. They said someone from the "higher up" will contact me if i give them a time and date, i replied with today at 1230. I got an email saying there are no updates and therefore no reason to call me. I am finding this absolutely ridiculous. The rep on here hasnt helped and instead i have received an email asking to send further statements of my 2nd bank account. I have done this, reluctantly but this will be the last bit of information i will send them. This has gone beyond reasonable for requests of information. I will be waiting until the end of the week. If it hasnt been solved by then i will be closing my account and moving on.

@Team.Videoslots I am very disappointed in your lack of help and input in this case of mine. Videoslots clearly dont care about their players and once again you have gone silent with no help being offered. I was told i would get a "final update" yesterday and yet nothing. Just another delaying tactic. Shocking customer service. I would not recommend Videoslots to anyone. They are an absolute disgrace when it comes to customer service and dealing with issues.

I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.

 

[Carl8/11]

If they are ignoring you I guess the only option

I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.

This is pretty much how my dealings with them went, they had sent me an email requesting SOW but I had never received it. I was allowed to deposit about £6k over 10 weeks after their request without an issue. The day I tried to withdraw £5k they blocked my account and told me they must have SOW. I point blank refused and asked to close my account and have my withdrawal paid, Money was in my bank a week later.
They have some interesting ways of operating and in my opinion it's very underhand.

 

[icecream6984]

I was in the same boat as you just a few weeks ago. Except I outright refused to give them any sow documents.

They asked for docs in an email that landed in junk. I was allowed to deposit even though they had asked for the docs. and then I had a withdrawal and that’s when they balked at paying me until I gave them the sow docs.

I complained on their newly accredited VS thread almost daily with the help of Colin.

one day the withdrawal funds magically appeared in my ecopayz account.

no email. No letter. Just processed the withdrawal without saying anything. I have not closed my account. And they have not closed my account like they said they would if I didn’t give them the sow docs.

I have not deposited there since then. Nor do I plan to.

there is no law or rule that says they can withhold your withdrawal until you give them the sow docs.

I repeatedly asked to see that law where it states this.

They will end up paying you. Don’t give up. It took almost a month.

Its outrageous how they can get away with this so many times. Surely by now you would think that witholding a withdrawal doesnt benefit anyone. I can still deposit if i wanted to but i am keeping well away. Again surely if they have some sort of problem with my source of funds then they shouldnt be letting me deposit, but they are quite happy to take my money in the form of a deposit but not willing to process my withdrawal, makes no sense, they want to know where my money comes from and instead of blocking that aspect they decide instead to withold my withdrawal. Seems unjustifiable.

I cant be bothered arguing with them anymore but i will be closing my account if this hasnt been sorted by the end of the week.

Im more disappointed that the rep here @Team.Videoslots hasnt made any effort to sort this either. I see other reps on here like Jan getting properly involved and sorting players issues out yet Videoslots dont seem to care. Shows what they think about their players

 

[colinsunderland]

I would start a PAB to get it dealt with via @maxd

A lot of complaints about this type of thing by Videoslots recently, here and elsewhere. Not really how an accredited casino should act in my opinion.

 

[Bazjones]

Hi there,

We apology for the late answer.

Could you please email us directly to [email protected] and we'll take a look at the issue.

Thanks in advance.

Best regards,

 

[icecream6984]

I would start a PAB to get it dealt with via @maxd

A lot of complaints about this type of thing by Videoslots recently, here and elsewhere. Not really how an accredited casino should act in my opinion.

What does this involve?

 

[icecream6984]

I have done so and I have also sent a pm to them on here. Theyare apparently prioritising my complaint

 

[colinsunderland]

I have done so and I have also sent a pm to them on here. Theyare apparently prioritising my complaint

Done what? Started a PAB? If so you cannot post about it any further until the PAB is finished.

 

[icecream6984]

Done what? Started a PAB? If so you cannot post about it any further until the PAB is finished.

Oh no sorry was replying to bazjones above. I have sent an email. I assume that's why he quoted the email address.

 

[Bazjones]

sorry for jumping on your post i just joined here i wasnt sure how this works

 

[icecream6984]

sorry for jumping on your post i just joined here i wasnt sure how this works

Its not a problem at all. We are in the same boat with our withdrawals not being processed.

 

[Bazjones]

i see, its a nightmare with them i wish you luck with yours i defiantly need more than luck my side

 

[DreamRJ]

@icecream6984 @Bazjones - I am sorry you have been having this bad time at VS. But honestly VS is a great casino. I have never had any issue with them. When I upload documents they always get done within minutes. SoW I still have not been asked yet and I played here now for nearly 5 years.

I am also level 102 and I have deposited £154,731.60 and withdrew about £133,758.98 in those 5 years...... I mean I do not know if they will take this long for me when they do finally send me a SoW request. I do dread it though. But maybe because of my loyalty and my Old VIP status my account used to have that might mean my account has priority and gets things verified much faster than it would for everyone else. But I am not even sure, just a guess on my part.

The rep is usually very good and very fast most of the time at responding but the last months they have basically stepped right back from being active on CM and now seem to only show up a few times a day. Which is a shame. They used to be active for hours and hours each day and also at weekends in the past. But now they are not even around at weekends. No idea why they have chosen this. Such a shame.

I really hope they sort this for you both though and you get your withdraws soon. I mean they will pay you anyway. All you can do I suppose is just wait. I know it is not ideal. Also if they still come back and say they still want your mums bank statement then I suppose you will have no choice but to just tell them, My mum said no and I have no choice but to close my account then. In which case they will then pay you once it is closed, it might just take them another week or 2 after it is closed.

Keep us all updated though.

Good Luck

 

[icecream6984]

@icecream6984 @Bazjones - I am sorry you have been having this bad time at VS. But honestly VS is a great casino. I have never had any issue with them. When I upload documents they always get done within minutes. SoW I still have not been asked yet and I played here now for nearly 5 years.

I am also level 102 and I have deposited £154,731.60 and withdrew about £133,758.98 in those 5 years...... I mean I do not know if they will take this long for me when they do finally send me a SoW request. I do dread it though. But maybe because of my loyalty and my Old VIP status my account used to have that might mean my account has priority and gets things verified much faster than it would for everyone else. But I am not even sure, just a guess on my part.

The rep is usually very good and very fast most of the time at responding but the last months they have basically stepped right back from being active on CM and now seem to only show up a few times a day. Which is a shame. They used to be active for hours and hours each day and also at weekends in the past. But now they are not even around at weekends. No idea why they have chosen this. Such a shame.

I really hope they sort this for you both though and you get your withdraws soon. I mean they will pay you anyway. All you can do I suppose is just wait. I know it is not ideal. Also if they still come back and say they still want your mums bank statement then I suppose you will have no choice but to just tell them, My mum said no and I have no choice but to close my account then. In which case they will then pay you once it is closed, it might just take them another week or 2 after it is closed.

Keep us all updated though.

Good Luck

Hey, thank you for your reply, I was hoping that the same would be done for me. I am level 216 and have been with them since 2016. I have never had any problems with them before, a few withdrawals delayed but that was due to a new payment system they were using. I enjoy using the site and have never really had anything bad to say about them. I have to say this time though has been an eye opener to how casino sites can be awful with their customer service. I have deposited over £200k with them in the 7 years i have been with them and withdrawn £168k approx.
Its very disappointing that a casino does not value loyalty and their long term players. Its a shame but i now realise that loyalty and long term players mean nothing to videoslots. I do hope this gets sorted soon but as you say if it comes down to it i will just have to close my account and continue playing at the other sites. Either way they will have to process my withdrawal.

Anyways, will keep the thread updated as and when anything happens (or doesnt happen in this case)

Thank you again, hopefully i will have better news to report soon.

 

[DreamRJ]

Hey, thank you for your reply, I was hoping that the same would be done for me. I am level 216 and have been with them since 2016. I have never had any problems with them before, a few withdrawals delayed but that was due to a new payment system they were using. I enjoy using the site and have never really had anything bad to say about them. I have to say this time though has been an eye opener to how casino sites can be awful with their customer service. I have deposited over £200k with them in the 7 years i have been with them and withdrawn £168k approx.
Its very disappointing that a casino does not value loyalty and their long term players. Its a shame but i now realise that loyalty and long term players mean nothing to videoslots. I do hope this gets sorted soon but as you say if it comes down to it i will just have to close my account and continue playing at the other sites. Either way they will have to process my withdrawal.

Anyways, will keep the thread updated as and when anything happens (or doesnt happen in this case)

Thank you again, hopefully i will have better news to report soon.

Thanks and your welcome. May I ask did you recently do some bigger deposits than you usually do? Like deposit X amount which was 5X or 10X more in one transaction than you usually do? I just wondered what triggered them to request SoW for you? If you somehow triggered one of their thresholds....

The way I deposit at videoslots is I always only do between £10-£50 deposits in one transaction and I never go above that in one single transaction. I did do a few £100 deposits a few years ago but I no longer do bigger deposits. My play style is I like to deposit small and start low rolling to see if I can build from a small deposit and grow it up. 95% fail rate though hahaha but I just like trying lol.

 

[icecream6984]

Thanks and your welcome. May I ask did you recently do some bigger deposits than you usually do? Like deposit X amount which was 5X or 10X more in one transaction than you usually do? I just wondered what triggered them to request SoW for you? If you somehow triggered one of their thresholds....

The way I deposit at videoslots is I always only do between £10-£50 deposits in one transaction and I never go above that in one single transaction. I did do a few £100 deposits a few years ago but I no longer do bigger deposits. My play style is I like to deposit small and start low rolling to see if I can build from a small deposit and grow it up. 95% fail rate though hahaha but I just like trying lol.

nothing out of the usual. But last year i won over £40k between videoslots and Coral and in one month i deposited over £10k and i wasnt asked for SoW then so i dont understand why it triggered this month.

Guess i will just have to wait and see...

 

[Team.Videoslots]

Hi all,

@icecream6984 -- I have sent you an update. I really want to apologize for the drawn-out process you experienced, but I appreciate the feedback we have received. We take it seriously and are working hard to improve our routines to avoid similar situations in the future.

Have a nice day ahead.

Kind regards,
Team Videoslots

 

[DreamRJ]

nothing out of the usual. But last year i won over £40k between videoslots and Coral and in one month i deposited over £10k and i wasnt asked for SoW then so i dont understand why it triggered this month.

Guess i will just have to wait and see...

Ok I see.

Let us know what this update was that @Team.Videoslots let you know about please and thanks.

I also appreciate the reply @Team.Videoslots - I really hope that is the case Keep it up!