Videoslots withdrawal of large win

[Mark31288]

Hi all,

I am looking for some help in regards to an insane win i had on Videslots. Cut to the chase i got a £54,350 feature (screenshot to follow) and now have a balance of just over £61k.

VS cannot give me any answers in regards to a manual withdrawal, just stating repeatedly that they are 'looking in to it' and that support cannot access any information (pretty useless support then IMO!?)

Has anyone else experienced this? any suggested routes to go down? i have had a manual withdrawal from them before and it was done within 48hours, we are now on the 3rd working day with no answers.

I am fully verified, completed source of wealth declaration which was approved, only ever used one debit card to deposit and withdraw so unsure as to what may be causing them to be cagey and not give answers.

Any help greatly appreciated!

Thank you

See Related Threads:

• Videoslots: Serious Payment Issues
• Videoslots Refusing Payment
• Missing Withdrawals From Videoslots
• Withdrawal Problem Videoslots
• Videoslots Payout Problem - Waiting Two Months

 

[dunover]

I don't know what the communications issues are like, but be aware that big hits and wins often need to be verified by the slot provider - this can take a few days up to a week and is a possible reason?

 

[Mark31288]

well in my experience VS have not been very good. i wouldn't mind if they told me that and for example just said it will be resolved this week once we have done this this and this, or just any explanation really!

At present, it appears they are just holding the cash with no intention of paying out. i immediately put a play block on so i cannot continue playing until the withdrawal is complete.

 

[Mark31288]

@Team.Videoslots can you assist any further with this so i can ascertain what is happening and perhaps be given some reliable non automated response answers? Thank you

 

[colinsunderland]

Whats a manual withdrawal? Why can't you just do a normal one or is it something they do on large wins?
Have you spoken to @Team.Videoslots as they can probably do more than normal customer service

 

[Mark31288]

@colinsunderland they have a limit of withdrawing 30k profit per month so as this is over that it has to be done manually (i.e a bank transfer arranged by them). That's how i have been led to understand it.

 

[Nate]

It is sometimes down to the verification of the hit as others have stated.

Videoslots also have limits on how much can be sent to your deposit method (I think 30k) and then anything above that needs to be wired to a bank account.

Possibly any of the above?

Edit: I see that you have confirmed

Nate

 

[Mark31288]

@Nate assuming this needs to be confirmed with the provider? i am not screaming for the money to be paid in an instant, but would like to think its achievable to get it within a week of requesting a withdrawal with a large and allegedly reputable casino such as VS.

my main issue is the lack of information being given, and at present anxiety levels are through the roof just logging in and seeing £61k sat there not knowing if its realistically mine or not (even though i have the bonus on video which i have watched about a thousand times haha!)

cheers

 

[Mark31288]

screenshot as promised!

 

[dunover]

@Nate assuming this needs to be confirmed with the provider? i am not screaming for the money to be paid in an instant, but would like to think its achievable to get it within a week of requesting a withdrawal with a large and allegedly reputable casino such as VS.

my main issue is the lack of information being given, and at present anxiety levels are through the roof just logging in and seeing £61k sat there not knowing if its realistically mine or not (even though i have the bonus on video which i have watched about a thousand times haha!)

cheers

Your money is 100% safe with Videoslots - don't worry even though with an amount that size it's 'squeaky bum time' as Sir Alex once said.
I would suggest, if you're tempted, to use the TAB facility for 7 days or something as they don't offer a lock withdrawal tool as far as I am aware. You can still communicate with customer services. We are all looking forward to your images.

P.S. My bad - I just noticed you already used the play block!

 

[Mark31288]

@dunover that is reassuring but i have read some bad press about wins being confiscated etc and people having to go through IBAS and apply to court to get their money, and its certainly squeaky bum time you are right !

i have put a play block on my account so i cannot play until the withrawal is done

 

[dunover]

@dunover that is reassuring but i have read some bad press about wins being confiscated etc and people having to go through IBAS and apply to court to get their money, and its certainly squeaky bum time you are right !

i have put a play block on my account so i cannot play until the withrawal is done

Basically if you're a verified and genuine player (which you are reading the OP) you can lose the anxiety, gain a bit of patience and have 100% confidence you'll be paid. Mind you, I know that's easier said than done.

Your issue here is really about communication it appears and lack of information - again, your money is safe!

 

[Mark31288]

@dunover yes all genuine and it was just a crazy bit of luck, i think my confidence will be restored once i have the money in my bank, ant not before then! it really is life changing sum for me!

@Team.Videoslots do you have any comments to add or is PM the preferred method of communication ?

 

[dunover]

@dunover yes all genuine and it was just a crazy bit of luck, i think my confidence will be restored once i have the money in my bank, ant not before then! it really is life changing sum for me!

@Team.Videoslots do you have any comments to add or is PM the preferred method of communication ?

Yes, I'd advise a PM here. No need to do it in public and it's easier for the rep. It is after all a positive thread - a big winner! PM's are in confidence so please don't use their content on the thread, but of course let us know when you're sorted and paid.

P.S. I forgot to add - congrats on the win!

 

[Nate]

@Nate assuming this needs to be confirmed with the provider? i am not screaming for the money to be paid in an instant, but would like to think its achievable to get it within a week of requesting a withdrawal with a large and allegedly reputable casino such as VS.

my main issue is the lack of information being given, and at present anxiety levels are through the roof just logging in and seeing £61k sat there not knowing if its realistically mine or not (even though i have the bonus on video which i have watched about a thousand times haha!)

cheers

Stupid question - Did you go to the cashier and withdraw or are you waiting on them to actually remove the funds and do it for you? What was your previous arrangement?

Nate

 

[Mark31288]

Stupid question - Did you go to the cashier and withdraw or are you waiting on them to actually remove the funds and do it for you? What was your previous arrangement?

Nate

Because it was over 30k i knew it had to be a manual withdrawal, so i requested this straight away. I did attempt a withdrawal via TRUSTLY (which i have used on VS many times) and it was disapproved, i tried various amounts from £2500 to £10000 and all were disapproved.

The previous arrangement was all withdrawal that took me over 30k net in the calendar month would have to be manual, i managed a few wins and these were paid out within 48hours and in my bank within 72hours. This time is very different and i don't understand why.

 

[Mark31288]

Yes, I'd advise a PM here. No need to do it in public and it's easier for the rep. It is after all a positive thread - a big winner! PM's are in confidence so please don't use their content on the thread, but of course let us know when you're sorted and paid.

P.S. I forgot to add - congrats on the win!

Thanks @dunover will drop them a message now!

Cheers bud, appreciate it

 

[Nate]

Because it was over 30k i knew it had to be a manual withdrawal, so i requested this straight away. I did attempt a withdrawal via TRUSTLY (which i have used on VS many times) and it was disapproved, i tried various amounts from £2500 to £10000 and all were disapproved.

The previous arrangement was all withdrawal that took me over 30k net in the calendar month would have to be manual, i managed a few wins and these were paid out within 48hours and in my bank within 72hours. This time is very different and i don't understand why.

Then I'd assume that its probably being verified OR you are not choosing the correct method (Don't know if Trustly is classified as Wire). But if you say that support is unhelpful or cannot give you information then I'd be a bit irritated as well.

Alas, you can PM the Videoslots rep here and possible get clarity.

Keep us updated though.

Nate

 

[nikantw]

Sometime ago I asked them here about big wins and cashouts.
The answer was always something like "it will be paid in one payment".

 

[Mark31288]

Then I'd assume that its probably being verified OR you are not choosing the correct method (Don't know if Trustly is classified as Wire). But if you say that support is unhelpful or cannot give you information then I'd be a bit irritated as well.

Alas, you can PM the Videoslots rep here and possible get clarity.

Keep us updated though.

Nate

i just feel like if its taking this long they will be trying to worm out of it, i have adhered to all the terms and had no active bonus so its just 'normal play' if you like. I have withdrawn many times and been notified that it HAS to be done by videoslots themselves when over 30k, their terms also state:

2.15 When and if, there are jackpot games on the website, an account holder who won a jackpot of more than € 50,000 in the progressive slots, may have to wait up to 30 working days on payment from the time of the jackpot. Account holder can then choose to take out the full jackpot profit, regardless of size.

For winnings that are not categorized as progressive jackpots, the following applies:

• Account holders may only withdraw the maximum amount of € 30,000 per month, unless a larger amount has been agreed with Videoslots. Then the Account holder is paid an amount of € 30,000 per month until all winnings has been received.
• All deposits through our payment provider POLi can only be withdrawn to the same bank account which the deposit originated from, including any winnings. If this is not possible, then due diligence documentation will be requested to verify your identity. This shall be treated as an exception to the rule.

i have sent them a PM so hoping this will speed up the process. If i still fail to get any resolution, what are the next steps ?

Sometime ago I asked them here about big wins and cashouts.
The answer was always something like "it will be paid in one payment".

i am hoping it will be paid in one payment, but at present i cannot even get confirmation it will be paid or any reason for a delay, the communication is truly awful in comparison to other operators i have to say.

 

[Nate]

i just feel like if its taking this long they will be trying to worm out of it, i have adhered to all the terms and had no active bonus so its just 'normal play' if you like. I have withdrawn many times and been notified that it HAS to be done by videoslots themselves when over 30k, their terms also state:

2.15 When and if, there are jackpot games on the website, an account holder who won a jackpot of more than € 50,000 in the progressive slots, may have to wait up to 30 working days on payment from the time of the jackpot. Account holder can then choose to take out the full jackpot profit, regardless of size.

For winnings that are not categorized as progressive jackpots, the following applies:

• Account holders may only withdraw the maximum amount of € 30,000 per month, unless a larger amount has been agreed with Videoslots. Then the Account holder is paid an amount of € 30,000 per month until all winnings has been received.
• All deposits through our payment provider POLi can only be withdrawn to the same bank account which the deposit originated from, including any winnings. If this is not possible, then due diligence documentation will be requested to verify your identity. This shall be treated as an exception to the rule.

i have sent them a PM so hoping this will speed up the process. If i still fail to get any resolution, what are the next steps ?


i am hoping it will be paid in one payment, but at present i cannot even get confirmation it will be paid or any reason for a delay, the communication is truly awful in comparison to other operators i have to say.

I am aware they changed the max 30k rule not too long ago whereby the 30k goes back to the deposit method and they pay you the rest via wire.

Where did you get those terms from?

Maybe @Team.Videoslots can clarify if there are withdrawal limits once again?

I hope they at least reply to you - It's rather poor form of them leaving you hanging for 3 days. If you do not get a reply from the REP here, or any way forward, there is a last resort of a PAB.

I don't think it will get to that stage though.

Nate

 

[Mark31288]

I am aware they changed the max 30k rule not too long ago whereby the 30k goes back to the deposit method and they pay you the rest via wire.

Where did you get those terms from?

Maybe @Team.Videoslots can clarify if there are withdrawal limits once again?

I hope they at least reply to you - It's rather poor form of them leaving you hanging for 3 days. If you do not get a reply from the REP here, or any way forward, there is a last resort of a PAB.

I don't think it will get to that stage though.

Nate

Those terms came direct from their website.

I got a PM back saying i had to email videoslots due to GDPR regs which is fine, i have done and yet to receive a reply.

what is a PAB? excuse the ignorance but this is all new to me, i never thought id be in the position of having such a huge win, let alone not being able to get it cashed out!

Cheers

 

[Nate]

Those terms came direct from their website.

I got a PM back saying i had to email videoslots due to GDPR regs which is fine, i have done and yet to receive a reply.

what is a PAB? excuse the ignorance but this is all new to me, i never thought id be in the position of having such a huge win, let alone not being able to get it cashed out!

Cheers

It's a 'Pitch a Bitch' - A complaint service offered by Casinomeister.

You can read about it here: Player Arbitration Policies and Procedures

Like I said, I don't think you would need to use this with Videoslots. The overall delay / lack of communication is the problem. Since you have emailed them, ask them to keep you updated about progress and why there is a delay - you shouldn't be chasing them - they should chase you if anything is needed.

Nate

 

[nikantw]

Those terms came direct from their website.

I got a PM back saying i had to email videoslots due to GDPR regs which is fine, i have done and yet to receive a reply.

what is a PAB? excuse the ignorance but this is all new to me, i never thought id be in the position of having such a huge win, let alone not being able to get it cashed out!

Cheers

Give it an hour or two ....
Go out, do something to clear your head, by the time you return you will have news.

 

[brianmon]

I thought that casinos weren't allowed to have withdrawal limits for UKGC players now

 

[dunover]

Those terms came direct from their website.

I got a PM back saying i had to email videoslots due to GDPR regs which is fine, i have done and yet to receive a reply.

what is a PAB? excuse the ignorance but this is all new to me, i never thought id be in the position of having such a huge win, let alone not being able to get it cashed out!

Cheers

I think you're getting a little impatient. It won't come to a PAB, but give them a reasonable time to examine your messages and get things sorted. I know how you feel, my arse would be going like a rabbit's nose with this amount of winnings and awaiting my payment, but procedures can't be rushed!

I feel you may be paid in one payment too, as @brianmon said because you are a UK player.

A big winner is good for VS too!

 

[Mark31288]

I think you're getting a little impatient. It won't come to a PAB, but give them a reasonable time to examine your messages and get things sorted. I know how you feel, my arse would be going like a rabbit's nose with this amount of winnings and awaiting my payment, but procedures can't be rushed!

I feel you may be paid in one payment too, as @brianmon said because you are a UK player.

A big winner is good for VS too!

Perhaps so. Unfortunately I received the same ‘we are looking into it’ response after contacting VS through here. That is not what I wanted and the same response I have had for the last 3 days. Although it may appear I am being impatient, in the same breathe I am not being unreasonable trying to ascertain what is going on with my money? Wouldnt you agree?
I don’t think that’s too much of an ask and receiving the same response time and time again is getting more irritating each time.

 

[Team.Videoslots]

well in my experience VS have not been very good. i wouldn't mind if they told me that and for example just said it will be resolved this week once we have done this this and this, or just any explanation really!

At present, it appears they are just holding the cash with no intention of paying out. i immediately put a play block on so i cannot continue playing until the withdrawal is complete.

Hi @Mark31288,

Like @dunover mentioned when someone has a win like that we need to wait for the provider. We are doing everything we can to push them to get back to us. You also sent us a private message here on the forum that we will reply to. You have reached out to us today, so I am not sure what you mean when you say the communication is bad.

Br,
Team Videoslots

 

[Jasminebed]

@Team.Videoslots this is why VS still needs someone that acts as VIP host, even if they do not hand out other bonuses.

I am sure you will be paid, although I am unsure if the 30K limit will apply. 2700x bet is a big win, but not so big they should have to check with game provider I would think.

 

[Mouche12]

I would be just as unhappy/anxious as the OP. Clear communication is essential.

Maybe some of you remember that a CM'er (was it Nate?) won over 50k on Doa @Redbet and it was paid very quickly?

In the rare event players get this lucky it's quite disappointing that normal cashout times are not adhered to. More than 3 days without a proper explanation is imo unacceptable. Having said that, the OP will get his money of course but the way it's being dealt with will understandably create a rather bitter after-taste.

 

[Mark31288]

Hi @Mark31288,

Like @dunover mentioned when someone has a win like that we need to wait for the provider. We are doing everything we can to push them to get back to us. You also sent us a private message here on the forum that we will reply to. You have reached out to us today, so I am not sure what you mean when you say the communication is bad.

Br,
Team Videoslots

Hi

This is the first time I have been told about waiting for the provider.

Since Tuesday I have been told ‘we are looking into it’ time and time again with no real reasons / timeframes being given. This in my eyes, is bad communication because you aren’t telling me anything, I.e not communicating well.

I have been polite and professional until this point so don’t wish to get into tit for tat bickering on a forum about what is deemed ‘bad communication’, not my scene.

If you can kindly provide by PM / email an update in regards to the next steps and what exactly happens I would be greatful, if not only to put my mind at rest.

 

[Team.Videoslots]

Hi @Mouche12,

The reason for this was because of the provider not responding to us. However, I can agree that our support could have handled this better by giving @Mark31288 a better explanation of what is going on. I will bring this up with the right people so it won't happen again.

Br,
Team Videoslots

 

[Team.Videoslots]

@Mark31288 We will reply to your email now.

Br,
Team Videoslots

 

[Mark31288]

I would be just as unhappy/anxious as the OP. Clear communication is essential.

Maybe some of you remember that a CM'er (was it Nate?) won over 50k on Doa @Redbet and it was paid very quickly?

In the rare event players get this lucky it's quite disappointing that normal cashout times are not adhered to. More than 3 days without a proper explanation is imo unacceptable. Having said that, the OP will get his money of course but the way it's being dealt with will understandably create a rather bitter after-taste.

Well said. I would like to think regardless of the win amount (jackpots, progressives etc excluded) the withdrawal times should be the same. Evidently not.

I am glad it’s not just me who would feel / feels this way!

 

[Team.Videoslots]

@Mark31288 I agree with you.

Br,
Team Videoslots

 

[DreamRJ]

@Mark31288 - As others said and as @Team.Videoslots said, do not worry.

Can I just add this? When I have had wins over 2500X bet I have never had to wait a week to be paid? I always get my withdraws within 5 mins to neteller. So I do not know why this time this win they say they need to contact the provider lol. Seems very strange, as I have had plenty of wins over 2500X at VS and not once has it taken longer than 30 minutes to get my money via Neteller. So why is this the case with this win @Team.Videoslots ? I am all ears?

 

[Team.Videoslots]

Hi @DreamRJ,

Like we mentioned earlier, it all depends on the provider and how fast they are to reply.

Br,
Team Videoslots

 

[Chipkin9]

Hi @Mark31288,

Like @dunover mentioned when someone has a win like that we need to wait for the provider. We are doing everything we can to push them to get back to us. You also sent us a private message here on the forum that we will reply to. You have reached out to us today, so I am not sure what you mean when you say the communication is bad.

Br,
Team Videoslots

You know...All those very bad runs I've had on Book of Dead and running at an RTP of 88% over almost 60k spins. Do you think maybe you could check with the provider on that?

Perhaps there's been some technical issue which has been causing those bad results.

I'm sure Mark will be paid, I 100% trust in that. But I get negative thoughts & feelings when I see that casino's must check after every big win in the vein hope that there was an "issue" or "error". How could there be an error and at what point in the future do casino's/providers start to outright lie to refuse payouts?

"Sorry there was an error which caused the win". BS.

It's been programed into the RTP and is a random output that happened, stop checking!

Things like this frustrate me.

 

[SpinUk]

@Mark31288 - As others said and as @Team.Videoslots said, do not worry.

Can I just add this? When I have had wins over 2500X bet I have never had to wait a week to be paid? I always get my withdraws within 5 mins to neteller. So I do not know why this time this win they say they need to contact the provider lol. Seems very strange, as I have had plenty of wins over 2500X at VS and not once has it taken longer than 30 minutes to get my money via Neteller. So why is this the case with this win @Team.Videoslots ? I am all ears?

The size of the win is the kicker here not the xbet

 

[DreamRJ]

@Team.Videoslots , @SpinUk - Ok I see thanks

 

[xexe]

You know...All those very bad runs I've had on Book of Dead and running at an RTP of 88% over almost 60k spins. Do you think maybe you could check with the provider on that?

Perhaps there's been some technical issue which has been causing those bad results.

I'm sure Mark will be paid, I 100% trust in that. But I get negative thoughts & feelings when I see that casino's must check after every big win in the vein hope that there was an "issue" or "error". How could there be an error and at what point in the future do casino's/providers start to outright lie to refuse payouts?

"Sorry there was an error which caused the win". BS.

It's been programed into the RTP and is a random output that happened, stop checking!

Things like this frustrate me.

Is this true? Screen shot the slot tracker! I have 85% RTP on Holiday Season over nearly 8k spins...

...and I struggle to think this can be beaten. And BTW, I fucking despise the game, I just kept played it for Rizk Race because it has the gamble option.

 

[Chipkin9]

Is this true? Screen shot the slot tracker! I have 85% RTP on Holiday Season over nearly 8k spins...
View attachment 105691
...and I struggle to think this can be beaten. And BTW, I fucking despise the game, I just kept played it for Rizk Race because it has the gamble option.

Yep 100% true. Slightly exaggerated, but not much.

I had to check my history here on the forum and it took me a while to find the post I was looking for.

This was in August 11th 2018. 39,000 spins and an RTP of 86%

Book of Dead

And this is now sometime later. 54,000 spins and a 91% RTP and that was all on the 96% version.

 

[colinsunderland]

Hi @Mouche12,

The reason for this was because of the provider not responding to us. However, I can agree that our support could have handled this better by giving @Mark31288 a better explanation of what is going on. I will bring this up with the right people so it won't happen again.

Br,
Team Videoslots

Why do you need to contact the provider though? Do you contact them if a player loses to check if the losing spins should have actually been winning ones?
I really don't understand why, has there ever been a case when a player has won then you have removed winnings as the provider says there was a fault?
Its also not really the player's problem if your supplier won't reply, surely you have a phone number for them?

 

[Jayjay231221]

Just pay the man simple!

 

[Chipkin9]

Why do you need to contact the provider though? Do you contact them if a player loses to check if the losing spins should have actually been winning ones?
I really don't understand why, has there ever been a case when a player has won then you have removed winnings as the provider says there was a fault?
Its also not really the player's problem if your supplier won't reply, surely you have a phone number for them?

Thankfully I believe the developers are meticulous and care 100% about the integrity of their slots.

There is no chance in hell they would want a scenario or case where they want communicated to a player that there was an error or technical issue.

Imagine the backlash of this for a moment and all the questions that would follow regarding the effect such errors have on the TRTP. This is the very last thing developers want. This at least reassures me that everything's good.

So I don't see or understand the need to have these wins checked and confirmed when it's written into the RTP and coded to give random outputs/results. I mean the only thing I can think of as a reason to check is to make sure their servers were not somehow impossibly hacked and manipulated to give the win. As far as I'm aware at this time that's impossible, no?

So yea, I'm curious if wins were ever removed as well. If the reason is anything other than servers being hacked as a reason for this then there would be a huge shitstorm over it...more damaging than the revelation 2 years ago that developrs offer different RTP settings.

EDIT: The revelation that providers other than RTG offered different RTP settings. I think it was common knowlegde about RTG many years before.

 

[nikantw]

Do I hear tinfoil hats clashing and whispers of "pool of results and affiliate RTP" in the background?

 

[goatwack]

Do I hear tinfoil hats clashing and whispers of "pool of results and affiliate RTP" in the background?

That's a ridiculous statement. Tinfoil makes a subtle crackling sound at best

 

[Mark31288]

Why do you need to contact the provider though? Do you contact them if a player loses to check if the losing spins should have actually been winning ones?
I really don't understand why, has there ever been a case when a player has won then you have removed winnings as the provider says there was a fault?
Its also not really the player's problem if your supplier won't reply, surely you have a phone number for them?

This was my thoughts exactly on both parts - when we lose hundreds, if not thousands in one session who checks with the provider that its not 'broken'?
and i would be intrigued to know if contact with a provider has ever resulted in someone having their winnings confiscated. I had read about VS confiscating winnings, but later realised it was a lad who had used his mums CC so that's fair enough!

 

[Mark31288]

***** UPDATE *****

of the balance you see in the screenshot, i have received roughly 26k a few moments ago. Apparantly the 30k withdrawal limit applies still but VS investigating if this can be removed due to the poor service received. There isn't a hope in hell i will be reversing it so i do not see why they cant just pay it and put this one to bed.

Will update once i have more info, but a heartfelt thank you to all you guys who had my back and also fought my corner thus far - Being my first post i wasn't confident of a reply let alone the support / backing / information i have gained, honestly its made the whole process bearable and a huge thank you again regardless of how minimal the input may have been.

The play block will remain, but i will certainly stick around based purely on the togetherness i have experienced, this is a good place to be!

 

[colinsunderland]

***** UPDATE *****

of the balance you see in the screenshot, i have received roughly 26k a few moments ago. Apparantly the 30k withdrawal limit applies still but VS investigating if this can be removed due to the poor service received. There isn't a hope in hell i will be reversing it so i do not see why they cant just pay it and put this one to bed.

Will update once i have more info, but a heartfelt thank you to all you guys who had my back and also fought my corner thus far - Being my first post i wasn't confident of a reply let alone the support / backing / information i have gained, honestly its made the whole process bearable and a huge thank you again regardless of how minimal the input may have been.

The play block will remain, but i will certainly stick around based purely on the togetherness i have experienced, this is a good place to be!

You're in the UK?
There are no withdrawal limits in the UK from any casino, and @Team.Videoslots have confirmed on here previously they were removed.
there is nothing to investigate, you should be paid in full.