VIDEOSLOTS

[SYPlayer95]

Afternoon All,

If people would be so kind to assist with the following issue at Videoslots.

I am under the impression they are highly regarded on this forum. For one, I am struggling to see why. Nothing but problems with these lot.

I have a residual balance in an account. If my perception of the UKGC guidelines are correct. The balance should be returned to me.

Can somebody enlighten me on why the casino is requesting my bank statements??

Just to mention, this has been ongoing since August 2024!

 

[essuk]

According to info ukgc gave me there are three grounds for identity docs, bsnk statements etc

1 identity check...if not completed funds held
2 safer gaming ....customer can refuse, close their ac and funds must be returned
3 aml...if customer refuses to provide docs casino must make an aml risk assessment...if concerns of proceeds of crime must report to nca. Only nca can instruct for funds to be held. In no concerns funds must be returned

 

[SYPlayer95]

Thanks for your response.
So from what I can see, neither one these apply. Unless I have mis-interpreted.
Baring in mind I had a fully verified account with MrVegas, I can't see how any of the above would be a problem?

 

[essuk]

Ask them the reason for the docs request. If they say safer gaming. Ask to close your account and have funds returned if you are happy closing your ac

 

[SYPlayer95]

I am already self-excluded. They have no reason to hold my funds.

 

[essuk]

YOu self excluded before or after your withdrawal issues

 

[Team.Videoslots]

Hi @SYPlayer95

We have sent you a private message to request a bit more information to identify your account.

Please respond to the message, and we'll get back to you as soon as possible.

Kind regards,
Team Videoslots