Documents were requested for source of wealth for the 2nd time in 5 months. Everything was apparently verified, however they have blocked access to my account and will not provide any update apart from the relevant team will contact you.

All I want is my money

Dear Poppy72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

All documents were submitted several days ago, and confirmation was sent saying nothing else was required, and thats everything was approved, and I would soon have access and be able to withdraw my funds, that was almost 6 days ago. Since then, no one from videslots will respond to me, they have blocked any emails I send to them and also blocked my access through live chat. They are simply refusing to deal with my case. All I want is the money in my account refunded to my bank card.

Could you please advise to which casino is this complaint related? It is submitted under MrVegas Casino but in your last comment you mentioned Videoslots Casino. Thank you in advance.

My account is with Mr vegas, but for some reason videoslots are the ones reviewing the documents.

Thank you very much, Poppy72, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Poppy72!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCogra – an alternative dispute resolution service (https://ecogra.org/products-services/alternative-dispute-resolution) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the UKGC Gaming Authority itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team