I have been unable to withdraw my winnings for over three weeks. I made my deposit with Mifinity. When we want to withdraw I only have access to this method and the bank transfer. So I try to withdraw via Mifinity but they ask me to use another method. Despite several attempts it does not work. They also tried to do it manually and that didn't work either. When I ask for their help in chat, they tell me that they will transfer the case to the right person and get back to me by email. Each time, I am told the same thing: to make a bank transfer and they attach the information that I must complete and it does not work again and again. No other alternative is offered to me and therefore, it is impossible to withdraw.

Dear Baabz,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Do I understand correctly that placing a minimum required deposit via bank transfer is not working at all?
• Was your account verified successfully in the past?
• If there's any relevant communication, please forward it to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello, There are other withdrawal methods but I cannot use them since my deposit was not made with them. The bank transfer is always denied. I deposited with mifinity to avoid this problem and even if it is one of the withdrawal methods, it asks me to use another and therefore, only the bank transfer which does not work.

my account is verified

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

Dear Baabz,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

I would like to invite a Videoslots Casino representative to join this conversation and participate in resolving this complaint.

Dear Videoslots Casino,

Could you state why the player's withdrawal has not yet been processed? Is there a possibility that the player could withdraw the funds using other payment methods?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi,

There are no funds to be withdrawn on the user's account.

The player decided to play all of their funds on the 6th of December, we offered the player a play-block to prevents the funds from being wagered but they refused the Play-Block and decided to play their winnings.

The player then self-excluded their account.

As a result there are no funds available to be withdrawn.

Kind Regards.

Team Videoslots.

Dear Videoslots Casino,

Thank you for your fast response and the information provided.

Hello Baabz,

Could you confirm you lost all the funds?

I'll be awaiting your response.

Dear Baabz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.