I try to withdraw 750$ with etransfer, same method I used for deposit. I was ask to provide 3 different bank accounts???? Then that SCAM casino say that they made a mistake. That was 3 days ago. Still they don't won't to give me may money. Keep asking for more documents and looking for more reasons not to pay

Dear Jilda1, 

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Please understand that the casino needs to verify all the bank accounts you used for making deposits.

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, 

Veronika

I provide everything, now they even block my email

Hi just an update. I was using etransfer for deposit, but my phone number was tape wrong. I asked them to change it .They asked my for proof of ownership?? wich I also provided, that was on live chat. The agent from live chat told me to send email with that proof, but they blocked my email. I just got a email from them saying that my bank account is verified ,but I have to verified every time if I want to withdrawal. And still don't get my 750$.If anything changes I will let you know. Thanks

Can you please update me on the status of your document verification process for the casino? Have all your documents been approved or have any of them been rejected?

Yea everything was approved, I have emails showing that if you need them I can send them. My withdrawal was from 2024/2/4 still nothing I spoke with them they say I have to wait another 5 business days. They told me yhe same thing 5 days ago .Just playing games with me.If anything changes I will let you know. Thanks

Thank you for the update. Usually, we recommend players wait up to 14 days after they submit their withdrawal request for the money to appear in their bank account.

Could you please advise if you received your winnings yet?

No not yet, I don't think I will get my money. Now they say that they have to do some investigation, and I was ask to provide bank statement from the day of withdrawal until now. I told them that I can't provide statements right now because my bank relise statements at the end of the month not in the middle of the month. I send the a bank activity so they can see ,but apparently they are to dumb to check that. Anyway I'm not getting my money ,but if something changes I will let you know. Thanks for your time.

Thank you very much, Jilda1, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([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.

Thank you

Мерси

Dear Jilda1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Videoslots Casino Ontario representative to join this conversation.

Dear Videoslots Casino Ontario,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hi,just went to my bank and got my statement for this month.I had sent it to Videoslots, now will see what will be there next excuse for not sending me my money ??.Thanks I will let you know what will be next problem, because I expect more from them 750$ is a VERY big amount for them.

Hi Jilda1,

Thank you for complying with our Source of Wealth request.

We know these processes can be vexing and quite bothersome but we are happy to inform you your account has been verified.

Your withdrawal request has likewise been approved, please note that it might take up to 5 business days for the funds to reach your bank account.

Please let us know if you encounter any further issues and we will be happy to assist you.

Kind Regards.

Team Videoslots.

My first withdrawal was made on 02.04.2024 ,(750$)what kind of 5 business days are talking about .is already 20 days nothing. Yesterday I had made another withdrawal 1000$,we will see how long it will take. If I get anything. I have many emails from casino that are saying that my account is completely verified, but seems that they don't like to pay.

Hi Jilda1,

We are referring to your latest withdrawal, the previous withdrawals were rejected as your account was not verified at the time.

Business days is intended as working weekdays (excluded are Saturdays, Sundays and public or banking holidays).

Kind Regards.

Team Videoslots.

If was rejected were are my 750$ ??? You just keeping them or what. After 20 days you telling my that, you guys a joke. Just let me know about my 750$ ,money are not in my bank account no in my casino account. SCAM

Second withdrawal of 1000$ ,went through.

Finally someone from Videoslots casino who knows what his doing get involved and everything is ok .I hope it stays like that in future. Thanks

I want to thanks Casino Guru for the help.

Dear Jilda1,

Could you please confirm, if you have received the withdrawal of 750$ as well?

Thank you

Yes, I received 750$. Thanks for your help.

Dear Jilda1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

www.kpvfaw.com