I have been a client for years at videoslots. Ive made many deposits and withdrawals. Sometimes delays but always received. This case ive never faced. So in oct i made multiple withdrawals paid out to my bank. The strange thing is that all withdrawls made before Oct 8th and after Oct 14th were also received. There were 5 withdrawals made between oct 9th and 13th. These were not received. Ive been a loyal vs client for years but this case they are just dragging on. First they wanted screenshots of my bank. All other casinos would get started without. But anyways I sent. Then they for some reason would not continue without my ewallet account statement. So I sent in. The whole while simply over avoiding me for updates. Then today they said they have sent and Ive received. This of course not being the case. They then said to continue I need a pdf bank statement. I spoke to my bank and they stated that as we are in the current banking cycle I can only take screenshots of my transactions. The bank even stated this can be legally used as they are a virtual bank and the secure website is on the top for verification. I can easily send you the statements on your request. Its clearly showed logo security etc. Again strangest thing is theres withdrawal payout made before and after the ones in question as well. Ive lost hours running around and am at an unfair stand still with them saying they paid but clearly they didnt. It would be impossible for me to manipulate the bank screenshots. Especially as all their own transactions are showing. So its a strange case but they keep stating they sent which they didnt. Please help me

Dear Amit Bobby,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payments have been processed and sent but never reached you? Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi petronela my case is a strange one off 1. You see i have made hundreds of deposits and withdrawls without issue for years. However this time there were 5 withdrawals ranging between oct 9th and 13 that they stated were sent and processed but my bank account never received them. Heres the strange part. Since then there have been 6 further payouts from oct 14th onwards. Those have all been received no problem. So obviously someone processed the 5 in between and perhaps put down a wrong acct number or whatever as they never came in. But vs is being an absolute pain about it..they just keep stalling requesting docs etc..is there a way i can get an email address or something for me to personally send you all i have. You ll clearly see the 5 payouts missing..whats astonishing is that vs for years has been very good this is absurd what they are putting me through

Just to add to explain the exact amounts and to clarify the situation. Ive used the bank payout method with videoslots before. All my requested payouts up until the 8th were paid. However the following amounts did not..

Nov 9th 172.14

Nov 9th 22.64

Nov 9th 24.26

Nov 10th 90

Nov 12 th 183

These payouts were never received by my bank. Heres the strange thing. Ive made some withdrawals after which all showed up no problem..including one i made on oct 19th for 29.59. It showed up in the bank the next day. Along with all the others after and including oct 14th. Ive been a loyal player for years. They are not disputing owing the amounts. They are even stating they properly sent which they havent. Its now been 2 weeks. Its been nothing but a hassle. When i first brought this up to them on Oct 15th. They wanted bank docs just to even start the investigation. They were very cold about it. They would give any proof or tracking. Just stating it was sent. I sent over bank clear screen shots. This even shows all their other payouts. They then wanted my much better statement (ewallet) which had nothing to do with the case stalling over and over. Now they are saying they want pdf bank statements..which before of the current banking cycle I cant get yet. But even my bank stated they can certainly use as it has the clear bank security url and is impossible to manipulate. At the end i didnt even want to go this route as ive been with them for years and its been relatively good. But this is a decent amount that im shocked they are given me so much hassle that i had to come as a last resort. Again i can easily sent here any proof verifying everything im saying over all the payouts..clear bank statements showing the 5 in question was never received

Thank you very much, Amit Bobby, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thank you for your response. I now do have an update. Strangely minutes ago. Videoslots emailed me asking me for banking screensots. As per my previous descriptions. Ive already sent this in numerous times proving my claim. But sent it again immediately. This again clearly shows payouts from videoslots paid before and after the 5 in question thats impossible to manipulate

As of now Videoslots simply keeps asking for docs already sent in a week ago. Simply stalling. No sign of an update or the payouts. Asking over updates daily. Just getting asnwers being investigated. Basically being ignored. Extremely frustrated

Dear Amit Bobby,

From now on, I’ll be taking care of your complaint. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Videoslots Casino to join this conversation and participate in the resolution of this complaint.

Thank you so much andrej for helping me in this quest. Simply in getting the money that videoslots states they ve sent but never reached. In an email ive also sent you the same documents I sent to vs. This includes the banking statements proving the 5 payouts in question were never received

Thank you, Amit Bobby, for providing additional information via e-mail.

Just a heads up. Not sure if there was any communication with videoslots however i have found that the total of the payouts in question (at least 4 of 5)have been returned to my gaming account. Still missing is oct 9thof 24.26. As they on transactions have refunded 4 of the missing 5 totalling about 467. So finally there is some action by them. Once that final amount is credit i will fully get back the missing funds. A horrible experience but finally a result

At this point videoslots just refunded my account the last 24.26. So the 5 missing payments have been returned. At the end im pleased i got the funds back. Whats disheartening however. Is the many hours wasted on emails sent. Stress and the way it was handled. After being there for 9 years. Im shocked at all the hassle and things asked for with delays just to start looking into it. At waiting 3 weeks over just getting the money returned to the gaming account was terrible. However i thank casino guru for getting involved at the end to perhaps speed things up. I truly appreciate that

Hello Bobby, 

I'm writing to you regarding your missing withdrawals. 

As you have already mentioned, four of the withdrawals were returned to your Videoslots account yesterday, on 28th of October. The retured withdrawals were 172.14 CAD, 22.64 CAD, 90 CAD and 183 CAD. Total of 467.78 CAD. 

The last missing withdrawal, 24.26 CAD, was returned today on 29th of October. 

We apologize for the long waiting time but, unfortunately, this case a little bit complex case. The issue was finally found on Interac's side and once located the transaction was reverted. Unfortunately, yesterday one of the transactions was missed, hence it came a day later. 

Also, we would like to apologize for any inconvenience caused by the hassle with the documents. But hopefully you understand that we need to be sure that the funds have not yet been credited to your bank. Without being sure, we might double credit the withdrawals. We do not do this to annoy our customer but to ensure that everything is settled correctly on both sides, which is to avoid further issues. 

I hope you are able to enjoy gaming on our casino in the future and not run into any other issues. But if you do, please, do not hesitate to contact us. We will do our utmost to try to solve any issue. 

I wish you a nice weekend. 

Kind regards, 

Team Videoslots

Thank you, Team Videoslots, for the reply.

Dear Amit Bobby,

I’m glad to hear there’s been some progress. Since the funds have been returned to your gaming account, could you please let us know if you have requested another withdrawal?

Dear Amit Bobby,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set time frame, we will consider the issue to be resolved.

Dear all,

As based on the last updates we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, Team Videoslots, for your cooperation, and thank you, Amit Bobby, for using the Casino Guru complaint resolution center. Please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, www.kpvfaw.com