Videoslots Casino - Hráč má zpožděný výběr.

my withdrawal got approved over two weeks ago. I still haven’t received it. I have contacted support several times and sent in bank statements twice. My bank is approved. When I try to contact them I get the same answer every time that I need to be patient and that they are investigating it. It doesn’t really seem like they are actually doing anything.

Hello Ejst99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Videoslots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi!

My account is verified. I’m not sure since when, but I registered many years ago. I did not use a bonus.

I was in contact with them today, but I always get the same answer that they are looking into it.

Thank you so much for helping!

I got an answer from them, and I have talked to the bank and they told me there’s not been any payment that they have reversed or stopped. I sent an email back again to Videoslots saying this, but I get the same answer again that I should contact the bank.

And I also asked them if the money was being reversed by the bank, shouldn’t it be sent back to my gaming account at Videoslots?

Hello Ejst99,

If it did get rejected, it might take a while until it arrives to the casino and for them to credit it on your account.

So if I understand correctly, you can't cancel the withdrawal anymore and try to use a different method?

Hi! No, the payment got approved 9.August so I can’t cancel it and try a different method.

Thank you Ejst99 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ejst99,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I acknowledge your dissatisfaction with the whole situation, sometimes the payments can be either withheld or canceled on the payment provider's side. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I will contact the casino to shed more light on this matter.

We would like to invite Videoslots Casino to join the conversation.

Dear Videoslots Casino,

We kindly request additional information regarding the timeline for the player's payment. Could you clarify when the player can anticipate receiving the payment, or if there was an issue on the payment provider's end? Additionally, when can we expect the payment to be processed again?

and this is only half of all the emails. They have opened a new case three times about the same issue. They tell me that they will forward the issue again to a new team and then I get a new reference number for the new case. And every new case take I have to wait just as long.

Dear Ejst99,

As you were informed by the casino team your withdrawal was reversed by your bank. There could be several potential reasons for this, and your bank should be able to provide specific details regarding the reversal. It is not uncommon for certain banks to decline payments from specific payment providers. From our experience, this is quite a common occurrence. As suggested by the casino team, you may want to consider using an alternative bank account to facilitate the receipt of your funds. Another option could be to utilize an online wallet such as Skrill, Neteller, Jeton, or similar services. Please ensure to coordinate with the casino team to confirm which payment method would be suitable.

Hi there,

The funds were returned to the Videoslots account yesterday.

The customer was informed to use alternative withdrawal method, but it seems that she has decided to play the funds.

So, currently there is no any withdrawal case going on.

I can only advise the customer to request a play block to be applied in the case of further withdrawal issues. Unfortunately, withdrawals to Norway can be tricky time to time due to many Norwegian banks rejecting them. These rejections are out of our hands but we always do try to find alternative ways for the customers.

Kind regards,

Team Videoslots

Dear Ejst99,

Following the response from the casino team, it appears that since you chose to utilize the funds, our ability to assist you further in this matter is very limited. I empathize with your frustration regarding the whole withdrawal situation; however, if the decision to play the funds was entirely yours and the losses were incurred fairly, there may not be any recourse available. Should you require assistance with anything else, please let me know.

Dear Ejst99,

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.

Dear Ejst99,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru