Videoslots Casino - El retiro del jugador se retrasa debido a problemas con la cuenta.

I requested a withdrawal of my winnings several months ago and then it was discovered that my passport had expired a few days before my withdrawal request. So the casino did not pay my money but asked for a new passport copy. I contacted the casino and told them that I was long-term ill as a result of the corona virus and therefore could not get a new passport now that I cannot get a passport photo. I asked if they could still pay my money but they refused. Then I had an accident where I broke my ankle and had to be hospitalized for over 2 months. I had big hospital bills and I contacted the casino again, explained my situation and asked again if they could pay. Next, I received a call from a woman from the casino staff who rudely started asking about my medication, implying that I had mental problems, i.e. that I was mentally ill. Angry, I ended the call and sent an email to the casino about it, thinking that the caller was a fake, but no, I was told that he was a casino staff member. I threatened to file a complaint about it as soon as I found out where it was done. After this, a few emails have been exchanged in which the casino has asked, among other things, if I am in trouble and if I need money for food and said that they can help. I just need my own money and they have promised to send it but this has not happened. Overall, I think the casino has treated me badly, they have not taken into account my force majeure obstacle and have stated that I am a mental patient. After all, I have done nothing other than ask for my own money and explain why I have not been able to get a new passport and I am still limited in movement due to a fractured ankle that may take some time to heal completely to be able to walk. I do not know what to do and to whom I could send an official complaint for defamation when they accuse me of being mentally ill, which I am definitely not.

I can tell you that I have played at this casino quite a lot over the years because of its wide selection of games, but of course only within my means.

If you could advise what to do

Ytv

anneli s***

Pyysin voittojeni kotiutusta useita kuukausia sitten ja silloin huomattiin, että passini oli vanhentunut muutama päivä ennen nostopyyyntöäni. Kasino ei siis maksanut rahojani vaan pyysivät uutta passikopiota. Otin kasinoon yhteyttä ja kerroin että olin koronan jälkitautina pitkäaikaisesti sairas enkä siksi pysty hankkimaan uutta passia nyt kun en pääse passikuvaan. Pyysin jospa he voisivat silti maksaa rahani mutta siihen ei suostuttu. Sitten minulle kävi tapaturma jossa nilkkaani tuli avomurtuma ja jouduin sairaalaan yli 2 kuukaudeksi. Tuli isot sairaalalaskut ja otin taas kasinoon yhteyttä, kerroin tilanteeni ja kysyin taas voisivatko he maksaa. Seuraavaksi minulle soitti joku kasinon henkilökuntaan kuuluva nainen joka törkeästi alkoi kyselemään lääkityksestäni vihjaillen, että minulla on mielen ongelmia eli, että olen mielisairas. Suuttuneena lopetin puhelun ja lähetin asiasta sähköpostia kasinolle luullen, että soittaja oli joku feikki, mutta ei, kerrottiin, että hän on kasinon henkilökuntaa. Uhkasin tehdä asiasta valituksen kunhan selvitän minne se tehdään. Tämän jälkeen on vaihdettu muutamia sähköposteja joissa kasinon taholta on mm tiedusteltu olenko pulassa ja tarvitsenko rahaa ruokaan ja sanottu, että he voivat auttaa. Tarvitsen vain omat rahani ja he ovat luvanneet ne lähettää mutta tätä ei ole tapahtunut. Kokonaisuudessaan on kasino mielestäni kohdellut minua huonosti eivät ole huomioinneet minun force majeure estettäni vaan todenneet minun olevan mental potilas. Enhän ole tehnyt mitään muuta kuin pyytänyt omia rahojani ja selittänyt miksi en ole pystynyt uutta passia hankkimaan ja olen edelleenkin liikuntarajoitteinen nilkan murtuman takia jonka paraneminen täysin kävelykelpoiseksi voi kestää jonkun aikaa. En tiedä mitä tehdä ja kenelle voisin lähettää virallisen valituksen kunnianloukkauksesta kun syyttävät minua mielisairaaksi, jota en todellakaan ole.

Voin kertoa, että olen vuosien ajan pelannut tällä kasinolla aika paljon sen laajan pelivalikoiman takia mutta tietysti vain varojeni puitteissa

Jos voisitte neuvoa mitä tehdä

Ytv

anneli s***

Dear cedron,

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 if you have any other form of valid ID such as your national ID card or driver's license? When exactly did your passport expire?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

Dear cedron,

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.

I appreciate your help, which resulted in Videoslots paying my claim in full.

Ytv

anneli s***

Kiitän avustanne, jonka johdosta Videoslots maksoi saatavani kokonaisuudessaan

Ytv

anneli s***

Dear cedron,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru