Videoslots Casino ES - El depósito del jugador no llegó.

I have made several deposits, the money has not been added to my balance and yet it has been deducted from my bank account. I have complained via chat and their response is that they are working on it and that I have to wait, the next day I make another deposit and the same thing happens again, if there is an error what has to be done is to correct it or block it so that it does not happen again. They don't give solutions, they just say that you have to hope that the experts are working on it, but the money is nowhere to be found.

On the other hand, I have requested a refund of 40 euros, I have received an email confirming that my refund has been accepted, they told me that in 2 or 3 days it would be in my bank account. It's been 5 days and they still haven't done it. I do not recommend this casino to anyone.

He hecho varios ingresos, el dinero no se ha sumado a mi saldo y sin embargo me lo han descontado de mi cuenta bancaria. He reclamado via chat y su respuesta es que estan trabajando en ello y que tengo que esperar, Al dia siguiente vuelvo a hacer otro ingreso y vuelve a pasar lo mismo, si hay un error lo que hay que hacer es subsanarlo o bloquearlo para que no vuelva a pasar. No dan soluciones, solo dicen que hay que espear que los expertos están trabajando en ello, pero el dinero no aparece por ninguna parte.

Por otra parte, he solicitado un reintegro de 40 euros, me ha llegado un mail confirmado que mi reintegro ha sido aceptado, me dijeron que en 2 o 3 dias estaría en mi cuenta bancaria. Han pasado 5 días y todavía no lo han hecho efectivo. No le recomiendo este casino a nadie.

Hello Antonio,

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

What payment method did you use to deposit? Did you send the casino the payment confirmation? When was the last time you spoke with the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I contacted the casino two days ago, I entered with a card and confirmed the payment, when confirming on the videoslots page a message appeared that put a server error. The money is not added to my balance but is deducted from my checking account.

Contacte hace dos días con el casino, he ingresado con tarjeta y he confirmado el pago, al confirmar en la pagina de videoslots me ha aparecido un mensaje que ponia error de servidor. El dinero no se suma a mi saldo pero se me descuenta de mi cuenta corriente.

Hello Antonio,

Could you please advise if you have sent any confirmation to the casino about your payment? In cases like these be sure to give the casino a proof of payment and at least a week time as they need to find the reason of the error as well. Please let me know until the end of week if there is any update regarding the case.

Nick

I have sent the bank receipts to the casino, they have informed me that it is due to a reason for failure in 3D payments and that their experts are trying to solve it, but I do not see progress in the solution, since being informed about the error , I make an entry again and the same error occurs again.

Le he enviado al casino los justificantes bancarios, me han informado ellos de que se debe a un motivo de fallo en los pagos 3D y que sus expertos lo están intentando solucionar, pero no veo avances en la solución, ya que estando informados sobre el error, vuelvo a hacer un ingreso y vuelve a producirse el mismo fallo.

Hello Antonio,

Thanks for the update. As I mentioned above, definitely give them at least a week to process it and credit your deposit. Also please keep us updated in case they would let you know anything new. Until then I will set back the timer on you.

I have claimed my money again and they keep giving me long, I have requested a withdrawal of €40 15 days ago and I have not received it, and they ask me to prove that I have not received it, I have asked them to send me proof that they have subscribed and they tell me no, to show them a statement from my bank account.

He vuelto a reclamar mi dinero y me siguen dando largas, he solicitado una retirada de 40€ hace 15 días y no la he recibido, y me piden que demuestre que no lo he recibido, le he pedido que me envien justificante de que lo han abonado y me dicen que no, que les muestre un estracto de mi cuenta bancaria.

Hello Antonio,

Could you please advise what withdrawal are you talking about? Weren't we talking about your uncredited deposit before?

Dear Antonio,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have given up, I have given up, they often gave me idiotic excuses, let them keep the money, I have requested to unsubscribe from the account and they have accepted it without problems. I have requested a withdrawal of 40 euros 15 days ago and they tell me that they have deposited it in my account, and I have not received anything in my bank account. I have made deposits in the casino and they have not added it to my balance, having claimed that they had problems with the payment provider, in 2 or 3 days they would solve it, 15 days passed and they told me the same thing. Scammers. And now you can delete that perfect reputation. Bad customer service, bad income service, bad payment service and bad registration service to be able to play.

He desistido, me he dado por vencido, me daban seguido excusas idiotas, que se queden con el dinero, he solicitado darme de baja en la cuenta y lo han aceptado sin problemas. He solicitado una retirada de 40 euros hace 15 días y me dicen que me la han ingresado en mi cuenta, y no he recibido nada en mi cuenta bancaria. He realizado depósitos en el casino y no lo han sumado a mi saldo habiendo alegado que tenian problemas con el proveedor de pagos, en 2 o 3 días lo solucionarían, pasaron 15 dias y me decían lo mismo. Estafadores. Y ya podeis borrar eso de reputación perfecta. Mal servicio de atención al cliente, mal servicio de ingresos, mal servicio de pagos y mal servicio de registro para poder jugar.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

However if you wish to close the complaint anyway please let us know.

The complaint will be now rejected as per player request.