Videoslots Casino - O jogador está pedindo o reembolso do depósito.

Good morning,

I signed up for this casino on December 17th. Immediately after I signed up, a window appeared telling me that I had to make a deposit. I made a deposit of € 50 to be able to play. When I go to the slots, you couldn't play in any of them, I got a message that said

'The operation of the game has been deactivated ". After trying several times with different slots I send an email to support to see what the problem is. They answer me saying that in order to play I have to verify the account. I was impressed since I had only done an income of 50 euros and in Spain verification is required when income is made from € 150 or when a refund is requested.

Seeing that I cannot play in any way, I proceed to verify the account.

To verify they asked me

Identification document

Proof of address (utility bill)

and A photo of the payment method. I send a photo of the DNI and send an invoice. For the card I have sent the capture of the PDF that they give me in the bank of the card where is my name and card number, since it is a virtual card and does not have plastic.

The casino does not want to validate the payment method because they say that they do not accept virtual cards, so I tell them that if they do not consider it valid, they will return the money and close the account. The casino has proceeded to close the account but does not want to return the money because they say they do not consider the payment method valid. They ask me to validate a statement of my card. I have refused to provide an account statement as my privacy is being violated. An account statement is a PRIVATE document and I am not obligated to give it to a casino. If they don't want to validate my account, what they have to do, close it and return the money to me, but they want to force me to send my account statements. I think it is abusive, and it seems to me all fraudulent from the beginning. Why didn't you let me play when I made the deposit? Why do they tell me to make a deposit if I need to be verified to play? It seems to me that this casino is scammers and all they want is to keep my money. They have already sent me an email saying that if I do not send the account statement they will not refund my money.

I feel ripped off by this casino, it's not fair that they keep my money. A virtual card is a totally valid payment method since plastic in most banks is optional, even so I think that what they should do is return the money and close the account, not keep the money that is not theirs.

Buenos dias,

Me dí de alta en este casino el dia 17 de Diciembre. Inmediatamente de darme de alta me apareció una ventana diciéndome que tenía que hacer un ingreso. Hice un ingreso de 50€ para poder jugar. Cuando voy a las slots , no se podía jugar en ninguna, salía un mensaje que decia

'El funcionamiento del juego ha sido desactivado". Al intentar varias veces con diferentes tragaperras envío un email a soporte para ver cual es el problema. Me contestan diciendo que para poder jugar tengo que verificar la cuenta. Me quede impresionada ya que solo había hecho un ingreso de 50 euros y en españa se pide verificación cuando se hacen ingresos a partir 150€ o cuando se pide un reintegro.

Al ver que no puedo jugar de ninguna manera procedo a verificar la cuenta.

Para verificar me pedían

Documento de identidad

Prueba de diréccion (factura de servicio)

y Una foto del método de pago. Envío foto del DNI y envío factura. Para la tarjeta he enviado la captura del PDF que me dan en el banco de la tarjeta donde esta mi nombre y número de la tarjeta, ya que es una tarjeta virtual y no tiene plástico.

El casino no quiere validar el método de pago pq dicen que ellos no aceptan tarjetas virtuales, entonces yo le digo que si no lo dan por válido que me devuelvan el dinero y que cierren la cuenta. El casino ha procedido a cerrar la cuenta pero no quiere devolverme el dinero por que dicen que no dan por válido el método de pago. Me piden para poder validar un estado de cuenta de mi tarjeta. Yo me he negado a proveer un estado de cuenta ya que se esta violando mi privacidad. Un estado de cuenta es un documento PRIVADO y yo no estoy obliga da a darcelo a un casino. Si ellos no quieren validar mi cuenta lo que tienen que hacer cerrarla y devolverme el dinero pero ellos me quieren obligar a enviar mis estados de cuenta. Creo que es abusivo ademas me parece todo frauduleto desde el principio. Por que no me ha dejado jugar cuando hice el deposito? Por que me dicen de hacer un deposito si para jugar necesito estar verificada? Me parece que este casino son unos estafadores y lo único que quieren es quedarse con mi dinero. Ya me han enviado un correo diciendo que si no envío el estado de cuenta no me devuelven el dinero.

Me siento estafada por este casino, no es justo que se queden con mi dinero. Una tarjeta virtual es un método de pago totalmente válido ya que el plástico en la mayoria de bancos es opcional, aun así creo que lo que deben hacer es devolver el dinero y cerrar la cuenta no quedarse con el dinero que no es suyo.

Dear Ana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. Please note, a bank statement is required quite often.

I am afraid you will have to go through this process, and I would strongly recommend you to fully cooperate with the casino if you want to get back your deposit.

Best regards,

Kristina

Hello,

I have send the pdf of the card you refuse it . If you request my accout statements you are trying to violate my privacy, that is not legal. Request another valid document. And in the other hand if you choose to deactivate my account the balance in it is not yours, so you have to relase payment to the owner even the method is not accepted in your criteria because if you don't you are stoling money to users

You never inform me that a virtual card is not accepted in your casino, if know this in advance I never make a deposit in your casino. You also never inform me I have to provide bank statements, that is a privet document and you only are looking for excuses to stole my money.

Ana, please understand I don't work for Videoslots Casino, but for Casino Guru which is an independent online casino database that acts as a mediator resolving players’ disputes.

Casinos can require documents like this and asking for bank statements is not unusual. Unfortunately, if you don't cooperate with the casino, we won't be able to help. I advise you to provide all the required documents as soon as possible, otherwise, I am afraid the casino won't issue a refund.

ok. I will use another way to solve this if you support this kind of casino abuse. Thank you

Do I understand correctly that you are no longer interested in our help? Do I have your permission to close this case?

It is up to you if you want to close it, if you prefer not to help. A user can't be forsed to provide a cofidential document violenting its right of privasy. The casino can request another kind of document if they only want to validate the pmt mthod. I don't know what kind of activities they want to do with my documentation. I don't trust this casino because they are acting very extrage way and different from the other spanish casino, they only want to keep users money that is why they make the account validation long and difficult to stike people's money, so then why should I trust to a casino like that? You have to remember I am not requesting any money from this casino, I am just asking my money back because they lock my account and never let me play. If you think is correct that a casino keeps the money from a user that belongs to the user, in other words stiling user's money, that a casino violate user privasy, then I don't know what to think about your platform. You need to review what is your aim., so your help is not needed.

I am just a user that have been scamed from an online casino anf I just try to to save my self from a bigger scam or fraudulnt activities.

I am sorry, Ana, I tried to help by giving you advice on how to proceed. I understand your frustration, but the casino did not request any unusual documents, just basic ones, therefore we cannot punish them.

Unfortunately, if you don't want to provide what is required and you are not interested in cooperating with us, we have no other option than to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.