VideoSlots won't accept my proof of ID or bank statement and won't return my deposit money

[htheorphanarian]

Hi I've never had problems before about opening gambling accounts, except yesterday with videoslots.

I deposit £50 to get my £50 bonus welcome offer,

then I try to send my documents in to approve that before I play.

My proof of ID (passport)  and credit card which I deposited £50  were approved instantly.

 

Then I tried to upload a bank statement but it was rejected on the grounds my full name wasn't on the statement.

The problem was I have a long name with 4 names, and I only use my 3rd name and surname (I've done this all my life), so the bank use my 3rd name and surname on any posted bank statement/letter. But they also have my full name at the top with the full address.

This was rejected.

I also sent my water bill and that had my full name on it, but it was rejected (they didn't explain why?)

I then send my e-bank statement in pdf form and that has my full name and address but this again was rejected?

They keep sending me the same reasoning:

------------------

The security check on your screenshot of your Bank account was not approved.

Your uploaded files must be in any of the following formats:

• File type JPG, PNG, GIF or PDF
• not larger than 3MB (three megabytes) in size
• all documents need to have all 4 corners visible

Please upload a new image or contact ---- in order to conclude the security check.

Kind regards,
Support
Videoslots.com

 

------

 

Now, they've deactivated my account (I haven't used any of my deposit or bonus money, or taken the free spins offer yet). And they've said they can't return the deposit money until I've sent them proof of my address.

So I'm £50 down for nothing? 

 

The problem is nothing is posted to my address anymore, it's all done via online banking and online statements, and videoslots is not approving any of them??

I've tried bank statements, utility bills, I'm wondering if I should send my HMRC statement.

 

Can anyone please help?

 

thank you.

[ryans_slots]

Videoslots are very reputable and very trustworthy don't panic.

I always goto my internet banking and just download the recent bank statement in a pdf format and upload it that way for all casinos. I always have a  folder on my PC of all casino documents they may need its worth doing so you can just send them should they need it.

But yes send in you HMRC document for proof of address.

send all your questions to support@videoslots.com

[htheorphanarian]

Hi thanks for the reply, the thing is, I have been sending a statement from my bank account, with the name and address, I can see nothing wrong with it, it shows th 4 corners, it meets all their approval and it is the original pdf from the bank, and videoslots still reject it?? I'm absolutely bafled by this..

[ryans_slots]

19 minutes ago, htheorphanarian said:

Hi thanks for the reply, the thing is, I have been sending a statement from my bank account, with the name and address, I can see nothing wrong with it, it shows th 4 corners, it meets all their approval and it is the original pdf from the bank, and videoslots still reject it?? I'm absolutely bafled by this..

at the top of the page is a 'phone' get them to call you and ask exactly what they need or what keep trying you'll get verified.

[htheorphanarian]

thanks will try that, I'm guessing there'll be nobody in the office cos of coronavirus, I keep sending camera shots of my utility bills, and they reject them saying they need the original document. What do they want, me to post the bill to Malta?

[k_blackwood]

Also make sure its not older than 3 months and maybe scan the documents in?

[htheorphanarian]

too late, I sent another proof of ID which they deemed was fake, even though it was an official pdf statement from my bank, then they closed my account and refuse to give back my deposit, even though I made the deposit using my credit card which they approved (along with proof of ID).

 

I'm now having to contact IBAS uk as an independent adjudicator to try to get my deposit back, really bloody ridiculous.

I've even given them my companies house ID which has my address and account name to prove I live in the house. 

really frustrating.