Videoslots-Missing withdrawal

[FreeWheelerBaby]

On 23/09/2021 I made a withdrawal of £1000 from videoslots to my PayPal Account, however the payment never reached my account. I got an email to say it had been approved, however I never got the email to say it was complete, which is what usually happens as I had made a Videoslots withdrawal to the same PayPal the previous day with no issues.

I had one of those lifetime wins the day before on Videoslots over 3000x at 0.60 on cubes 2 which I will share on here once my withdrawal is resolved. Then the next day 1000x on fruit party 2, this type of luck never happens to me so, a bit of a Debbie Downer waiting so long for a hit like that then to get issues like this. Videoslots has always been one of my favoured casinos and never had any issues with them before this. This is not even a big withdrawal for me, I spend so much money with this casino it was just money back this week, however it was money for a new PC this week as I was going to try my hand at streaming..!

I emailed Videoslots support and they told me that there was a third party involved and needed my PayPal activity report showing no payment from them from 23rd till present, which I provided twice as they asked for same document a second time. They said they needed this to track the payment with the third party! I decided to call PayPal and asked them to explain the process, PayPal told me that they had also had a similar complaint that day about Videoslots payment, and said there was no issues there end and did not see how they could trace the funds because they never arrived and there is nothing pending.

Videoslots emailed me back Firstly, may we apologise for the inconvenience this has caused. There are a lot of our users affected with this issue, and we are trying our upmost to fix the problem. My problem with this is that doing a bit of research on forums I have noticed that customers have been left in lurch with similar problems of missing funds with Videoslots and not getting a resolution or waiting months. I feel myself that this is no fault of my own and they should fix the problem as soon as possible there end.

I have noticed that on Videslots complaints policy they offer Independant betting Adjucations (IBAS) to sort out complaints however once you raise a dispute with them under £10,000 you are locked in with them to solve and can not contact anyone else about the complaint.

I do not want to wait months on end for this to be solved and I have that gut feeling that this is going to be the case, if I do not nip it in the bud now. Can anyone give me any advice on how to go about getting this solved or anyone that can help to get this resolved They are telling me that there is other customers with same issue but I have not seen anyone complain over last few days! SMH Video slots another blunder..! Just not good enough is it..!
 

[FreeWheelerBaby]

So a quick update on what has happened with @Videoslots so far on 29th Oct I got this email

I hope you are well. 

PayPal tech issue is now resolved. Withdrawal has now been cancelled, and the funds credited back to your Videoslots account.


If you have any questions, do not hesitate to contact us. We are here 24/7 and ready to help you.  


I wish you a great day

However the funds where not in my account so with a bit of back and forth I got this email from them yesterday 30th Sept, after I told them they are giving me no choice in going to a third party intervention to recover, as this was no fault of my own and at this point @videoslots are witholding funds for no reason.!

We're very sorry for the whole ordeal. 
The issue we were facing with the missing PayPal withdrawals was fixed, and the withdrawal you had made, which was affected by this, should have been cancelled, and the funds returned to your balance as part of the solution to that issue.
But as you made us aware of, the money was indeed not returned to your @videoslots balance as it should have been, so there are unfortunately now a new issue with your transaction, which we're currently trying to resolve, so the money can be returned to your balance correctly.
It's of course very unfortunate that the solution became a new problem in your case, and it's really unfortunate that this creates additional waiting time for you to get the money back. But we're working on solving the new issue with your missing money, and it will all hopefully be solved soon.
We apologize that the issues are coming one after another like this, creating additional waiting time before you get the money, and we must ask for your further patience, and we hope for your understanding while we're trying to solve the latest issues with your account. I can assure you, that we're trying to get this solved as soon as possible, and we will be in contact once there are any updates.

Have a really nice day, and feel free to reply if there are any questions.
Kind regards. 

I have not made an official complaint as of yet..!

 

[FreeWheelerBaby]

Update on Videoslots, winnings where sorted out and returned to my account, and I also managed a cashout on the day after they where resolved. So happy now  @videoslots