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The casino restricted my country without prior notice, despite the fact that I've been gambling without issue for over 4 years. On Friday, September 8th, I deposited $400 USD and was able to play without any problems. However, when I tried to access the casino on Saturday, September 9th, I received a notification that it was restricted in my country. I sent an email to their support team, but have yet to receive a response. I would like a refund of my money, as I am unable to access my account and I'm not receiving any support. I hope you can assist me.

El casino restringio mi pais sin previo aviso, tenia mas de 4 años apostando sin problemas. El viernes 8 de sep deposite 400 usd estuve jugando y todo sin problemas y hoy sabado 9 de sep me dirijo al casino y salta notificacion que esta restringido en pais que mande un correo a soporte lo cual no tengo respuesta. Quiero un reembolso de mi dinero ya que no puedo entrar a mi cuenta ni responden en soporte espero y puedan ayudarme

Dear Cripto_Shark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you kindly confirm whether your account underwent full verification before its closure? Am I correct in understanding that the balance in your restricted account consists solely of deposited funds and does not include any winnings? Have you had any recent communication with the casino?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

If my account is fully verified and in fact it was only the deposit without any profit and the casino does not respond to my messages, it is something annoying and very unfair that this happens without prior notice

Si mi cuenta esta totalmente verificada y en efecto solo fue el deposito sin ninguna ganancia y el casino no responde mis mensajes si es algo molesto y muy injusto que sin previo aviso pase eso

Have you been informed by the casino that your country is set to become a restricted jurisdiction? In such situations, when the casino is obliged to cease operations in certain markets and no longer accepts players from specific countries, there is typically a period during which the accounts of affected players are reviewed and refunds are processed. Kindly allow the casino some time to address this evolving situation, and we will step in to assist if there are no significant updates in the coming days.

No, the casino did not report anything about that, simply overnight it already found itself with the notification previously granted, and I still have not found a response from support or an email explaining what happened

No el casino no informo nada sobre eso simplemente de la noche a la mañana ya se encontraba con la notificacion anteriormente otorgada, y aun no encuentro una respuesta del soporte ni un correo explicando lo sucedido

Thank you very much, Cripto_Shark, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Cripto_Shark for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Videoslots Casino for their help in resolving this complaint. We would like to ask for a refund of the player's deposit.

Thank you!

Hi there,

We do no longer offer our services in Mexico.

If there were funds on the account, we would do a manual withdrawal for the customer's behalf.

In this case we are talking about funds within few USD cents (one digit). The customer obviously has the right to contact us regarding the remaining balance, and we will review what can be done (to see if the funds are winnings or original deposit).

Kind regards,

Team Videoslots

That's a lie..

Since I contacted them from the first hour that the country was restricted and to date there has been no response and if their services were no longer going to be available for Mexico, why not notify them a week in advance or at least one day so as not to be depositing and To this day I still receive emails from their tournaments and the cash refunds they deliver every Friday and I had free spins won in tournaments that I did not use. Don't be cheaters and return my money otherwise I will go and get my money through my bank. .

Eso es mentira..

Ya que los contacte desde la primer hora que se restringio el pais y hasta la fecha no hay respuesta y si sus servicios ya no iban a estar disponibles para Mexico por que no avisar una semana antes o por lo menos un dia para no estar depositando y hasta la fecha aun me llegan correos de sus torneos y las devoluciones de efectivo que entregan cada viernes y tenia free spins ganados en torneos que no use no sean tramposos y devuelvan mi dinero de lo contrario acudire a obtener mi dinero por medio de mi banco..

Dear Videoslots Casino Team, I'd like to ask when was this change in your terms and conditions implemented.

Thank you in advance!

Hello there,

There has been no changes to the relevant terms and conditions (MGA / rest of world) since 16.03.2022.

As the player has experienced, there have been changes to which regions that are allowed to register new accounts, and which regions we accept traffic from, with Mexico being one of the regions where we no longer accept traffic or new accounts.

We note that the player does not currently have any funds in their account, and we also note that they didn't hold any funds at the time traffic from their region was restricted, nor when they contacted the live-chat customer support inquiring about their recent inability to access the casino due to their region.

Kind regards.

Team Videoslots.

That's impossible because I was playing when that happened.

Why are they still not responding to my complaint emails?

Why do I still receive messages and emails and never explaining what happened?

Why doesn't Mexico appear as a country with restrictions in its terms and conditions?

You have the obligation to notify in advance so as not to reach these extremes.

Due to your negativity and not presenting me with any evidence, I proceed to take other measures to recover my money. Thank you very much for everything, especially to Peter, who has been very kind.

Another point that seems very strange to me is that I still deposited on September 4, 2023 and Videoslots mentions that it was on September 3, 2023. That has to be illegal. All the money I lost on the 4th will not be returned either. ?

Esque eso es imposible debido a que estaba jugando cuando sucedio eso.

Porque aun no responden mis correos de queja?

Porque todavia me llegan mensajes y correos y nunca explicando lo sucedido?

Porque en sus terminos y condiciones no aparece Mexico como un pais con restricción?

Ustedes tienen la obligacion de avisar con tiempo para no llegar a estos extremos.

Debido a su negatividad y al no presentarme ninguna prueba procedo a tomar otras medidas para la recuperacion de mi dinero muchas gracias por todo en especial para peter que a sido muy amable.

Otro punto que se me hace muy raro es que yo todavia deposite el dia 04/Sep/2023 y Videoslots menciona que fue el dia 03/Sep/2023 eso tiene que ser ilegal todo el dinero que perdi el dia 4 eso que tampoco lo devolveran?

Sorry, I correct, I just confirmed that September 9, 2023 was my last deposit, of which that same day the account was restricted one hour after having deposited

Perdon corrijo acabo de confirmar que el dia 09/Sep/2023 fue mi ultimo deposito del cual ese mismo dia se restringio la cuenta una hora despues de aver depositado

Dear Videoslots Casino Team, could you please provide any evidence that the player has played their funds before this change in restriction took place? You can provide any information to my email (peter.c@casino.guru).

Thank you in advance for your cooperation!

Hi Peter,

As you know, we cannot share that kind of information with a third party.

The customer may leave a Data Subject Access Request (DSAR) to our support and it will be act accordingly. The customer can request their full gaming and transaction history if they wish. It will be provided within 30 days. What customer wishes to do with the received information, it is their own choice.

But in general level, I don't see any issue with the account or with its transactions. There has not been any credits taken from the account without customer's own will.

If customer believes that there is a missing deposit, or similar, then we would highly recommend to contact our customer support with evidence of the deposit so we can try to track it down if it has not arrived to his Videoslots account. However, from the wording, it sounds like this is not the case. The customer is stating that he lost the funds (in betting).

If the customer cannot access the site due to located in restricted territory, we can do a manual withdrawal for the remaining funds. Again, the customer needs to be in contact with customer support to arrange a manual withdrawal as this may require further information and verification where to pay the remaining funds.

The customer may contact us directly via videoslotsteam@videoslots.com or use our live chat, which has faster response time.

Kind regards,

Team Videoslots

I can't even enter your page, how can I contact you and by email I still have no response, now videoslots can you send me the evidence to my email of the history of deposits, balance, withdrawals since you can send me all that and I clarify I didn't lose the funds and whether he was betting when the restriction happened but he did not lose everything. Thank you

Yo no puedo entrar ni a su pagina como me contactare con ustedes y por correo sigo sin respuesta, ahora videoslots puedes mandarme las pruebas a mi correo del historial de depositos, saldo, retiros ya que ami si puedes mandarme todo eso y aclaro no perdi los fondos y si estaba apostando cuando sucedio la restricción pero no lo perdi todo. Gracias

Dear Cripto_Shark, as the casino cannot share the information with us, I recommend you lodge a complaint with their licensing authority which is the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/), and submit a complaint to them. The Gaming Authority has more options and tools to help players. I'd appreciate it if you could provide a response from the authority once you file a complaint.

Thank you in advance!

Dear Cripto_Shark,

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.

Dear Cripto_Shark, I will mark the complaint as "waiting for a decision from the regulator" in our system. I'd appreciate it if you could share how the Gaming Authority has responded. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear Cripto_Shark,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.