I won a substantial sum around 2 weeks ago on videoslots. So I contacted live chat asked about the verification process and explained that at one point I had used my mother’s credit card (with her permission) to make a deposit. They said that’s ok just to upload scans of the credit card and that security may ask for further documentation. I uploaded all other requested documents id, my own bank cards etc. All of a sudden my account is deactivated so I speak to live chat and am told that my account is going through routine checkup and to wait for further emails. Two weeks later I receive an email saying my account will remain closed and my funds will be retained. There is no explanation as to why I failed verification process. I tried to talk to live chat and they said they were not going to discuss it further and decision is final. 1.4 Videoslots reserves the right, at its own discretion, to:forfeit and/or confiscate funds available on an account and/or refuse to honour a claim, in the event that, directly or indirectly, these Terms and Conditions have been violated and/or other unauthorised. This was quoted in the email but it offers no explanation as to why I failed verification process. I believe that I am entitled to my funds and the only reason they have closed my account is because they are not willing to pay what is owed. They are quite happy to take money without verification but as soon as I want some back they close my account. I would like this to be resolved.
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