RESOLVED: videoslots.com wont pay 12000 telling my banknr isnt correct

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aemonmelgert

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      aemonmelgert

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      they left me hanging for 5 days after win telling my bank details are not correct
      i contacted the bank 4 times and they said are they crazy telling this lies.
      I got so angry the way they trieted me i played the f money
      so now they got what they want the scam casino

      greets and dont ask videoslots for a big withdrawal as you get lied to

      scam >:(
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      Makerik

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      Sorry to say but its not their fault you gambled all your money away, you should have set wagering limits and waited till the issue would have been fixed or contact the rep here via pm
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      p66

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      Videoslots is highly accredited casino and as Richarder said you should have contact casino rep here to get some help on this. Sure I feel your pain that you lost your winnings back  :'(
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      aemonmelgert

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      i contacted themfor several times but got no response
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      aemonmelgert

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      i know i played the money but i want to hear from you what you think about the way they left me hanging on for 5 days telling me several times my details arnt correct
      and i contacted everybody more then several times
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      aemonmelgert

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      Department: English
      Full Name: xxxx
      Email:xxxxxx
      Your Question: received mail from casino for help with my withdrawal
      Staff: Nicklas L
      01:30 Your Question: received mail from casino for help with my withdrawal

      01:30 Please wait, an operator will be with you shortly.
      01:30 You are now chatting with Nicklas L (Customer Service) - English
      01:30 Nicklas L: Hi Aemon, how are you?
      01:31 aemon melgert: ok th
      01:31 aemon melgert: i got mail for help with my withdrawal
      01:32 aemon melgert: because they say i have to do withy trustly
      01:32 Nicklas L: I see. Let me take a look at your account for a bit.
      01:32 aemon melgert: but in the Netherlands i wroght they dont use it
      01:33 aemon melgert: and when i fill in my iban it says several times that its not correct
      01:33 aemon melgert: but i went back to other casino where i withdraw and there is just the same without problems
      01:34 Nicklas L: People living in the Netherlands should be able to use Trustly as far as I know. Do you mean that it works with Trustly on the other casino?
      01:35 aemon melgert: no i asked and in severfal casino i withdraw they just use the bank withdrawal
      01:35 aemon melgert: without trustly
      01:36 aemon melgert: ok but why does vhe say everytime i fil myb iban its not correct
      01:36 aemon melgert: while i checked and again nothing wrong with my details
      01:37 aemon melgert: if i give you my iban try it yourself maybe
      01:38 Nicklas L: Have you tried contacting Trustly to see if you are doing something wrong entering your iban?
      01:38 aemon melgert: do you need a extra number cause this is from other country?
      01:38 aemon melgert: yes but they dont response
      01:39 aemon melgert: can you do it polease
      01:39 aemon melgert: i am bisy now for houers and houers
      01:39 Nicklas L: I'm sorry, but I cannot help you with that.
      01:40 Nicklas L: You need to get the iban of your bank and verify that you are entering it correctly with Trustly.
      01:40 aemon melgert: i did it for tens of timesc i am not stupid
      01:40 aemon melgert: i give the nr to you try it your self
      01:41 Nicklas L: I have no way of trying it from here unfortunately.
      01:42 Nicklas L: I also see that your profile isn't verified, have someone instructed how you upload documents or do you want me to go through it? Or do you want to fix the issue with Trustly first?
      01:42 aemon melgert: i verified everything more then ones take a good look
      01:43 aemon melgert: this is the same as with pontus i dont get nowwhere
      01:43 aemon melgert: tom f send me mail he will help can you call him
      01:43 Nicklas L: You did not verify your account by uploading your proof of address and proof of identity under "Documents". I understand, but there's nothing I can do about the issue with Trustly I'm afraid.
      01:44 aemon melgert: give me tom
      01:45 Nicklas L: Tom is not in at the moment and probably sleeping, how about I describe how to verify your account and we'll take it from there?
      01:46 aemon melgert: no i did that dont tried me like i am stupid again
      01:47 aemon melgert: you didc not give me the award
      01:47 Nicklas L: You have to upload a Proof of Address under "Documents" in the menu of your account. When uploading a new Proof of address please make sure that the document is not older than 3 months and that all 4 corners of the document are visible. The document must be in one of the following formats: JPG, PNG, GIF or PDF and we must be able to read the information clearly. The document must be addressed to your home and we accept utility bills, invoices and bank statements. When uploading a new Proof of Identity please make sure that it is the front of an government issued ID where we can clearly see your name, date of birth and expiry date.The document must be in one of the following formats: JPG, PNG, GIF or PDF and we must be able to read the information clearly.
      01:47 aemon melgert: thats not my problem
      01:47 aemon melgert: i want a supervisor
      01:48 aemon melgert: getting sick of houers nonsens
      01:49 aemon melgert: hello
      01:49 aemon melgert:
      hello
      01:50 Nicklas L: I'm not trying to make you feel stupid Aemon, I made a mistake and I would like to apoligize - your account is indeed verified. And A supervisor would be able to help you as much as I can. Again, I'm sorry that I told you how your account wasn't verified. It is. What you have to do now is talk to your bank and make sure that the iban is correct and/or talk to Trustly about the error.
      01:50 aemon melgert: nol no no ik did everythikng read read read
      Support Center: https://videoslots.kayako.com/
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      aemonmelgert

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      epartment: English
      Full Name: xxxx
      Email: xxxxx
      Your Question:
      Staff: Carl A
      00:38 Your Question:
      00:38 Please wait, an operator will be with you shortly.
      00:38 You are now chatting with Carl A (Customer Service) - English
      00:38 Carl A: Hi there Aemon. How are you?
      00:38 aemon melgert: hello Carl
      00:39 aemon melgert: ok i have big winning
      00:39 aemon melgert: is someone from the financiel department there
      00:40 Carl A: I am very happy to hear that!
      00:40 Carl A: Unfortunately not at the moment.
      00:40 aemon melgert: thank you
      00:41 aemon melgert: when is the best time to contact its now 2.40 in netherlands
      00:43 Carl A: Our support handles all outbound communication. I am sure that I can help you.
      00:44 aemon melgert: i want to withdrawal with normal bank
      00:44 aemon melgert: not trustly cause it does not work good
      00:44 aemon melgert: is a normal bank withdrawal ok
      00:45 Carl A: I understand. You should be able to choose bank when you make a withdrawal.
      00:46 aemon melgert: but why is the amount i can withdraw only red market at trustly
      00:46 Carl A: One moment please.
      00:48 Carl A: I am sorry, I gave you wrong information. You cannot make withdrawals with Bankwire, you will have to use Trustly or one of the other Withdrawal methods.
      00:49 aemon melgert: FAST BANK TRANSFER
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      aemonmelgert

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      Department: English
      Full Name: xxxxxx
      Email: xxxxx
      Your Question:
      Staff: Elin B
      17:21 Your Question:
      17:21 Please wait, an operator will be with you shortly.
      17:21 You are now chatting with Elin B (Customer Service) - English
      17:21 Elin B: Hi Aemon.
      17:21 Elin B: How are you today?
      17:22 aemon melgert: Hello Eiln
      17:22 aemon melgert: ok th you2
      17:22 Elin B: I am glad to hear that. I am fine as well, thanks for asking.
      17:22 Elin B: How may I help you?
      17:23 aemon melgert: contacted my bank and they say thereare no problems with my account
      17:23 aemon melgert: but i still cant withdrawal money by trustly
      17:23 Elin B: One moment please and I will have a look at your account.
      17:23 aemon melgert: so how can i get my money?
      17:24 aemon melgert: okidoki
      17:26 aemon melgert: my mother said that i must withdrawal the money into her bank so maybe there are no isseu
      17:28 Elin B: You will have to make the withdrawal through Trustly. I can see that you have spoken to my colleague about this. Have you been in contact with Trustly regarding your IBAN??
      17:29 Elin B: Sorry for the double question marks
      17:29 aemon melgert: yes i have but stil no response
      17:30 aemon melgert: is diederik there
      17:30 Elin B: No Didrik is not here at the moment. Please hold on for a moment.
      17:33 Elin B: What you need to do is to contact your bank and let them double check the IBAN information and then try to make a new withdrawal through trustly since withdrawals through bank wire is not available from countries from the European Union.
      17:34 aemon melgert: i spoke to 4 support people and stil not even moved 1 cm
      17:34 aemon melgert: i spoke for the sixted ti me with the babnk so stop[- trieting me like a full
      17:35 aemon melgert: i want now some answers wich are progressing and not the childsplay of the last 4 days
      17:37 Elin B: Have you tried to log out from your account and deleted cookies and caches from your browser?
      Support Center: https://videoslots.kayako.com/
      © 2015 Microsoft Gebruiksrechtovereenkomst Privacy en cookies Ontwikkelaars Nederlands

             
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      aemonmelgert

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      7:21 Your Question:
      17:21 Please wait, an operator will be with you shortly.
      17:21 You are now chatting with Elin B (Customer Service) - English
      17:21 Elin B: Hi Aemon.
      17:21 Elin B: How are you today?
      17:22 aemon melgert: Hello Eiln
      17:22 aemon melgert: ok th you2
      17:22 Elin B: I am glad to hear that. I am fine as well, thanks for asking.
      17:22 Elin B: How may I help you?
      17:23 aemon melgert: contacted my bank and they say thereare no problems with my account
      17:23 aemon melgert: but i still cant withdrawal money by trustly
      17:23 Elin B: One moment please and I will have a look at your account.
      17:23 aemon melgert: so how can i get my money?
      17:24 aemon melgert: okidoki
      17:26 aemon melgert: my mother said that i must withdrawal the money into her bank so maybe there are no isseu
      17:28 Elin B: You will have to make the withdrawal through Trustly. I can see that you have spoken to my colleague about this. Have you been in contact with Trustly regarding your IBAN??
      17:29 Elin B: Sorry for the double question marks
      17:29 aemon melgert: yes i have but stil no response
      17:30 aemon melgert: is diederik there
      17:30 Elin B: No Didrik is not here at the moment. Please hold on for a moment.
      17:33 Elin B: What you need to do is to contact your bank and let them double check the IBAN information and then try to make a new withdrawal through trustly since withdrawals through bank wire is not available from countries from the European Union.
      17:34 aemon melgert: i spoke to 4 support people and stil not even moved 1 cm
      17:34 aemon melgert: i spoke for the sixted ti me with the babnk so stop[- trieting me like a full
      17:35 aemon melgert: i want now some answers wich are progressing and not the childsplay of the last 4 days
      17:37 Elin B: Have you tried to log out from your account and deleted cookies and caches from your browser?
      17:42 aemon melgert: try it now
      17:43 Elin B: Please do so, if it still would not work after this I recommend you to try another browser as well. We recommend you do use mozilla firefox, google chrome or internet explorer.
      17:44 aemon melgert: i use them
      17:45 Elin B: Have you tried to make the withdrawal from all of the recommended browsers? We need you to try this since it is a step in how to handle errors so we know how to help you to solve it.
      17:49 Elin B: Are you still there Aemon?
      17:50 aemon melgert: yesa i am cleaning cookies and go try again now
      17:52 Elin B: Ok, please make sure that you enter all of the information correctly and in the right format. Please also enter the information manually and not copy it from somewhere since that sometimes might reflect in errors with our system.
      17:52 aemon melgert: ok
      17:52 aemon melgert: i will
      17:53 Elin B: Please also note that the maximum withdrawal amount is €10.000.
      17:53 aemon melgert: yes i now
      17:54 Elin B: Great Aemon.
      17:58 aemon melgert: now i show you the pictures i took so you believe me
      17:58 Elin B: If you have a print screen you need to send it to support@videoslots.com
      18:01 aemon melgert: mailted the pictures
      18:02 Elin B: Ok, we have not received it yet since there always are a delay when the emails are sent to our inbox.
      18:03 Elin B: We just received it. One moment please
      18:08 Elin B: I had a look at your IBAN number and the first numbers seems to be correct. Can you please double check the last 10 digits.
      18:11 aemon melgert: 0136450849
      18:12 Elin B: You have to contact your bank again and ask them to control these numbers again since they seem to be incorrect Aemon.
      18:13 aemon melgert: i contacted them 50 min ago lady and good good good not a stupid little twat is my name
      18:16 Elin B: I understand you Aemon but we have controlled this number and you have to contact them again and tell them that we have looked at this and the last numbers are not incorrect. Unfortunately we can not help you further with this before you have been in contact with them again.
      18:20 Elin B: You need to contact you bank and control this and then try to make the withdrawal again. Is there anything else that I can help you with before we end this chat Aemon?
      18:26 Elin B: I will now close this chat due to inactivity. You are welcome to contact our support again if you have more questions. Please refer to this chat ID if you have further questions regarding this chat: QCT-413-40970
      18:26 Elin B: Bye Aemon.
      18:27 Elin B has left the conversation. Click here to leave a message.
      Support Center: https://videoslots.kayako.com/
      Rated:
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      aemonmelgert

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      Department: English
      Full Name: melgert
      Email: xxxxx
      Your Question:
      Staff: Nelda S
      21:30 Your Question:
      21:30 Please wait, an operator will be with you shortly.
      21:30 You are now chatting with Nelda S (Customer Service) - English
      21:30 Nelda S: Hey Melgert, how are you today?
      21:30 melgert: happy now i played again 12000 euro
      21:31 melgert: last time 4500
      21:31 melgert: this is what you wanted isnt it
      21:31 melgert: not paying my money
      21:32 melgert: i cashed out today other casino same bank same nr
      21:32 melgert: all ok
      21:33 Nelda S: I can see that you have deposit using UKASH/Paysafecard. Then you need to make a withdrawal by using bank wire or Trustly. Last deposit you made with Skrill right?
      21:34 melgert: you dont understand me
      21:34 melgert: is the chef there
      21:35 Nelda S: No, unfortunately hes not here anymore.
      21:35 melgert: i lost 20000 euro with
      21:35 melgert: saying i give wrong number
      21:36 melgert: when is the chef there
      21:36 melgert: helklo
      21:36 Nelda S: I think he will be here tomorrow. I'm not 100% sure what time.
      21:37 melgert: look it up
      21:37 Nelda S: But you can contact us again tomorrow and ask him if you want.
      21:37 melgert: nono i asked three days
      21:37 melgert: for him no time i get him
      21:37 melgert: why is that
      21:37 melgert: not even congrats for winning 12000
      21:38 melgert: only saying that i give wrong number
      21:38 melgert: so i go play again
      21:38 melgert: you did this expres
      21:39 melgert: you want money but dont want to pay
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      aemonmelgert

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      Department: English
      Full Name: melgert
      Email: xxxxxx
      Your Question:
      Staff: Nelda S
      21:30 Your Question:
      21:30 Please wait, an operator will be with you shortly.
      21:30 You are now chatting with Nelda S (Customer Service) - English
      21:30 Nelda S: Hey Melgert, how are you today?
      21:30 melgert: happy now i played again 12000 euro
      21:31 melgert: last time 4500
      21:31 melgert: this is what you wanted isnt it
      21:31 melgert: not paying my money
      21:32 melgert: i cashed out today other casino same bank same nr
      21:32 melgert: all ok
      21:33 Nelda S: I can see that you have deposit using UKASH/Paysafecard. Then you need to make a withdrawal by using bank wire or Trustly. Last deposit you made with Skrill right?
      21:34 melgert: you dont understand me
      21:34 melgert: is the chef there
      21:35 Nelda S: No, unfortunately hes not here anymore.
      21:35 melgert: i lost 20000 euro with
      21:35 melgert: saying i give wrong number
      21:36 melgert: when is the chef there
      21:36 melgert: helklo
      21:36 Nelda S: I think he will be here tomorrow. I'm not 100% sure what time.
      21:37 melgert: look it up
      21:37 Nelda S: But you can contact us again tomorrow and ask him if you want.
      21:37 melgert: nono i asked three days
      21:37 melgert: for him no time i get him
      21:37 melgert: why is that
      21:37 melgert: not even congrats for winning 12000
      21:38 melgert: only saying that i give wrong number
      21:38 melgert: so i go play again
      21:38 melgert: you did this expres
      21:39 melgert: you want money but dont want to pay
      21:41 Nelda S: So did i understand right that someone told you that you have given wrong number for withdrawal?
      21:43 melgert: is there a free chip for me
      21:45 Nelda S: No unfortunately we dont have any extra bonuses to give at the moment because of our Trophy system which rewards players as they're playing.
      21:45 melgert: are you from videoslots or from chat service
      21:46 Nelda S: What do you mean?
      21:47 melgert: easy question
      21:47 Nelda S: Videoslots.
      21:48 melgert: i need someone who speaks good englisch
      21:48 melgert: ask for 4 days now
      21:48 melgert: saved all chats and get no normal help
      21:48 melgert: sick of it
      21:52 Nelda S: I can send this case further to our Financial Department if you want.
      21:53 melgert: i want to talk for 5 days to them but no help
      21:53 melgert: HELPPPPPP
      21:53 Nelda S: If you have already told this about someone, it's still in investigation. And you'll be contacted as soon as they've solved this thing.
      21:55 melgert: HELPPPPPPPPPPPPPPPPPPP
      21:55 Nelda S: Don't worry, we'll help you. And we will contact you right away when this case has been solved.
      21:56 melgert: HELPPPPPPPPPPPPPPPPP
      21:56 melgert: <HELPPPPPPPPPPPPPPPPPPPPP
      21:57 Nelda S: We will Melgert.
      21:58 Nelda S: We'll contact you as soon as it has been solved.
      21:58 Nelda S: Is there anything else I can help you with now?
      21:59 melgert: send this to chef


      21:59 melgert: do do do
      Support Center: https://videoslots.ka
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      aemonmelgert

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      Full Name: melgert
      Email: xxxxx
      Your Question:
      Staff: Tom F
      21:30 Your Question:
      21:30 Please wait, an operator will be with you shortly.
      21:30 You are now chatting with Nelda S (Customer Service) - English
      21:30 Nelda S: Hey Melgert, how are you today?
      21:30 melgert: happy now i played again 12000 euro
      21:31 melgert: last time 4500
      21:31 melgert: this is what you wanted isnt it
      21:31 melgert: not paying my money
      21:32 melgert: i cashed out today other casino same bank same nr
      21:32 melgert: all ok
      21:33 Nelda S: I can see that you have deposit using UKASH/Paysafecard. Then you need to make a withdrawal by using bank wire or Trustly. Last deposit you made with Skrill right?
      21:34 melgert: you dont understand me
      21:34 melgert: is the chef there
      21:35 Nelda S: No, unfortunately hes not here anymore.
      21:35 melgert: i lost 20000 euro with
      21:35 melgert: saying i give wrong number
      21:36 melgert: when is the chef there
      21:36 melgert: helklo
      21:36 Nelda S: I think he will be here tomorrow. I'm not 100% sure what time.
      21:37 melgert: look it up
      21:37 Nelda S: But you can contact us again tomorrow and ask him if you want.
      21:37 melgert: nono i asked three days
      21:37 melgert: for him no time i get him
      21:37 melgert: why is that
      21:37 melgert: not even congrats for winning 12000
      21:38 melgert: only saying that i give wrong number
      21:38 melgert: so i go play again
      21:38 melgert: you did this expres
      21:39 melgert: you want money but dont want to pay
      21:41 Nelda S: So did i understand right that someone told you that you have given wrong number for withdrawal?
      21:43 melgert: is there a free chip for me
      21:45 Nelda S: No unfortunately we dont have any extra bonuses to give at the moment because of our Trophy system which rewards players as they're playing.
      21:45 melgert: are you from videoslots or from chat service
      21:46 Nelda S: What do you mean?
      21:47 melgert: easy question
      21:47 Nelda S: Videoslots.
      21:48 melgert: i need someone who speaks good englisch
      21:48 melgert: ask for 4 days now
      21:48 melgert: saved all chats and get no normal help
      21:48 melgert: sick of it
      21:52 Nelda S: I can send this case further to our Financial Department if you want.
      21:53 melgert: i want to talk for 5 days to them but no help
      21:53 melgert: HELPPPPPP
      21:53 Nelda S: If you have already told this about someone, it's still in investigation. And you'll be contacted as soon as they've solved this thing.
      21:55 melgert: HELPPPPPPPPPPPPPPPPPPP
      21:55 Nelda S: Don't worry, we'll help you. And we will contact you right away when this case has been solved.
      21:56 melgert: HELPPPPPPPPPPPPPPPPP
      21:56 melgert: <HELPPPPPPPPPPPPPPPPPPPPP
      21:57 Nelda S: We will Melgert.
      21:58 Nelda S: We'll contact you as soon as it has been solved.
      21:58 Nelda S: Is there anything else I can help you with now?
      21:59 melgert: send this to chef


      21:59 melgert: do do do
      22:00 melgert: let them contact me
      22:00 melgert: xxxxxx
      22:00 melgert: xxxxxxx
      22:01 Nelda S: Is it okay if I transfer you to another support agent? Because my shift is going to end now.
      22:02 Nelda S: Attempting to transfer the chat to "Tom F"
      22:02 Tom F: Hello Melgert, what seems to be the issue here?
      22:03 melgert: i dont tell you for 25 times
      22:03 melgert: chef
      22:03 melgert: chef
      22:04 Tom F: It does not matter who you talk to in the support, our policy does not differ depending on the agent.
      22:05 melgert: *dont you fucking lie to me
      22:05 melgert: *il put this now on lcb
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      aemonmelgert

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      Videoslots.com - Live Chat on 17 July 2015
      Videoslots.com (info@pandamedialtd.com)  Toevoegen aan contactpersonen  17-7-2015  Markering van dit bericht opheffen 
      Aan: xxxxxx
      info@pandamedialtd.com

      Department: English
      Full Name: melgert
      Email: xxxxxx
      Your Question: diederik there
      Staff: Tom F
      20:42 Your Question: diederik there

      20:42 Please wait, an operator will be with you shortly.
      20:43 You are now chatting with Tom F (Customer Service) - English
      20:43 Tom F: Hello Aemon, how are you tonight?
      20:43 melgert: is diederik there
      20:43 melgert: or some other chef
      20:44 melgert: manager
      20:44 Tom F: I'm afraid that he is not working at the moment, perhaps I can help you?
      20:44 melgert: ask for 4 days to contact me
      20:44 melgert: no you can not help
      Rated:
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      aemonmelgert

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      Offline Message left on 17 Jul 2015, 03:34 PM (GMT+0)

      i dont get any answer of videoslots.com again they left me hanging on for 5 days saying my bank details arent correct but they are they just want me to play the money as i did because i went crazy about the trieting me like am lying no contact by manager only chats that you can read in the forum really this is sick
      Rated:
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      aemonmelgert

        Full Member
      • male
      • offline
      hello everybody
      • 253
        thanks given
      • 75
        thanks received
      • Replied by
        Full Member
        216
      • last active 8 hrs ago
      and there are plenty more

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