5 euro stakes were swallowed

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Experienced

Iknowyou

Topic Creator

Forum posts: 387 Member since: 13.11.2019

14th Nov. 2019, at 12:12 pm CET#1

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Hello dear ones,

a few weeks ago I was lucky enough to win some money at Videoslots (more precisely in the game Mystic Mirror).
I then played "Jaguar Temple" again on 1 Euro.
When I saw that the game was yielding some wins, I simply raised my bet to 5 Euros.
After that the surprise happened.
After almost every spin there was an error message.
Of course, the 5 euros were always deducted.
However, even if I had a picture, which would have led to a win.
That is, I pressed Spin -> 5 euros were collected -> the slot has rotated -> error message.
Very annoying because I also once got this great Jaguar head spin.
Then I also tried my luck (or bad luck) again with Book of Dead
Exactly the same only that the error intervals were larger. I did not get the error message after every 1 or 2 spins.
This time always after so 10 to 20 (internal error).
Money was also withheld.
Strangely, everything always ran smoothly as soon as I had set the bet to less than 1 euro.

Have of course directly notified the support
After a week of waiting and exerting pressure where my answer remained then came the answer:
Yes we see that it has come to errors
But their stakes were properly retained.
Your wins we can not control and therefore we can not credit.
Thank you for your understanding.

Was then of course from my side nothing more to do
Sometimes you always wish to capture the screen on video, but who also thinks that it comes to such mistakes

I don't want to accuse the people at Videoslots of anything, but after all you expect a high quality product or in this case website
if you Deposit with real money there to finance the store there. And that the there at least one Entgegen come with some goodwill.
I would have been happy about a Jackpot wheel or a few free spins. So that you at least feel something appreciated as a customer.

This post has been translated automatically

Expert

MarcT22186

Forum posts: 1.343 Member since: 13.07.2019

5 euro stakes were swallowed

14th Nov. 2019, at 12:27 pm CET#2

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Doesn't sound like Videoslots at all.
But other than that, you can also look at your game history yourself - select My Account and then Game History.
If they are not listed there, I would escalate it again via mail, not chat

This post has been translated automatically

Experienced

Iknowyou

Topic Creator

Forum posts: 387 Member since: 13.11.2019

5 euro stakes were swallowed

14th Nov. 2019, at 12:36 pm CET#3

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Thanks for the Tip, but I had actually tried to look in.
However, the game history apparently does not work properly for me.
Can enter date and game everything to filter, yet it shows me
only the current ones. So for example from today.
I can not access the complete previous month at all.
So I can't control that myself.
Apart from that I doubt that I can reconstruct the whole thing again.
Because there is certainly not. 5 euro insert (error message).
I have already resigned myself to it, because I doubt the Videoslots me just so a few hundred euros credschreibt xD

This post has been translated automatically

Expert

MarcT22186

Forum posts: 1.343 Member since: 13.07.2019

5 euro stakes were swallowed

14th Nov. 2019, at 12:58 pm CET#4

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Sash45 wrote on 11/14/2019 12:36 PM: Thanks for the Tip, but had I actually tried looking in too.
However, the game history doesn't seem to work properly for me.
Can enter date and game everything to filter, nevertheless it shows me
only the current ones. So for example from today.
I can not access the complete previous month at all.
So I can't control that myself.
Apart from that I doubt that I can reconstruct the whole thing again.
Because there is certainly not. 5 euro insert (error message).
I've already resigned myself to it, because I doubt the Videoslots me just so a few hundred euros credschreibt xD

It won't say that, but you can at least see the results by looking at the game history. You can then easily counter-calculate with the account history or let calculate.
It may take a little longer until the history is displayed. Depending on how many bets are in it

You can actually be sure with Videoslots that they will credit you
It is important with such Live Chat stories to always send or copy the history. On the one hand as evidence, but much more as a memory aid

This post has been translated automatically

Expert

MarcT22186

Forum posts: 1.343 Member since: 13.07.2019

5 euro stakes were swallowed

14th Nov. 2019, at 01:01 pm CET#5

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If it still doesn't show up, have VS send you the game history from the month in question as a csv/table.
If they can't do that, then you can start there

This post has been translated automatically

Amateur

test45

Forum posts: 181 Member since: 08.10.2018

5 euro stakes were swallowed

14th Nov. 2019, at 01:05 pm CET#6

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Sash45 wrote on 11/14/2019 12:12 PM: Hello dear ones,

i was lucky enough to win some at Videoslots (more specifically in the game Mystic Mirror) a few weeks ago.
I then played Jaguar Temple again on 1 euro after that.
When I saw that the game had some wins, I simply raised my bet to 5 Euros.
After that the surprise happened.
After almost every spin there was an error message.
Of course, the 5 euros were always deducted.
However, even if I had a picture, which would have led to a win.
That is, I pressed Spin -> 5 euros were collected -> the slot has rotated -> error message.
Very annoying because I also once got this great Jaguar head spin.
Then I also tried my luck (or bad luck) again with Book of Dead
Exactly the same only that the error intervals were larger. I did not get the error message after every 1 or 2 spins.
This time always after so 10 to 20 (internal error).
Money was also withheld.
Strangely, everything always ran smoothly as soon as I had set the bet to less than 1 euro.

Have of course directly notified the support
After a week of waiting and exerting pressure where my answer would remain then came the answer:
Yes we see that it has come to errors
But their stakes were properly retained.
Your wins we can not control and therefore we can not credit.
Thank you for your understanding.

Was then of course from my side nothing more to do
Sometimes you always wish to capture the screen on video, but who also thinks that it comes to such mistakes

I don't want to accuse the people at Videoslots of anything, but after all you expect a high quality product or in this case website
if you Deposit with real money there to finance the store there. And that the there at least one Entgegen come with some goodwill.
I would have been happy about a Jackpot wheel or a few free spins. So that you at least feel something appreciated as a customer.

I had something similar once at Casinoluck, in the Play N Go slot Pimped, I got into the free spins and won 220 euros, then I did another 10 spins and wanted to change the game, but then came the shock, my account balance was only at just under 50 euros, long story short, the win from the free spins was not booked and also the history had shown nothing, and the support could do nothing, but is certainly 6 years ago....but since then I always make a screenshot at a win (x100 or more) in the slots....

This post has been translated automatically

Expert

Nickii45

Forum posts: 1.146 Member since: 23.04.2018

5 euro stakes were swallowed

14th Nov. 2019, at 01:31 pm CET#7

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i had it so many times after wins, at play go comes internal error at netnent comes game unavailable at big time server unavailable etc. of course always after a few high spins...... conclusion : they do not want to give more either pay out or try later...
the chat says a anyway only we have no current errors all games run flawlessly despite video and screenshots..although I like to play at Videoslots is slow, which annoys me and I have thereby reduced my deposits there by 80%...... ...

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Experienced

Iknowyou

Topic Creator

Forum posts: 387 Member since: 13.11.2019

5 euro stakes were swallowed

14th Nov. 2019, at 01:50 pm CET#8

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Yes I think that was it now also with me on Videoslots.
I have followed the Tip and the chat times written to regarding the CSV table.
They wanted to know what I have explained what it was about.
Then it escalated a little and I think it's an impertinence how they dealt with me

here the chat history

Chat started
Good day, I wanted to ask if you can send me my game history for the game Jaguar Temple and Book of Dead from 09/26/2019 and 09/27/2019 via CSV/table as well as the account history for this once.

Tobias joined the chat

So by mail
Tobias
Hey, hope you are well

sure hope you are also
Tobias
I would need your date of birth and address for data matching please.

**************
Tobias
Thanks
May I ask what you need the copies for?

I had a problem at that time. I had also reported this to them. It was about my 5 euro bets and wins were swallowed. Your statement was only the stakes have been properly retained by you. The wins you can not control. Someone has now given me the tip to check this myself with the tables
Tobias
I can guarantee that no stakes or wins will be swallowed by us
We would like to inform you that we have no influence on the course or outcome of the game

The games we offer are completely random, just like other licensed Online Casinos that, like us, rent the games from the game manufacturer.
An example of our seriousness is the fact that we are constantly controlled by a third party, called eCOGRA, whose task is to check that our games are fair.
You can read more about it here: https://www.videoslots.com/security-and-ethics/

I don't blame any of them. Only I had a problem and I was the only person who had seen that. For example, I bet 5 euros on Jaguar Temple. Then a win came and then an error message and the win was not credited or I turned on the spin the bet was gone and the error message appeared without me knowing whether it was a win or loss.

This has

nothing to do with coincidence or anything else. And if the error is also with the game providers and not with you

They have even sent me an email where you have confirmed to me that it has come to error and as I said you have written to me that the stakes at loss ordnugsgemäß retained despite error message. But the wins can not be controlled despite error message. and that makes me wonder
Tobias
It is extremely rare for errors to occur and we strive to ensure that this is further minimized.

nevertheless mistakes happen. and with money that is always very bitter. and i didn't want to roll up this case again i just wanted to see if i could find something out myself
Tobias
As I can see you play a lot, have you ever thought about limits?
We have a Deposit, turnover and loss limit

What's this crap now? I'm just asking for the CSV table?
Tobias
The limits are there for you to better control your gaming behavior

Can you please explain to me what this is all about? I only just asked for the CSV table. You wanted to know why. and I explained that a lot of money has been lost due to errors. And now you come to me like this?
Tobias
We try to support our games on all levels

I am just really speechless how they want to get rid of me here
Tobias
Playing on our site should be fun and serve as a pastime

do I get now my CSV tabelle ? if they send me again such a text I will complain.

and do not respond to my messages
Tobias
We try to help you the best way we can and we are always here to give you competent advice
I have seen that my colleagues have already talked to you about the possibility of setting limits and I wanted to remind you that they are always available for you

Chat rated as bad

Chat ended

I am really speechless how they want to get rid of me here
Tobias
Playing on our site is supposed to be fun and to pass the time

do I get now my CSV tabelle ? if they send me again such a text I will complain.

and do not respond to my messages
Tobias
We try to help you the best way we can and we are always here to give you competent advice
I have seen that my colleagues have already talked to you about the possibility of setting limits and I wanted to remind you that they are always available for you

Chat rated as bad
Chat ended

So no I did not receive the spreadsheet.

This post has been translated automatically

Expert

MarcT22186

Forum posts: 1.343 Member since: 13.07.2019

5 euro stakes were swallowed

14th Nov. 2019, at 01:57 pm CET#9

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If you know some English (possibly with translator), just write an email to support@videoslots.com - just ask for the game history, since you can't see it and want to get an overview of your bets regularly.
This has always worked for me

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Elite

Dbac79

Forum posts: 2.012 Member since: 14.01.2019

5 euro stakes were swallowed

14th Nov. 2019, at 02:02 pm CET#10

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it can happen that you get a winning picture that is not your spin,
i once had a playtech game "ace ventura" show a free spin feature with certain options set but it did not match the one that was on my screen

This post has been translated automatically

Videoslots: 5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

5 euro stakes were swallowed

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