At the beginning of October, user Elena777 left a message on the Casinomeister website that her account was blocked and 1,700 euros were taken from her. After she turned to the official dispute resolution service, they could not contact the operator for 2 months and ruled in her favor, deciding that Videoslots should return the money. However, the operator ignores this decision.
Videoslots blocked my account and took 1700 euros. I wrote a complaint to Madre. The regulator looked at it for 2 months and asked for comments from Videoslots, but Videoslots did not give any comments - they just did not answer! Two months later, the regulator ruled that Videoslots' actions were illegal and they were required to return my money. Videoslots still ignores the decision and does not return the money!!
It turned out that the issue could not be resolved since July, when Elena777 filed a complaint against AskGamblers. Then the complaint was closed, as the girl turned to MADRE, a service to which the casino sends players who disagree with their decisions. Moreover, the rules say that they consider MADRE's decision on issues up to 5,000 euros to be binding on them.
Interestingly, this case falls under the situation where the casino must comply with the arbitration decision without question. However, they refuse to do so, breaking their own rules.
One of the moderators of Casinomeister talked about this with a Videoslots representative and said that the situation is not as obvious as it seems. After providing him with the facts, they banned the author Elena777 from their forum, but they did not indicate the reason, simply calling her “an unreliable witness, to put it mildly.”
At the same time, the moderator explained that the information that the operator wanted to provide, but the arbitration did not accept, is very important, and without it it is impossible to see the essence of the problem. It also turned out that the arbitration decision is not always binding on the casino. However, in the rules of Videoslots themselves, they specify that the decision must be made.
The complaint was resumed on AskGamblers, where a Videoslots representative promised to answer, but after three days he did not comment on the situation. And the player reports that her question has not been resolved.
