SlotsMillion Casino - 1000 not paid to my bank!

posted on June 30, 2016.

I'm tired. Two weeks and same song and dance!!

They sent me a paper showing a transfer. I didn't get it. Money not in my bank. I sent the. Bank statement. It's clear.

I withdrew a 1000 and 2000.... I got the 2000 a few days later.

The 1000 has not arrived!

I am not getting any more responses from them.

My bank said they had to TRACE the transfer. It's been over a week!!

They are lagging and not really putting the attention to this matter.

I am a loyal good deposited here. I love everything but this is the first time from 1000 withdrawals from 100 casinos that money has not arrived.

Please help ask gamblers. They are not even responding to my emails anymore.

My bank statement is clear. I can even give u the royal banks phone number for confirmation that i have not received my money.

Thank you.

posted on July 1, 2016.

Their response.
Hi Johnny,

To clarify what is going on with the investigation about your withdrawal. I want to point out that wirecard has been contacted to investigate what happened. We do not have anything to do with this investigation, we are waiting for the reply from them.

They told us that an investigation can take 2-3 days but they’ve also had cases when it took few month. This is a manual process, it depends how many banks are involved in the payment and how quick they do their research.

We always pay our customers so do not worry, we will refund you if there has been a mistake from our side.

Best regards,

I am not going to wait months to get my money, that's not fair, just give me my thousand dollars and if The lost withdrawal ever shows up in the near future, I'll give it back to you

posted on July 4, 2016.

Latest email received?? Is this a joke???

Hey Johnny!

Have you heard how great our payment methods are? We understand that your money is the most important thing to you, so we make it as easy as we can for you to deposit and withdraw. Safe transfers and no hassle, all done as quickly as possible.

You can find more information on our banking page. Convinced? Try it out!

posted on July 4, 2016.

Hi Johnny,

First of all, I would like to apologies for my tardiness in answering you. I didn't have access to all the information over the week-end to answer earlier.

We already went through a similar case on the 29th of March 2016. The withdrawal from a Canadian player was correctly executed but the money was blocked by his bank as it was tagged as "gambling winnings". After few days of investigation, everything was solved and the player received his earnings promptly and accordingly.
Here is the related thread on Casinomeister:

The problem has also been noticed on a global scale. For the last months, Canadian players are experiencing such issues with banks. This thread from the 15th of April covers it too. Please, read it:

To sum up the situation, as our support agent told you, Wirecard's investigation is running since we received your bank statement, on the 27th of June.
The only certainty we have at the moment is that the money is stuck somewhere because we didn't receive it back in our account since it left it. This is exactly what Wirecard is investigating on.
As for information, your withdrawal request, its validation and the payment were made on the 16th of June 2016 within a 14 hours period of time.

This is a rigorous process that does not only involve you and us, but also and above all, the banking suppliers and intermediaries, which is why it requires some time. I also want to inform you that it is likely that the process gets slowed down by the banks due to the holiday period.

With your authorization, I can publicly provide all the copy of the documents and the history of emails related to this case. Please, let me know if this is okay for you.

Although this is not a common situation, we are already working on integrating new deposit and withdrawal methods for Canadian players such as Ecopayz (we already have it for deposit, we are about to integrate it for withdrawal), Instadebit and back to credit card to avoid such loss of time.

Please believe that we are putting a lot of pressure on the banks in order to get the money to hit your account as soon as possible.

Be assured, our support team will notify you as soon as they receive an update from Wirecard.

I would like to thank you in advance for your understanding and patience.

posted on July 4, 2016.

Don't publish anything please.

Just pay me. Simple.

I received 25 bank transfers in June without any problems. Including 2000 from u.

Human error on your part is too blame. U probably entered an incorrect value.

I just want my 1000.

U wanna send it to my entro pay card??

posted on July 5, 2016.

Hi Johnny,

As you already know, the situation has evolved since yesterday and we thank you again for the time you have spent on the phone this morning with our support agent.

The payment of 1000 CAD we sent you on the 16th of June came back to our account early this morning. To be specific, we received 890,01 CAD due to 109,99 CAD of fees kept by intermediary banks. The investigation charges of 75 EUR and this are on us.

The error message that we received was "Beneficiary account no needs 12 digits". Since international money transfers require a manual validation from the intermediary (Wirecard), it is likely that they undesirably added the transit number of 5 digits on top of the 7 bank account digits. That would eventually explain the issue but this is just an assumption.

As soon as the money hit our account this morning, we sent you another wire bank transfer of 1000 CAD at 12:31 am CET. With your authorization, I can publish the reference number of this new transfer. Please, let me know.

You should receive your earnings within the next 5-7 working days. Please, let us know when you do so we can consider this issue as fully resolved.

Although the issue was not on our side, we are truly sorry that you experienced this on SlotsMillion.

Thank you again for your patience and understanding, Johnny.

posted on July 5, 2016.

I don't want u to publish anything. My privacy is my privacy.

Nice talking to u this morning.

Hopefully my 1000 will hit bank account soon without any fees.

I have withdrawn 1000 times via wire transfer from 100 casinos and never paid a fee except 15 dollars to my bank for conversion.

I refuse to pay a fee for a withdrawal.

Ty for the free spins earlier. Nice of U.

U guys are a top 10 casino in my eyes and I am sure it was not your fault.

I had no choice but to file complaint. Same response over and over prior to complaint scared me.

Hopefully all will be fine soon and I will have my 1000 dollars in my bank soon.

posted on July 7, 2016.

Hi Johnny,

I would like to thank you for your comprehension although this is not a convenient situation for the both of us.

You were totally right to file a complaint and I am pretty sure that this will also help other players going through the same situation to have a better understanding of what might actually be happening.

Regarding the fees, you should not be charged for any related to the investigation as we already covered them. If you do, please let us know.

I am glad that you enjoyed the free spins and I hope you will keep having fun in SlotsMillion!

Looking forward to hear that you received well your earnings.

posted on July 8, 2016.

Still have not received my withdrawal

posted on July 8, 2016.

Hi Johnny,

Thank you for the update.

I understand that the wait might be long and frustrating from your perspective but as I said, if everything goes well this time, you should receive it between 5 to 7 working days which means between next Tuesday (12/07/2016) and Thursday (14/07/2016).

posted on July 11, 2016.

I have yet to receive my withdrawal.

To be honest. As much as I like u people, I don't think I will deposit again.

posted on July 12, 2016.

Looks like there is another issue. They just called again.

Surprised money didn't come yet.

Something is definetly wrong here. Doesn't look like its casinos fault. But I still don't have money?

posted on July 13, 2016.

Hi Johnny,

The reason our support agent called you yesterday was to know if you had already received the transfer, since Tuesday was the fifth day after we sent the new payment (and therefore, the first day you should be able to get it in your account).

As I mentioned in a previous post, it usually takes between 5 to 7 working days before it hits the bank account. This is why so far there is no reason to consider that something is wrong.

However, we already asked Wirecard to process a new investigation just in case there was the same issue, so we wouldn't have to wait as longer.
In the case the payment would be sent back to us, we would suggest you to provide us with another bank account or another payment method that we have available for Canadian players such as Ecopayz.

Please, let us know if you receive it at the latest tomorrow end of the day (CET).

posted on July 13, 2016.

I am willing to accept ENTROPAY VISA withdrawal, I pay 2% in euros so it will cost me $30, but at this point, I just want my money, this is the most ridiculous with drawl I have ever made

posted on July 13, 2016.

Can I just email you my ENTRO visa card number and you could pay me there, I usually get those payments in two days

posted on July 14, 2016.

Nothing received and it doesn't look like I am ever going to get paid to my bank!

Now they want me to wait here weeks again and again for wirecard to give them back their money.

Most ridiculous withdrawal ever!!

Just pay my visa or make me a 1000 pay safe card and close the file.

Stop making me wait like an idiot!

posted on July 15, 2016.

Hi Johnny,

Thank you very much for keeping us updated.

As you can imagine, it seems that the payment did not go through once again.

Our support agents sent you an email at 3.16pm (CET) today to propose you an alternative solution until we find out where exactly the problem comes from.

The investigation that Wirecard is running takes time as I told you. However, we will not wait to get its final result to send you the money.

The money should be back in our bank account on Tuesday 19th since the first payment we have done also came back after 10 working days. We will keep you informed.

Once our money reaches back our account, we will grant you a $1000 Paysafecard straight away, if this alternative still fits you.

Please believe that all our affected teams are doing their best to solve this situation as soon as possible.

SlotsMillion team.

posted on July 15, 2016.

Can you just send me a check by Federal Express? If you pay me with a pay safe card, I'm going to lose a lot of money in fees

posted on July 18, 2016.

Hello Johnny,

Unfortunately, we cannot send check by Federal Express. As for Paysafecard, you will not lose any money on fees if we pay you using this method. You will simply receive the corresponding amount ($1000) in one or several voucher codes.

A support agent will call you very soon in order to find a solution with you.

posted on July 18, 2016.

Sorry but what exactly am I supposed to do with 1000 dollars of PAYSAFE vouchers???

posted on July 21, 2016.

Hi Johnny,

Since the situation is about to be solved in a few hours or days, I have to explain publicly here what happened and what is now happening even though you have already talked about it with a support agent from SlotsMillion.

The latest investigation led by Wirecard in order to find out why the payment could not go through stated that there was a bank code missing in your bank details.
The bank code is a must for such international wire transfers. As for consequence, the only potential reason to explain that one of the payment have worked properly is that, because Wirecard manually processes those international wire transfers, they might have made a "human" mistake by authorizing the transfer without its bank code.

After getting the second investigation outcome, money finally came back to our account on the 20th of July 2016.
We therefore proposed you either to be paid with the same bank account by adding those missing digits or by Paysafecard vouchers. You chose the wire transfer. We then sent this new transfer on the 20th of July 2016 at 5pm.

Please, notify us as soon as you receive your earnings. You should briefly receive it.

Looking forward to hearing from you!

posted on July 21, 2016.

No matter what. U guys are first class!

posted on July 22, 2016.

I decided to deposit again and try my luck.

I won.

So....... When I cashed out.... Bank code was not there!!!

Please use bank code 003 for the royal bank of Canada.

U can also add it to my account for future withdrawals.

Thank u

posted on July 22, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.