Slot Madness Casino - Delay in paying out my withdrawal

RESOLVED
posted on December 9, 2013.

HI,

I requested a $1700+ payout from Slotmadness Casino on 26th October 2013. Their time frames are - 6-10 working days to 'approve' payout and 10-14 working days to 'process' payout plus 'delivery time' to the nominated payout type - in my case it's Neteller.

My email states the following: (I can't see how to attach a screen shot of my email, as requested in your Guidelines so have done a copy and paste)

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**Slot Madness Cashier

To Me

26 Oct

Dear Lxxxxxxxxx,


xxxxxxxxxxxxx


Your request to withdraw has been received.


Should all be in order, this will be processed by our accounts team within 4-6 working days.**

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I've made the occasional withdrawal from them and this has been the time frame given in every email. When it wasn't received in that time frame for the first payout, I found out through their live chat the times I mentioned earlier. So instead of the apparent maximum 6 days for payout, it suddenly becomes maximum 24 business days for a payout! Ok, I ended up accepting that, (no choice really) with my last payout being - Requested 24th Sept, Received 2nd November.


This time however, it has even further exceeded their time frames. My payout was 'approved' on 6th November (from what they tell me through live chat - there's no other way to keep track), therefore the 'processing' time has so far EXCEEDED their MAXIMUM time by 10 days (being now 24 business days since approval).

Following up through live chat 3 times eventually yielded I need to contact their escalations dept via email only. The response I received after my Dec 7th email was:

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**We have escalated your case. We have been backed up with a high volume of request recently, so therefore our payout queue is delayed. However, we will do our best to send out your recent withdrawal to your Neteller account as soon we we can.**

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My money was not received by my close of business last night (in Australia) so I emailed them again - response:

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**Escalations

To Me

Today at 3:51 AM

Dear Lxxxxxxxx,


Thank you for your reply.


We have yet to complete your most recent payout transaction. We are still working on it. We have been experiencing delays due to the holiday season. We will get to your case as soon as we can.


Best regards,


Escalations Department


[email protected]**

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(Queries go through Silver Oak, obviously linked to Slot Madness)

So, I have been awaiting this money for all this time - total of 32 business days - when it should have been 24 MAXIMUM.


Is there anything you can do?

I need this money as soon as possible as I had it allocated to something specific which was due last week. I now have problems because I haven't been able to pay it. This would not have occurred if Slot Madness had stuck by their time frames and I am very upset (and angry to be honest).

Please help me.

Regards,

Lxxxxxxxx Wxxxxxxxxx


 

AskGamblers
posted on December 11, 2013.

 Player informed our support that the payment is received, so this complaint is solved!