SlotsMillion Casino - Delayed withdrawal

I recieved a confirmation email from slotsmillion on the 4/3/19 stating that my withdrawel for $525 had been processed. On the 12/3/19 I sent support an email saying I still hadn’t received the funds and got no reply again. I messgaed on the 13/3/19 stating again I hadn’t recieved my funds, I eventually got a reply on the 14/3/19 saying that they can see my withdrawel was processed on the on the 4/3/19 and I needed to provide them with a bank statement from the 4/3/19 to date (being 14/3/19). I sent through what was required at the time and recieved an email back on the 16/3/19, stating funds where sent on 4/3/19 but they where informed that there where delays with the payment provider, but payment is on it’s way, also if I hadn’t recieved payment by the Monday the i needed to provide them with another bank statement from the 4/3/19 until that date. Monday came and still no funds in my account, I contacted support on the Tuesday 19/3/19 stating I hadn’t received funds and they requested another bank statement which I provided them with on the 20/3/19 as I have to order it from my bank and wait for it to be emailed to me. On the 21/3/19 I emailed to be told they will contact me when they hear from finance and again the same email on the 22/3/19 saying also they can’t give me a time estimate, then a further email stating that the statement I sent them couldn’t be accpeted and to provide them with a different statement from a different account that they are now saying the funds went into. I received an email on the 26/3/19 stating that finance had approved my withdrawel and it could take up to 10days before I receive funds into my account. I then recieved an email off a different casino agent on the 27/3/19 stating they needed bank statements again, email back and fourth I then provided them with more statements. I have now provided the with bank statements from 2 of my bank accounts and I had correspondence yesterday saying again they are looking for the missing withdrawel and don’t want to put a time frame on the matter. We have gone around in circles numerous times. I have forwarded all email correspondence to suppor­[email protected]­skg­amb­ler­s.com

Hi Channy09,

I'm sorry to hear that you have been waiting for your withdrawal for such a long period of time. This is indeed pretty unusual for us.

I will forward your feedback to the managers that could have been involved in your case and hopefully manage to find a solution very shortly.

Kind regards,
Thomas - SlotsMillion.

Thanks Thomas, i look forward to hearing back from you.

Hi Channy09,

Thank you for your patience. I have managed to talk to the managers involved and was accordingly updated on your case.

The first payment was indeed initiated on the 4th of March on our side, then approved and processed by our processor on the 5th of March but for some, still unknown reasons, you still haven't received it and neither did it come back to our bank account.

Thanks to the bank statements you sent us, we were able to properly verify it indeed did not reach your account. As 30 days have passed, there is no need for us to believe that the payment failed. Returns are usually done same day by the bank if there is an un-processable error in the details. 30 days would be on the very outside of the time for a payment that could not be credited by the receiving bank to be returned.

Having those parameters in mind, we have initiated a trace on this transaction. Trace results can unfortunately take time, as the request has to go from our processor to your bank, and to each bank along the chain (if there was any). This could take up to 2 weeks to get a response.

We will get back to you as soon as we have any updates. Sorry again for this very unfortunate and unusual situation.

Kind regards,
Thomas - SlotsMillion.

2 weeks seems extraordinarily long consodering ive already waited 4weeks but I look forward to a reponse and even better my money received. Thanks for the update

Dear SlotsMillion Casino,

Please let us know if there's some update regarding this case.

Hi Channy09, hi AskGamblers,

As you already know, we are still waiting to get an update from our processor and the intermediary banks.

I know this waiting time is unusual and become very frustrating but it is unfortunately beyond our control.

I do hope to be able to give you concrete news next week.

Kind regards,
Thomas - SlotsMillion.

My question is this....why is it that the bank statements i sent from all my banks accounts not enough for you to see that i havent recieved my money? Why even ask for them if its not enough proof? Why is it that i can deposit hundreds of dollars in a day but yet i am still waiting 1 month and 10 days later for a $525 withdrawel. If its the 3rd party provider thats the issue why cant slotsmillion chase up the $525 with the 3rd party provider but still pay me out and get your money back in the time length that you are making me wait? You know i havent receieved the funds as you have all my PERSONAL bank statments. So why cant slotsmillion pay me?

Dear SlotsMillion Casino,

Please let us know if there's some update regarding this case.

Well this doesnt make me confident.

This is the answer I get about my withdrawel, I’m at my wits end!

Hi Channy09,

The reason why we asked for the bank statements was to be sure you had not receive it at several stages after we processed it. As soon as we checked this, we requested a trace of your funds to find out where it is stuck. As I mentioned, this process could take some time as there could have been various intermediary banks in between our bank account and yours. Now, the reason why we cannot re-process the payment while running the trace of your funds is because, when the trace finds and understands where it is stuck, it could possibly be "unlocked" and would immediately continue its way to your bank account.

I hope to hear back from the investigation very soon. Again, I am sincerely sorry for this unfortunate experience.

Thomas - SlotsMillion.

Why is it that Felix has told me that my bank statements haven’t even been looked at, I get a different story from different ppl it’s crazy that thus issue can go on for so long.

Dear SlotsMillion Casino,

Please let us know if there's some update regarding this case.

I was told on the 5/4/19 that the trace of my withdrawel could take up to 2weeks and its been nearly 3weeks with no answers, i think ive been patient enough this is beyond a joke!!

Hi Channy09,

I am going to update AskGamblers about the current status, as you have already been informed earlier today by one of our agents.

The funds finally returned to us yesterday. Before re-processing "blindly" the payment to the same bank account of yours, our Head of Payment noticed that you asked to change your bank account for this payment and unluckily, that is the reason why this withdrawal actually never reached you. It would seem that your bank did not accept our payment.
Now, we have agreed with you to re-process it on the previous bank account you were using and if you have not received it already, you will shortly receive the proof of this new payment.

This situation has been very unfortunate but I now believe it will be solved early next week.

Please keep us updated.

Regards,
Thomas.

Please send me proof of the correspondence where i have requested to change my bank account for the withdrawel. I cant believe your trying to blame me for this issue. That is an outright lie your saying as i never requested such thing. Still waiting for even a confirmation that withdrawal has been proccessed.

Hi Channy09,

My apologies for this, I misunderstood what my colleague explained me about what happened. You indeed did not request to change your bank account for the withdrawal but our Payment agent had to do it for you so it matches with the account you used to deposit. This is one of the obligations we have to prevent money laundering. Unfortunately, the account you were using to deposit no longer accept our payments, hence the payment returned to our account last week.

Please let me know if you now have received the money correctly.

Kind regards,
Thomas.

No thomas i havent receieved anything, not even confirmation that payment has been processed!

Can u please tell me what the transaction will be listed as?

Still havent recieved funds!

Hi Channy09,

Did you receive the funds by now?

Thanks,
Thomas - SlotsMillion.

No Thomas i havent receieved anything, i was told the payment was sent on the 26/4/19 but i needed to wait until the 7/5/19 before i could tell you i hadnt receieved it. Its all a scam and the payment hasnt even been sent because its never taken 10 buisness days to get funds in the past, i also never recieved an email on the 27th confirming the payment, im just being led on a wild goose chase.

Hi Channy09,

Could you please confirm you are checking your AZN bank account and confirm now whether you have received it or not? Also, note that we re-issued your payment on a Friday and 1st of May is an international holiday. So in total, from the 26th until the 7th of May, there are 7 business days.

Thanks in advance,
Thomas - SlotsMillion.

No Thomas still no payment or again no confirmation in regards to the withdrawal being processed

Hi Channy09,

Any positive update for us today?

Thanks in advance,
Thomas.

Dear @Channy09,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

No thomas as i expected i havent recieved the payment of $525

Hi Channy09,

That's very strange. Our head of Payment is asking me the following meanwhile: Could you please check again the banking details we have used with your bank to be sure they are the correct one? As one small mistake in any number or word could result in a payment returned after days or weeks depending on the amount of intermediary banks involved. Also we noticed that the SWIFT number you provided us with for the successful payment of February and that we also used this time is different than the one used for a payment we made to that same bank account in October 2018. I have resent via PM those details to you so you can double check.

Sorry again for all this. This is very unfortunate.

Thomas - SlotsMillion

Pm sent...not sure how you got a different swift code as I have never provided the one you have just sent to me. Please let me know when u think this will be processed

Hi Channy09,

I got updates from the Payment department.
First of all, we will re-issue the payment today with this other SWIFT code and bank address you provided me with. We have contacted our processor again to speed up as much as possible the process of tracing this second payment that has not returned yet.
Now, regarding your previous message, note that our Payment team does not have the power to change your payment details without a written communication from you. While wire details are saved if you have entered them once, as a customer you have the option to put in new details at any time.
Also, based on our records, 5 withdrawals were done with this other SWIFT code from November 2018 till February 2019 and 4 of them with no complaint of non-receipt on record. So the fact that it is no longer accepted seems to be very recent if this turns out to be the problem here.

Regards,
Thomas - SlotsMillion

Dear @Channy09,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Still havent recieved payment....when do you think i should expect this to reach my bank account?

This complaint has been reopened as per SlotsMillion Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

What can i say im still waiting?! Funds where supposedly sent on the 16th but i find that hard to believe as im yet to recieve a cent....im at my breaking point!