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SlotsMillion Casino - Funds removed after bonus wager

RESOLVED
Complaint Info
Disputed casino SlotsMillion Casino
Reason Missing Funds
yezzo89 Nordrhein-Westfalen
Posted on November 8, 2019

I got 40 free spins in Blood Sucker for Halloween Promotion at slotsmillion. I won 11 Euro and wagered it all and then the money was gone(171€). After a week slotsmillion still didnt credit my Account with the money. Support says it should be in your Account today since Monday. I can only see the balance in gaming history.

Posted on November 11, 2019

Hi YEZZO89,

Due to an issue involving Netent games from the 31/10/2019 to the 06/11/2019 the bonus balance displayed on those games didn’t correspond to your genuine bonus balance on SlotsMillion.

We have now fixed the glitch and the balance in those games displays the accurate amount. Please note that your SlotsMillion balance has not been affected.

Please accept our apologies for any inconvenience caused by this momentary discrepancy. Our support remains at your disposal for any further questions.

Best regards,
Olivier from SlotsMillion

AskGamblers
Posted on November 11, 2019

Dear @yezzo89,

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.

yezzo89 Nordrhein-Westfalen
Posted on November 11, 2019

The issue is not resolved. I still don't have the money in my Account. Today it's 10 days!

yezzo89 Nordrhein-Westfalen
Posted on November 11, 2019

To add, Support now says they made a mistake and i won't get my money but they can offer me a 50% deposit Bonus. Absolute ridiculous!!! I want the 171 Euro i won.

yezzo89 Nordrhein-Westfalen
Posted on November 11, 2019

As Slotsmillion sees this issue as resolved, i filed an mga complaint against them. There are many players affected and Slotsmillion tries to weasel out of it with an alleged IT error.

AskGamblers
Posted on November 12, 2019

Unfortunately, considering that both parties involved in this dispute did not reach to a mutual agreement and that player already confirmed that s/he have submitted formal complaint in front of the relevant regulatory body, AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Posted on November 13, 2019

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.

yezzo89 Nordrhein-Westfalen
Posted on November 13, 2019

Why reopen? They didn't contact me and offer me something. I don't want a 50% deposit Bonus. I want the 171 Euro or at least something of it.

yezzo89 Nordrhein-Westfalen
Posted on November 13, 2019

You can close this again as unresolved. They contacted me per email. They say it was an error that i got these free spins, they are right and i won't be getting anything. I can contact ADR Promediate, which i already did yesterday.
So there won't be a satisfactory resolution.

Posted on November 13, 2019

Hi Yezzo89,

It's Thomas from SlotsMillion. While I am sorry to hear you filled a complaint to the MGA, allow me to clarify publicly the situation here.

I had a chat with the managers involved and what I have learned is that you were not entitled to receive those free spins in the first place since, according to our terms and conditions, 1) you had not taken the first bonus of the Halloweek promotion package that was mandatory to receive those FS and 2) you did not "claim" the FS from your lobby - which obviously you could not do as they were not legitimately granted to you.

Therefore, yes there was a glitch from our side that made the system randomly gives away 40 spins to players and yes, you wagered the bonus money you had at that time, but you should not have received this bonus in the first place.

So, I know this is an unpleasant experience for you and we apologise for that, but we are in our right. Please consider the gesture of goodwill from the customer support team, especially as they were not obliged to offer you something for what happened if they were to scrupulously follow the T&C.

Have a nice day,
Thomas.

yezzo89 Nordrhein-Westfalen
Posted on November 13, 2019

Fact remains you made an error and your Support told me for 10 days i will be getting that money.
This made me laugh "the gesture of goodwill", yeah if i deposit my money and then i have to wager the money 40x or 50x again with your big goodwill bonus of 50%.

AskGamblers
Posted on November 13, 2019

Unfortunately, considering that both parties involved in this dispute did not reach to a mutual agreement and that player already confirmed that s/he have submitted formal complaint in front of the relevant regulatory body, AskGamblers Complaints Team has no other option but to close this complaint as Unresolved.

As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

AskGamblers
Posted on February 24, 2020

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.

Posted on February 24, 2020

Hi AskGamblers,

As mentioned by email, we have answered the ADR on the 24th of January 2020 and as the player did not follow up within the timeframe given by the ADR (5 days), the case ended up there. As a consequence, may I ask you to close this thread?

Thanks in advance,
Thomas - SlotsMillion.

AskGamblers
Posted on February 24, 2020

Upon the information and explanation provided on behalf SlotsMillion Casino management within their latest post, AskGamblers Complaints Team confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

SlotsMillion Casino Complaints

  • 54 of 54 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 1,878 USD avg amount

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