Nearly 2 months waiting for 3,700 NOK withdrawal

I would like to raise a complaint about Slotsmillion and their unwillingness to verify my account over the course of 7 weeks.

5/26 - Signed up to Slotsmillion
5/26 - Slotsmillion requested documents from me
5/27 - Withdrew $1,159.65
5/27 - Documents refused by Slotsmillion for no reason, they were perfect
5/28 - Documents refused again with no explanation, just 'unfortunately some of them aren't quite what we need'
5/30 - Documents refused again with no explanation, just 'unfortunately some of them aren't quite what we need'
6/1 - Withdrawal cancelled
6/3 - Slotsmillion asked for 'Documents' again, having been sent the documents 3 times at this stage, and failing to provide a reason for their decline
6/3 - Slotsmillion said Phone verification was required. Despite over 10m attempts, their SMS text didn't send. Live chat would later eventually admit it was broke and verified my phone number automatically, without the need for an SMS anymore... strange.
6/17 - Withdrawal requested again after several live chat sessions
6/17 - Phone verification requested again, after I've already been through all of this
6/17 - Generic email received again, asking for 'Documents' with no indication of what is even being requested, or why the 5+ previous perfectly valid uploads were refused
6/17 - Slotsmillion asked for document to confirm I'm a real Canadian citizen, which doesn't make sense as ID was already uploaded multiple times.
6/22 - They accepted ID verification of another name which was on my bank statement (Joint bank account) and said I still need to verify phone number. They also asked for utility bill. I explained right away I don't have a utility bill as I'm a student
6/23 - Asked to contact support about withdrawal. Generic email about documents again when I've uploaded these more times than I can count. No specifics about why they're refused.
6/23 - Some of my documents were reverted to not verified, despite having been verified before. Asked for Utility Bill again, told them I don't have one and explained I've sent in bank statement numerous times. Asked for phone verification yet again despite Slotsmillion being aware of the issue.
7/3 - Withdrawal requested again. Phone validation requried yet again despite Slotsmillion being aware of the issue. Asked them to call me and they never did. Provided phone number and time, with timezone. They just didn't ring.
7/10 - Withdrawal cancelled again. Generic email received about documents, without any specific explanation of why documents are being refused.
7/8 - Withdrawal requested again
7/8 - Phone validation requested again, even though we've been through this 10 times at least
7/8 - Was told that my account was validated via email. I would later find out that it wasn't.
7/9 - Asked for phone validation again. They refuse to listen to me explaining it is impossible to verify phone number with their system, and failure to phone me or text me.
7/14 - Asked for documents again, with no explanation of why I was told account was verified when it wasn't, or why my documents were wrong. I also had a document pending on their site and they hadn't even looked at it at this stage. I think it was my ID selfie. My account is locked so I can't even check.
7/15 - I sent numerous emails to slotsmillion explaining 1. They aren't specifying what was wrong with my documents at any stage, and refusing them for no reason, 2. They are being clearly unwilling to verify my account, 3. They are asking inconsistent requests, 4. repeated requests for things already dealt with, 5. losing my messages, 6. poor communication, 7. slow responses to emails, 8. ignoring emails, 9. amongst several other issues.
7/15 - Almost 2 months after withdrawal request, Slotsmillion asked me for Main source of income to be uploaded on their site. Despite this being a ridiculous request almost 2 months later when they could have asked for this any time, I emailed proof of employment income. My account is blocked so couldn't upload it.
7/18 - Asked for Selfie holding ID (Already uploaded, and apparently approved weeks ago), A different Proof of Address (Had already uploaded bank statement and explained numerous times I don't have a Utility Bill, but can upload multiple bank statements if needed), A proof of Affordability (Already uploaded proof of employment income, showing I was able to afford the $200 I deposited to Slotsmillion almost 2 months ago)
7/18 - I give up on dealing with Slotsmillion and their complete unwillingness to verify my account, and raise the complaint here. I have spent over 20 hours dealing with them and they are not willing to verify.

The issue is that there is a complete breakdown of communication across all departments of slotsmillion. They constantly forget what I've sent in, revert documents to not verified, and the cycle continues. It is a complete infinite loop of requirements

Josh

In the early ours of the 30th August I created an account at SlotsMillion. I proceeded to deposit £300. I uploaded my ID and proof of address which were both accepted via email and over live chat. Then all of a sudden I was logged out of the account and told I was excluded.

I contacted customer service via email as I couldn’t login to speak to someone on live chat. Via email I was told my account was fine and there was no block. I was asked to try a different device. After doing this and it still saying I was blocked I emailed again and was told I would know more the next day. The advisor asked if I would like to request a refund, I replied yes. Came to Monday, I emailed asking about my refund I received the response we hope to know more the following day. In conclusion I have heard nothing more from SlotsMillion. I have emailed and emailed and just get the generic response.

I am so disappointed and stressed. I have asked them so many times how I get in touch with management or make a complaint to no response.

I feel my deposits were taken in total false pretences. If I was a blocked user why was I told I was verified twice and why was I able to make an account and deposit £300. I just want my deposits refunded.

I wagered Slots Million welcome bonus and ended up winning 500€. My withdrawal was declined. The first email(screenshot) is in Finnish. It says that there have occurred little problems with my request. I should not worry. I just have to contact customer service and clarify some matters. I did. That you can read it for yourself. They claim that I violated their Terms and Conditions. I did nothing wrong. (I played my favorite slot most of the time. I was too exited to let it be and to continue it next day. I tried other slot too. I even tried to play third slot but the site did not run it. After all this and after wagering I was left with 500€.)

Customer server could not do nothing. He said that I can make a complaint. I did, but no one has answered to me. I waited over the weekend and still nothing. I tried to login to my account today but there was notification that my account has been canceled, "please contact customer service." I did, but every time there comes automatic reply that someone is going to be with me shortly. No one has come... This is a robbery!

I was told to contact support in email that my withdrawal was denied. So I logged into the casino and my withdrawal was denied and no money was returned on my balance. I contacted the support and this was what I was told. I had not broken any bonus terms and it is insane to terminate my winnings with no reason. Cant trust this casino if they can do anything they want with no reason.

1494,8€ was removed from my account.

The discussion with support

Hi! 👋
How can we help you today?
Withdrawal
CS

Investigating! If you want to add something, send additional messages to this chat.

My withdrawal had been cancelled without saying any reason


Hi Joa! my name is Felix, please give me a moment to review your query.
Your withdrawal was denied and the balance was removed due to breach of our bonus terms.
How have i breached bonus terms?


Point 12.3.2. and
12.3.3. was breached.
If you have no more questions that I can assist you with, I will now terminate this Live Chat. Thank you for chatting with me and have a nice day. 👍

I played this casino slotsmillion with 100€ deposit and got 100% bonus. I lost my own money and played with the bonus money. I wager it all and won 1160,85€ and tried to withdraw that after I noticed its possible. It got rejected and I downloaded my documents to this casino. After that again my withdraw was cancelled and this time all my money was taken away. I asked about this in the chat and didn't get clear answer. I mistaken spoked that I didn't use any bonus money and won with my own money but after the chat I checked this and noticed I used the bonus and managed to wager it all. Didn't remember it anymore after the weekend. However I didn't get answer that what was wrong because I didn't play any forbidden games, I didn't use too high stake in the bet and wager it all 40x. They only said in the chat that I abused their bonus or their system has detected me abusing the bonus. What does that mean? Because as I see it I have done everything right based on their terms and conditions by wagering the bonus by 40x with the right games and with the right amount of stakes. Also I downloaded the documents they required. They didn't say anything about the wagering being too short or that the documents are bad. They didn't answer me nothing more that that their system detected bonus abuse. Can you please check this and at least tell me what I did wrong that I can't really see. I would really much like to get my 1160,86€ winnings.

Hey,

I played on SlotsMillion and was fortunate enough to make a withdrawal after playing with the given bonus money. However, they contacted me via email that they have to check a couple of things before letting it through.

After that they had denied the withdrawal and froze my account. Had to contact them myself to ask what seems to be the problem as they did not inform me after the first message in any way.

The answers I got were copies of paragraphs of their bonus terms. I wanted their clarification on which exact bonus terms did I break because in my opinion I didn't break any of their terms. (Please see the 2 last point under our bonus terms: 12.3.2, 12.3.3). I went through these couple of times and still could not figure out what seemed to be the issue.

Never got the answer for the clarification, and so the case remains unresolved.

The casino's customer service seems swift and kind in their responses, but lack the will to help in resolving this.

I hope you could assist me on this matter.

I made a withdrawal of 8005 EUR on 14th and have a fully verified account (where i allready received payouts to). Now i won a bigger amount and delay all answers until 48h and asking for more proofs and account verification docs's, even for payment i made 1 year ago with my creditcard, now i used ecopayz since 6 months to deposit but they are still asking for methods which have not been used recently. All in all they try to pull more and more to delay more and more. Screenshots attached showing my deposits only ecopayzs and my pending withdraw. also attached account verification status "before" payout and verification status "after" payout where they pulled lots of documents which does not be necessary

I have been trying to get my withdrawal processed for over a month with this casino. Any documents that they have asked from me, I have provided, ID, bank statements, pictures of credit cards, screen shots, have emailed a support resource to attempt to understand what it is they are looking for. I have sent documents to support that have indicated they are clear and what is required, only to receive another response from their finance dept indicating it isn't exactly what they want but don't ever indicate what it is they are looking for. This resource said the document looked fine but then didn't follow-up with the information that their finance dept is looking for as well. I have provided the following:
1. Screen print for bank deposit
2. Screen print of bank transaction to Gigadat
3. Copy of the email from Gigadat with transaction paid to you’
4. Copy of void cheque print screen from my bank – this tells you where to pay to
5. Copy of credit card, front and back
6. Copy of id
7. Copy of utility bill
8. Copy of bank statement

I believe the outstanding amount is 210 but can't verify this as it seems my account is locked or unusable, not sure as I was able to login last week but now the credentials are not working.