SlotsMillion Casino - 1000 not paid to my bank!

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

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!
DEPOSIT NOW

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:
http:/­/ww­w.c­asi­nom­eis­ter.co­m/f­oru­ms/­sho­wth­rea­d.p­hp?­t=72644

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:
http:/­/ww­w.c­asi­nom­eis­ter.co­m/f­oru­ms/­sho­wth­rea­d.p­hp?­t=72974

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.

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??

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.

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.

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.

Still have not received my withdrawal

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).

Nothing yet. Hopefully Monday!