Beschwerde #66 SlotsMillion Casino

Not paying approved withdrawals

Von Debrah P.

vor 7 Jahren

I made two withdrawals one on 19/12/2018 for $450, which was approved on 20/12/18 and another on 20/12/2018 for $1100, approved 21/12/2018. I realised with it being close to Christmas that there would be delays but it is now 8/01/2019 and i still haven't received my money. I have contacted the casino numerous times via chat and email and experience lengthy delays in their replies. I have been told different reasons for the delays by different support agents. I was told that both transactions were sent by them, so i emailed my bank statements to prove that i didn't receive any money from them, i also contacted my bank and was told that there wasn't any money deposited or pending from them. The latest reason i have been given is because their payment provider was having technical issues and to wait. Im fed up with waiting, its been long enough & i just want my money. Please can someone help me?

This is a copy of the two most recent chats:-

7/01/2018 The problem is that your payment stucks at the payment provider. But we are in contact with them and as soon as they know what the problem is, they will process your withdrawal

pardon? its stuck, why?

We dont know why. It could be that the provider have some technical issue but I dont know exactly. They have to fix it and once it fixed your withdrawal will be proceed

so how much longer is it going to be "stuck"? its been nearly 3 weeks now & frankly its making me feel sick!

I find this a little confusing and frankly unaccecptable, cmon is this some sort of a joke?

I am really sorry that you feel like that! But technical issue can happen I am sorry. But we are working on it and know what the problem is. We did everything what we can do. Now we need to give the payment provider time to fix his issue

ok so how much time are we talking?

I am really sorry. I am not working for the payment provider. And I can not tell you exactly when they will fix there issue. But they are working on it

i really dont know what to say or think?

Why?

what do you mean why? dont you think o my side that it looks like some bullshit excuse?

I am really sorry I understand that you are worried

But I confirm you that we know now whats going on and that all partys are working on it. To fix a issue takes a little bit time unfortanatly

worried!! im freaking out! ive deposited alot with you without any problems and this is the second time ive had a delayed withdrawal!!

am i ever going to see my money?

Well I unerstand your point. And we do everything what we can do to fix it as soon as possible

Yes you will. I already confirmed it to you :)

im sorry Andreas i realise its not your fault, so please dont feel this is a personal attack, but i am fustrated and getting rather upset about the situation.

can you please confirm that finance has received the correct documents and i dont have to muck about resending them agsin

I totally understand you! But please dont let this ruin your day. You will get your money for sure. We are taking care of it. Its also in our interest that our customers are happy and the payment provider is under pressure

I am sorry I can not confirm something for the finance department as I am not working in finance. But I dont think that we will need documents. We know that everything is ok, only the payment provider has to do his job

lol my christmas and new year and last two weeks have been ruined and wracked with worry so another day is nothing!

I am really sorry :(

I need to go on lunch now. Is it ok when my collegue Kelly take care of you?

nope ive had enough & just hope what youre saying is true

Well it is true :) you can save everything if you want.

oh i have :)

And I am sure that the provider is working on it with full spedd

Good :)

well me too & keep the pressure on

bye for now

enjoy your lunch

We will. You hear from us as soon as everything is fixed :)

8/01/2018 Hello, Thank you for contacting Slots Million, How can I help you today?

are there any results on my withdrawals?

Ok please hold on one moment while I check this for you.

On speaking to our finance department they have spoken to the payment provider and they have some delays due to the holiday period.

They have assured us all payments will be made soon the the account.

We are very sorry it has taken so long however we have done everything we can to speed up the process and get the information needed.

oh i was told that the payment provider was having technical issues?

what is really going on? can i speak to a manager or one of the finance team?

As I have explained we have spoken t the payment provider and they are trying to get this resolved as quickly as possible, We are very sorry about the wait but it is out of our hands.

this is totally unacceptable!

We are very sorry

so what do you recommend i do?

Just wait, I am afraid, As soon as we have an update or any more information we will contact you

how much longer because its already been 3 weeks

I totally understand, We dont have any more information we have been asking for them to process the payment immediately they have said they will and to wait a few more days.

i hope you realise how upset and anxious this is making me

I have added a little bonus to yur lobby as a sorry from me.

your*

Unseriöses Casino SlotsMillion Casino

Grund Verzögerte Auszahlung

Betrag $1550

Diskussion

AskGamblers

• Support Team

vor 7 Jahren

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

melondrop1

• South Australia

vor 7 Jahren

Thankyou askgamblers for all help that was provided I am pleased to say that after almost a month of angst I finally received payment in full.
Case resolved

AskGamblers

• Support Team

vor 7 Jahren

Dear SlotsMillion Casino,

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

melondrop1

• South Australia

vor 7 Jahren

I am at my wits end and don't know what else to do to get my money. Why is this happening to me?

SlotsMillion Casino Beschwerde-Statistik

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Durchschn. Betrag $1,892

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 2 Tage

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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.
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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.
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Withdrawal delayed without a valid reason

On 20/10/2021, I made a deposit at SlotsMillion claiming a 100% welcome bonus. This include 100 free spins, as well. I received 40 out of 100 free spins, which I claimed on Blood Suckers II. I made around £5 on the free spins. It seems they have a very good online system that will show you, separately, how much you have to wager from the welcome bonus money and the free spins amount you made.

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Please find attached supporting evidence.

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