Resolved Frustrated!!! (Slotocash)

[DemonUK]

OK, sorry for my apparent impatience, but I am both angry and concerned at having no more contact or any further information from Sloto.

 

[maxd]

... hopefully this accredited casino wants to stay accredited

If Casinomeister or Max reads this maybe you can make a general query ....

First of all you should know that you are sailing dangerously close to violating the Forum's Posting Rules with your post. You don't post a complaint and then say "I hope they want to stay accredited" since that is a threat whether you intended it to be or not. And your not naming them up from stinks of you trying to twist their arm to do what you want. If for instance we were to find out that you had posted this and then told them "see my post, better pay up" your membership here at Casinomeister would almost certainly be toast.

Second if you want us to look into an issue related to an Accredited casino you know very well what the procedure is: PAB. I can't think of one good reason why you wouldn't have done so in the first place. You've been around plenty long enough to know that's how these things work.

Thread title updated to name the casino. You've received an Infraction for your original post, for the reasons given above. Anger and impatience do not excuse abusing your forum privileges.

 

[DemonUK]

Apologies, but I never intended to breach any AUP. I have also had a long gap from posting and using the forum. I never intended to threaten anyone, I think it was a suggestion at what could happen in a certain instance. Once again apologies if I have been misunderstood.

It was my way of trying to find out if anyone else was having issues as if the queues were as long as they said it surely must have affected other people.

Can I also assure you I have not threatened the casino or casino rep, and I think due to a misunderstanding on my part, you are getting me all wrong.

 

[maxd]

Can I also assure you I have not threatened the casino or casino rep, and I think due to a misunderstanding on my part, you are getting me all wrong.

Good to hear. If I read this wrong my apologies. We should talk about this though, probably best offline, because your approach here is basically indistinguishable from someone trying to strong-arm the casino using the forums as the weapon. I could offer a few pointers as to how to avoid that confusion in the future.

 

[DemonUK]

I think I have already stated that I have never had problems with this casino in the past at all. My last withdrawal was paid only a couple of weeks ago and within their stated time frames. CS has always been polite and informative.

 

[Sloto]

Hi All

Yes we made a mistake judging the amount of funds we should send to Neteller due to a large number of Neteller withdrawals we had for the week. Our forcasts are usually accurate but in this case we made an error. We wired funds immediately and unfortunately the weekend caused further delay for the funds hitting the account. I communicated this problem to DemonUK. We have a good relationship with our members and I always give truthful answers to any situation that occurs and our members continue to get paid out to other methods in a timely manner.

I have apologised to DemonUK for the delay and I appreciate its not an acceptable time period to wait for his withdrawal, but unfortunately until the funds hit the account my hands are tied.

Best Regards

Ms Sloto

 

[labeled]

In the meantime, to be fair to Slotocash, could members kindly post of their recent withdrawal experiences at Slotocash/Desert Nights thru w/d methods other than neteller. Preferably the amounts could be in the $3-4K region.

This concerns me - I have two withdrawals by wire transfer from Desert Nights Rival, one on Tuesday, one Wednesday (reversal monster got me, but I re-withdrew). Both stayed pending until Friday, but here's the kicker - neither has hit my bank yet.

Contrast that with a wd last month, which was requested on a Sunday, processed on Tuesday, and in my bank Wednesday. (That was for a bit better than 2k)

I was going to ask if anyone using wire transfer ever had an issue where it took more than one business day after the wd was processed to hit their bank.

ETA: They seemed to have changed processors on Thursday the 17th. I tried to deposit at Sloto/Rival several times that day and couldn't. Friday, depositing was fine, and there were additional cards available - instead of just Visa, MC and Amex were also available. So I'm not sure if my withdrawals (one for just under 600, one for 350) were caught in the old processor or with the new.

 

[Sloto]

Wire withdrawals once shown as processed depend on time of day they are sent to our processor as to whether they are processed same day. If your withdrawals are showing as processed then you are sure to get the funds within the specified timeframe. PM me your username and I will let you know.

Ms Sloto

 

[DemonUK]

Hi All

Yes we made a mistake judging the amount of funds we should send to Neteller due to a large number of Neteller withdrawals we had for the week. Our forcasts are usually accurate but in this case we made an error. We wired funds immediately and unfortunately the weekend caused further delay for the funds hitting the account. I communicated this problem to DemonUK. We have a good relationship with our members and I always give truthful answers to any situation that occurs and our members continue to get paid out to other methods in a timely manner.

I have apologised to DemonUK for the delay and I appreciate its not an acceptable time period to wait for his withdrawal, but unfortunately until the funds hit the account my hands are tied.

Best Regards

Ms Sloto

Is your Neteller account solvent yet as I assume you use the same account for Sloto and Desertnights as payments usually show up as Slotocash. Just felt odd that no one else has had problems at least on here. My account is currently dying of starvation

 

[labeled]

Wire withdrawals once shown as processed depend on time of day they are sent to our processor as to whether they are processed same day. If your withdrawals are showing as processed then you are sure to get the funds within the specified timeframe. PM me your username and I will let you know.

Ms Sloto

Ms Sloto, I just want to take the opportunity to say that I'm not concerned with Sloto/DN's integrity, but the processors do make me nervous.

 

[DemonUK]

It would appear these delays were not caused by Slotocash after all. Sloto informed me Neteller had had problems and the money was actually there all along. About 45 minutes later both my withdrawals were paid.

 

[Nifty29]

Hi All

Yes we made a mistake judging the amount of funds we should send to Neteller due to a large number of Neteller withdrawals we had for the week. Our forcasts are usually accurate but in this case we made an error. We wired funds immediately and unfortunately the weekend caused further delay for the funds hitting the account. I communicated this problem to DemonUK. We have a good relationship with our members and I always give truthful answers to any situation that occurs and our members continue to get paid out to other methods in a timely manner.

I have apologised to DemonUK for the delay and I appreciate its not an acceptable time period to wait for his withdrawal, but unfortunately until the funds hit the account my hands are tied.

Best Regards

Ms Sloto

Thank you ms Sloto for doing what many casinos seem to have trouble doing......being honest with players.

It shows that players respond much better to the truth than to patronizing fluff. After all, most of us are reasonable people who understand the occasional difficulties that online casinos face.

 

[chuchu59]

Ms Sloto has always been helpful and this is no exception. Nevertheless, the OP is right to be concerned when a relatively large w/d is not processed is not processed in the normal time frame as his smaller w/ds. I would have been suspicious too. It would be difficult to locate the real McCoy and we can only judge on their past and more importantly their recent behaviour. There does not seem to be be many players complaining about tardy w/ds at sloto as compared to say Rushmore or even CW so the casino can be given the benefit of the doubt. The whole industry is not faring well so its wise to deposit in smaller amounts and betting low. Frankly, just about any casino could go bust in the blink of an eye.

 

[Jasminebed]

While Neteller is a very popular choice in some countries, it is not an option for Sloto's US player base (or me in Canada either).

Sounds like the player was kept in the loop all along, and while there was a delay, it was resolved as quickly as possible.

Withdrawal Tuesday, delayed until Friday for a funds transfer, then over the weekend because Neteller didn't provide the casino with the correct info. Player paid on Tuesday.

While I understand how anxiety provoking it is when payments are delayed, kudos to Sloto for her refreshing honesty as to the reasons why.

 

[labeled]

It would appear these delays were not caused by Slotocash after all. Sloto informed me Neteller had had problems and the money was actually there all along. About 45 minutes later both my withdrawals were paid.

Glad you rec'd your cashout. I'm (not so patiently, but trying) still waiting on my wire transfers to go through.

 

[labeled]

Transfer received! Thanks, as always, Ms Sloto!

 

[Pursey]

Slotocash Experience

Well, I've been having a bit of a saga with Slotocash. I exclusively select casino's to play at based on the Casinomeister accredited list. If it's not on there, I don't play. I feel I can trust the mob more if they're listed. I play at 32red and I've played at some others listed before as well. I decided to try out Slotocash because I heard they had a nice selection of games and saw they were newly accredited and thought they decided a run, especially since they had a very nice 200% first deposit bonus plus 100% for the next 3 deposits, and a 5th deposit bonus of 177%. Rightio, let's see how that went down!

I deposited a whopping $40 and received my $80 bonus. I tried out the "Golden Retriever" slot and kept to the the $6.50 maximum per spin ($5 I selected). I hit a feature and won $400, then got a 5x multiplier and won $2000. I then played through around $6,000 (I needed to do $3,600 to clear my bonus) and cashed out a total of $1,734.00 via Moneybookers/Skrill ($1,654.00 after sticky bonus deducted). I immediately contacted live support and asked what docs were needed and sent them through (I keep a folder on my PC ready with them) and filled out their CC Auth form and sent that through as well. They confirmed my documents a few hours later and Security told me it'd be 12 hours and I'd have my money. 12 hours passed, I emailed to see what was happening and I got told "Only another 12 hours, at the end of the day it'll be in". I waited, no money. Contacted live support, they told me the info was incorrect from both staff and it was 24-72 hours from withdrawal time. I told them this wasn't very helpful considering I was told 12 hours twice but accepted it.

After 96 hours I contacted them again and was told it'd be in "soon" and spoke to someone with very, very broken English who said "it is large amount, worth wait", and "you do very well, is worth patience" and other such gems. They said I needed to be more patient and allow them more time if I win money. I said that wasn't relevant whether I'd deposited $1,000 and lost $800 and withdrawn, or deposited $1 and won $10,000 - cashouts are cashouts. She said "sorry damage will be done to those who gave wrong information" and that was the end of the discussion. I PM'ed the Slotocash member on Casinomeister and within minutes my withdrawal was approved and paid out into Moneybookers. They apologised and said they hoped to see me again.

Fast Forward to Today, Deposit 2.
Logged on today. Deposited $50. Went to claim my 100% 2nd deposit bonus. Got a message saying "This account was excluded from this Promotion. Please call customer service for more information on coupon availability."

I contacted live support and spoke with someone. She refused to tell me why I couldn't claim the bonus other than "security detected irregularities". They would not elaborate on what the irregularities were, said I hadn't broken any rules, and said "we don't actually have to tell you under our terms". I explained I was in the middle of their New Customer Bonus (one set of terms for the series of 5 bonuses for the 5 deposits) and I was surpised they were doing this. It seems Slotocash is upset that I won on my first deposit or something, I didn't break any terms whatsoever on the bonus and in fact played far in excess of the playthrough requirements. I'm shocked that this was the response I received. I asked to speak to a manager. They refused to escalate the issue to her supervisor. The conversation ended. (I've kept copies of all my correspondence, I always do - and I always remain professional in these responses - it can be hard enough dealing with these issues without bringing emotion into them).

I've emailed them and contacted the Slotocash Rep on here again but I felt I was doing the right thing by explaining my run of events here since they're newly accredited and I've now had several communications with them and had less than stellar service and two different issues. Hopefully, there's some minor misunderstanding and it's fixed up promptly. For transparency, it's right here in public now. Accredited Casinos need to maintain certain standards - their own cashout times, reasonable customer service, and adherence to their own terms (or at least some explanation of why they wont!).

Cheers.

 

[anniemac]

I haven't read the T&C's (I know, I know) but is there one that has to do with the amount of bet related to the amount of bonus? Some RTG, I guess all, has this in there terms. Something like your bets can't exceed so much percentage of your deposit/bonus.

Might be worth your time to check this out.

Other than that, contact Ms. Sloto here.

 

[ChopleyIOM]

If the facts of the case are indeed as you've prevented them there Pursey then that is dreadful behaviour for an accredited casino.

IMO I don't think they're intending anyone to beat that sign-up bonus of theirs, with the horrible WR (20xD+B IIRC) and sticky bonus, so they're probably somewhat put out that you've managed to do so. And doubtless there'll be something in the T&Cs about bonuses being at the casino's discretion.

For what it's worth, I very nearly deposited and played at Slotocash (even got as far as opening my account and installing the software) but something just didn't feel right and in the end I didn't bother, particularly after this thread where I couldn't even get a straight answer to an RTP question.

https://www.casinomeister.com/forums/threads/slotocash-sub-choices-and-rtp.50207/

Seems like I made the right choice.....

 

[ChopleyIOM]

I haven't read the T&C's (I know, I know) but is there one that has to do with the amount of bet related to the amount of bonus? Some RTG, I guess all, has this in there terms. Something like your bets can't exceed so much percentage of your deposit/bonus.

Might be worth your time to check this out.

Other than that, contact Ms. Sloto here.

As far as I can tell Pursey has stayed within the T&Cs, otherwise Slotocash just wouldn't have paid him.

What Pursey has done is played close to the limits of the T&Cs, hit a big win, and managed to meet a horrible WR + sticky bonus to cash out with a decent profit, and Slotocash don't like it.

In all fairness Slotocash HAVE paid the player and THEN said they don't want him to get any more bonuses (albeit after a bit of a runaround), which TBH would be the minimum expected behaviour from an accredited casino. They're actually within their rights to do what they've done, whether or not players will look kindly upon their approach is another matter.

 

[Pursey]

I'm pretty careful with what I publish, I've had many "disagreements" over simple issues with 32red and other mobs, these happen. Misunderstandings, and the like. Some went my way and some didn't. This one is different though because I feel 150% correct in my actions here and certain of my standing. I've tried to be very accurate, and gone back over my correspondence before I posted here as well. I considered waiting til I heard back from Slotocash's Rep but I think the response possibly needs to be public, I'm really concerned that it's a new Accredited Casino and I'm having these issues.

The welcome bonus requirements are not "super rough" but they're not a loose as most either. I know 32red has a 30x requirement on the bonus portion and it's not sticky. Slotocash is much harder at 30x Deposit+Bonus and sticky, so yeah - I would say they don't see too many successful cashouts. I'm really, really shocked they took this action.

I've incidentally been emailed by the same agent in Live Chat saying they'd like to telephone me to discuss, so we'll see how that goes.

 

[ChopleyIOM]

I'm pretty careful with what I publish, I've had many "disagreements" over simple issues with 32red and other mobs, these happen. Misunderstandings, and the like. Some went my way and some didn't. This one is different though because I feel 150% correct in my actions here and certain of my standing. I've tried to be very accurate, and gone back over my correspondence before I posted here as well. I considered waiting til I heard back from Slotocash's Rep but I think the response possibly needs to be public, I'm really concerned that it's a new Accredited Casino and I'm having these issues.

The welcome bonus requirements are not "super rough" but they're not a loose as most either. I know 32red has a 30x requirement on the bonus portion and it's not sticky. Slotocash is much harder at 30x Deposit+Bonus and sticky, so yeah - I would say they don't see too many successful cashouts. I'm really, really shocked they took this action.

I've incidentally been emailed by the same agent in Live Chat saying they'd like to telephone me to discuss, so we'll see how that goes.

All I would point out to you here Pursey is that you HAVE been paid and Slotocash do explicitly reserve the right in their T&Cs to withhold any and all bonus offers they wish to, from any player, for any reason they see fit, at any time.

That's not to say I can't well understand your annoyance, because I can, but sometimes you just have to decide for yourself that a casino has behaved 'badly' and that they won't get any more of your custom. (Red Flush managed it with me when they insisted on a telephone call to 'verify' a small withdrawal and then used that telephone number for an unsolicited marketing call, you think that casino is ever getting one penny off me ever again?.....)

Chalk it up to experience and move on would be my advice, thanks for the heads-up about what they've done, but for me it's just reinforced a decision I'd already made

 

[Pursey]

All I would point out to you here Pursey is that you HAVE been paid and Slotocash do explicitly reserve the right in their T&Cs to withhold any and all bonus offers they wish to, from any player, for any reason they see fit, at any time.

That's not to say I can't well understand your annoyance, because I can, but sometimes you just have to decide for yourself that a casino has behaved 'badly' and that they won't get any more of your custom. (Red Flush managed it with me when they insisted on a telephone call to 'verify' a small withdrawal and then used that telephone number for an unsolicited marketing call, you think that casino is ever getting one penny off me ever again?.....)

Chalk it up to experience and move on would be my advice, thanks for the heads-up about what they've done, but for me it's just reinforced a decision I'd already made

I certainly do understand and recognise that, but I expect a certain standard from those who are "accredited". At the minimum, an explanation. "You won off us, we feel you abused a bonus, no more" would suffice. (I don't think I have, I played well over the playthrough and a fair bit under the max bet allowed).

Resolution... or not
I just had a call from them, it seems they've seen this post. Apparently the agent made an error and my account was restricted for no good reason. They did a second security check on the phone for good measure and I told I could go claim the bonus now. Little bizarre, I feel like I wouldn't have gotten this resolution without posting here so I'm slightly concerned still and there wasn't really any explanation or apology - but we'll see how we go from here I tried to claim the bonus again, and it still was restricted. I contacted live support again, and was told "We will fix it shortly. Please be patient". At this point in (direct quote) I said: "I have been patient the whole way through. My patience is wearing thin." in direct reference to the entire scenario with Slotocash. In response I was told that they were considering restricting my account due to "this inappropriate behavior in chat". (As mentioned before, I'm very careful with what I say, I do not swear or abuse anyone, I'm simply direct and request answers and timeframes - as you'd expect - I keep full copies of my chats and emails to verify this later if needed).

There was some delay and no reply was received to my query about what inappropriate behaviour. I asked:

"you: When should I be able to claim the bonus and play?
Lily: We will get back to you via email
you: OK, when should I expect a reply
Lily: I can not tell you an exact time unfortunately
you: Could I please speak with Alexis (Note: The lady I spoke with on the phone, since I felt I was hitting a brick wall)
Lily: She is not available at the moment
Lily: If you have any other questions I may help you

I feel like I've just spent a huge amount of time and effort on a tiny issue. I'd say they obviously don't want people who get lucky and win on a first deposit as customers. Sad considering if they saw my 32red balance sheet that I did much the same there and they're well ahead at this point

 

[ChopleyIOM]

Why are you so keen to play there again Pursey? You're clearly unimpressed with the CS thus far and the experience overall.

The bonus is not a good one and not worth the effort IMO, doesn't make sense to me

 

[Pursey]

Why are you so keen to play there again Pursey? You're clearly unimpressed with the CS thus far and the experience overall.

The bonus is not a good one and not worth the effort IMO, doesn't make sense to me

I won't necessarily be from now, the issue is I'd already put my second deposit on chalking the first incident up to an honest mistake and the second incident has arisen out of claiming the bonus on that deposit. If things don't go so well I'll just cash out the $50 I just deposited. I will be super unimpressed if I need to wait 72 hours for the withdrawal