How long does a game provider verification take?

[canuckguy1983]

Just wondering how long it takes Pragmatic to reply to an online casino to verify a big win. It's not a Progressive was just a max win on a Pragmatic game for $90k CAD. All documents and what not are approved on the site so my account is verified but they said all they're waiting on is the game check from the game provider..... its been 8 days now. Is this normal?

 

[canuckguy1983]

@SlotsMillion - any more information on this?

oh man, still waiting another day has come and gone ... its monday and I was told on friday that the payments team had been instructed to start with my withdrawals but now today i'm getting the run around again. see images below from my live chat today. we're on day 12 now and the game check was cleared and okay on Friday after 8-9days . I am so frustrated with this.... and they put live chat agents in the middle of it all with really no information. all checks have been cleared I just dont know why they are stalling to start processing withdrawals... apparently even the payments team is waiting to hear from their superiors now.... i've never heard of this. these message below are just from today.. @SlotsMillion

 

[canuckguy1983]

@SlotsMillion UPDATE! So, after being told on friday that the payments team had been instructed to start processing my withdrawals the weekend has come and gone and now Monday as well. I've been on the live chat a few times today and have still not received any information. Sure seems like the live chat agents are kept out of the loop yet the customer is not allowed to correspond with anybody else. A few messages today, my account has been paused again pending standard reviews... (which apparently were completed) , the payments team reached out to their superiors to ask how they should proceed with the withdrawals but haven't heard back... the live chat agents have messaged the payments team but they aren't replying to them... and the last update was that after the game check they will proceed with withdrawal in accordance, however due to the high amount and the threshold limit , they are double checking feel details. Thats all the answered today but since its monday they're a bit busy. I am starting to get frustrated seeing how its been 12 days now. I mean I get the provider check which obviously took 8 days and way more than the standard time but now more delays... how does it seem like nobody knows whats going on ? and why is it so hard to get actual answers?
Keep in mind i have had a verified account with them for 5 plus years and they've always had my documentation and i have withdrawn and deposited hundreds and hundreds of times without any issue.

 

[canuckguy1983]

@SlotsMillion UPDATE! Happy to say that they have processed $50k of the $90k win... as per their monthly withdrawal allowance. I have not received the $50k yet but at least it was processed, and I anticipate receiving it in the day or two. I must say... the thing that makes it most stressful is how mis or uninformed the live chat agents are... not being able to talk to the relevant departments makes it very stressful. There are live agents, then the payments team, then their superiors and there is a lot of going back and forth and misinformation. My suggestion would be to have a designated associate or company representative to handle a big win like this or a unique situation. @SlotsMillion live agents all did their best with the limited amount of information they had. Stay tuned on the remaining $40k for withdrawals that I can request on dec.1st. Let me reiterate, I have played Slostmillion for over 5 years now and have played higher stakes and have withdrawn several larger winnings of 10-15k. I have never had an issue with Slotsmillion and have always received my funds. It was only this time being of a much larger amount that it took 12 days and worried me because of the way it was handled. Thanks to everyone in this forum for the info. Thank you @Casinomeister

 

[Casinomeister]

What a debacle! You'd think with a winning like this they would have handled this totally different. It was like you were chasing down a €50 winning off of some bonus round. I would have expected better treatment from them towards you.

There is really no excuse for this. You should not have to chase ANYONE down to get answers, and for a winning like this to be taking THIS LONG is really unacceptable. I don't care if Pragmatic Play was slow in getting their shit together. The management or ownership of Slotsmillion should have made you a priority over their weekends and cutting out early on a Friday.

Very dismayed here.

I would really like their casino representative explain how they won't let this happen again. @SlotsMillion - waiting for you.

 

[L&L-Jan]

Well, all I can say is that the verification of a win, does not have to take long.

 

[Jerwin Escoto]

I've been reading most of your updates, not going to lie, I pretty much skipped this 2nd page only b/c I honestly couldn't read anymore of the BS that that site was feeding you. I joined this site b/c I was recently scammed by a crypto casino (chips.gg), who, only a month ago, confiscated 3.2 BTC as well as approx $2.5k-$3k in rakeback that I had built up and also around $1K in level up VIP bonuses that were available for me to claim. They also kept all my deposits, everything. There is only 1 site, as an exclusively crypto player, that I trust (stake). One day I won $117,000 and had it in my wallet in less than 3 minutes after requesting the withdrawal. I guess I've been trying to give chips time to correct themselves and pay me my BTC, so I've refrained from calling them out publicly in a forum or reaching out to the issuer of their gaming license. I would love to get some opinions or strategies, anything really , that can help me get my money. Now that I think about it I probably should have posted most of this comment in my own individual post, but what can i say, i started reading all of that bs and related to you immediately and the next thing i know I'm talking about what happened to me. I apologize. My main reason for commenting here was to let you know about the one site I know that if I win on it, doesn't matter if the win is huge, little, astronomical, doesn't matter, my withdrawal is almost instant. I'm going to go finish reading your updates now. I truly hope that it turned out well for you. I guess I'll find out here momentarily. Best of luck, guys. Thanks!

 

[SlotsMillion]

What a debacle! You'd think with a winning like this they would have handled this totally different. It was like you were chasing down a €50 winning off of some bonus round. I would have expected better treatment from them towards you.

There is really no excuse for this. You should not have to chase ANYONE down to get answers, and for a winning like this to be taking THIS LONG is really unacceptable. I don't care if Pragmatic Play was slow in getting their shit together. The management or ownership of Slotsmillion should have made you a priority over their weekends and cutting out early on a Friday.

Very dismayed here.

I would really like their casino representative explain how they won't let this happen again. @SlotsMillion - waiting for you.

Hi @Casinomeister and @canuckguy1983,

First of all, we would like to thank you for your cooperation and for playing with us.

We are glad to confirm that your first withdrawal of 50K has been processed and that the remaining amount would be available to withdraw in December.

While we understand your frustration with the waiting time, we inform all players that wins of larger amounts might require longer processing time than usual due to bank clearance and security, fraud checks, and win checks. We also need to make sure that all due diligence is met to comply with our regulatory obligations. This involves multiple teams internally as well as external ones, which are not always under our control, however, we have made sure to keep you informed and up to date with all the processes.

Again, we would like to thank you for your patience as we fully appreciate your cooperation which made our life easier. Congratulations for the wins!

 

[canuckguy1983]

Hi @Casinomeister and @canuckguy1983,

First of all, we would like to thank you for your cooperation and for playing with us.

We are glad to confirm that your first withdrawal of 50K has been processed and that the remaining amount would be available to withdraw in December.

While we understand your frustration with the waiting time, we inform all players that wins of larger amounts might require longer processing time than usual due to bank clearance and security, fraud checks, and win checks. We also need to make sure that all due diligence is met to comply with our regulatory obligations. This involves multiple teams internally as well as external ones, which are not always under our control, however, we have made sure to keep you informed and up to date with all the processes.

Again, we would like to thank you for your patience as we fully appreciate your cooperation which made our life easier. Congratulations for the wins!

Thanks @SlotsMillion yes I can confirm that I’ve received 50k of the 90k. I’ve always had pleasant experiences with my favourite casino being you guys. The couple items that worried me this time around were the 8 days for Pragmatic to verify the win and then the inconsistencies from your live chat support. That’s all. I fully understand and respect the additional checks are needed with big wins. All I can recommend is perhaps when somebody wins big there should be one designated representative on the case who has access to all current updates. Would make the experience that much greater and less concerning. Thanks again for continuing to be a great casino and always paying out winnings. I will say that your live chat agents were always polite , courteous and help to the best of their ability. I look forward to the remaining $40k to be paid out December 1st without Any delays since all checks have been completed and I haven’t wagered anything since. 👍👍