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?

 

[brookemcallan]

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?

1hr

 

[Mark_Lottomart]

Hey Canuck,

In my experience, the gameplay checks usually take 24-48hrs but it depends a lot on the provider. 8 days seems a long time!

Mark

 

[The Dude]

1hr

I am not sure how accurate that is. One hour for a software company to check on a 90k win? I don't think so.

 

[nfehily]

I am not sure how accurate that is. One hour for a software company to check on a 90k win? I don't think so.

Can u be neutral on this topic? Fishy.

 

[nfehily]

My guess is that they're stalling Canuck

 

[justdoit]

if u play in VS casino they check very fast, like under 1-2hrs, 8 days is very long, you have id win should be easy for Pragmatic to check

 

[Nate]

I agree - 8 days are actually over the top in terms of win verification. I've seen 50k plus wins verified in under 2 hours.

Hopefully this goes smoothly for you and you get a response in a timely manner. I wouldnt be too pleased if it were me. Question: Was this pure cash without any bonus attached?

Nate

 

[canuckguy1983]

I agree - 8 days are actually over the top in terms of win verification. I've seen 50k plus wins verified in under 2 hours.

Hopefully this goes smoothly for you and you get a response in a timely manner. I wouldnt be too pleased if it were me. Question: Was this pure cash without any bonus attached?

Nate

pure cash, no bonus attached or anything.

UPDATE. Ok so here’s an update. As of this morning I went on the @SlotsMillion live chat and was told that moments ago the game provider had just emailed them confirming the 90k win was legit and correct. But now the affordability document I sent in (2021 T4 CANADA REVENUE AGENCY OFFICIAL DOCUMENT) showing my annual salary was not sufficient because it’s dated 2021. Well that’s our previous tax year. It’s not 2022 tax Season yet. Anyways I am sending in a monthly paystub now from this past month. We’ll see how long this takes. Hopefully not long. Again , weird how they want to confirm that I can afford to be playing the way I do only after I win 90k and not while I was depositing and losing. ?‍ Standby everyone. I’ll provide an update asap

 

[09237653]

takes me less than 30 seconds, go to game history and check the last spin.

 

[dionysus]

Can u be neutral on this topic? Fishy.

grossly uncalled for
the man speaks from years of experience - not simply in the industry but from these boards and player experience
And Mark has hella experience in these matter s as well.

 

[Kroffe]

Hey Canuck,

In my experience, the gameplay checks usually take 24-48hrs but it depends a lot on the provider. 8 days seems a long time!

Mark

Have you ever voided a win after checking with the provider?
Just seems like it must be incredibly rare for slots to throw out big wins due to a malfunction, especially from bigger providers like Pragmatic in this case.

 

[Mark_Lottomart]

Have you ever voided a win after checking with the provider?
Just seems like it must be incredibly rare for slots to throw out big wins due to a malfunction, especially from bigger providers like Pragmatic in this case.

That’s a bloody good question!

I’m going to keep it vague if that’s ok. A lot of contractual agreements say we have to check payments over a certain amount with the supplier. If we don’t, they are not liable if there was indeed a rare technical error.

We can pay without waiting (often we do) but if they find a malfunction, we’re in the wrong and they won’t pay out.

Malfunctions are very, very rare, but as a business you need to protect the liability and go through the process to protect against a big loss.

Mark

PS: To clarify when I say “we” I meant it as operators in general as opposed to we at Lottomart!

 

[canuckguy1983]

Have you ever voided a win after checking with the provider?
Just seems like it must be incredibly rare for slots to throw out big wins due to a malfunction, especially from bigger providers like Pragmatic in this case.

Hey Canuck,

In my experience, the gameplay checks usually take 24-48hrs but it depends a lot on the provider. 8 days seems a long time!

Mark

Thanks Mark. As of this morning the win has been verified by pragmatic. So took 8 days but all good now just waiting for @SlotsMillion to allow me to start requesting my withdrawals. They’re reviewing my affordability documents now. ?‍ I provided last years government issued official tax forms but they weren’t good enough so now I submitted a paystub. Being Friday it will likely be delayed another 3 days. Frustrating.

 

[Mark_Lottomart]

Thanks Mark. As of this morning the win has been verified by pragmatic. So took 8 days but all good now just waiting for @SlotsMillion to allow me to start requesting my withdrawals. They’re reviewing my affordability documents now. ?‍ I provided last years government issued official tax forms but they weren’t good enough so now I submitted a paystub. Being Friday it will likely be delayed another 3 days. Frustrating.

Hope it all works out for you sir, best wishes.

 

[PMKFRUITPRO]

A casino stalling on a withdrawal once a big win has been achieved? All of a sudden needing documents that could have been asked for at any point previously?? Taking an age to verify a big win??

Surely not?

Disgusting. Make sure you never give them a penny back……. If you get paid.

In fact when you close ur account, make sure you let them know you can now ‘afford’ to gamble elsewhere.

 

[OliverCooper]

Surely not 1 hr to check 90k but 8 days it`s really too long man

 

[justdoit]

Surely not 1 hr to check 90k but 8 days it`s really too long man

it happen to me last year @Team.Videoslots did about 1hrs

 

[SpinUk]

Thanks Mark. As of this morning the win has been verified by pragmatic. So took 8 days but all good now just waiting for @SlotsMillion to allow me to start requesting my withdrawals. They’re reviewing my affordability documents now. ?‍ I provided last years government issued official tax forms but they weren’t good enough so now I submitted a paystub. Being Friday it will likely be delayed another 3 days. Frustrating.

So could they not pay on the basis of the bet sizes being retroactively decided - BY THEM - as unafforable? Only in this industry…what a joke it’s becoming.

Imagine getting having to stall payment for 2 weeks, getting your best man to find a loophole not to pay check affordability and them asking for a tax return that’s not even
due for another few months. Disgrace.

 

[pinnit2014]

Yes, what purpose do retrospective affordability checks achieve, other than act as a delaying mechanism. Nothing

Doesn't surprise me with SM who, along with Casumo, are two of the biggest abusers of such tactics

 

[justdoit]

@SlotsMillion are very good when they deal with SOW I refuse they paid me next day and close my account, @SlotsMillion ask any one for SOW even if you ask for £200 withdraw, Casumo Casino they are very bad with SOW they keep your money for months
problem with @SlotsMillion I feel they have only one Employer dealing with everything they abet slow ?

 

[Steviedoo]

Slotsmillion very slow on payouts even as little as $300

 

[bamberfishcake]

Thanks Mark. As of this morning the win has been verified by pragmatic. So took 8 days but all good now just waiting for @SlotsMillion to allow me to start requesting my withdrawals. They’re reviewing my affordability documents now. ?‍ I provided last years government issued official tax forms but they weren’t good enough so now I submitted a paystub. Being Friday it will likely be delayed another 3 days. Frustrating.

Stay patient, only way to deal with this kind of situation.

Eight days to verify a win is too long in my eyes. I know very little about the inner workings but shouldn't it be a tech guys job to pull up that spin in an instant? I bet if the game stopped working it would be up in record time.

Either not moved on quickly enough somewhere along the way or not prioritised.

Good luck, I hope it works out for you. After all, you won fair and square.

 

[The Dude]

Can u be neutral on this topic? Fishy.

You are addressing me here. For one thing, I know for a fact - along with most members here - it takes longer than an hour to audit a player's account along with the software results from a large win. Another thing, I won't let a newbie school me on how to be neutral. If you value your membership here, you should seriously review your posting style. First and last warning.

 

[The Dude]

@SlotsMillion - any more information on this?

 

[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

 

[The Dude]

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. ??