Must Read Just hit a huge Progressive on Sloto Cash and am concerned about the payout.

[maxd]

PAB received and in progress. @LocoEsquire , if you could ensure that you have read and will respect the Player Arbitration Policies and Procedures that would be appreciated. For now we can continue discussing your case in the PAB Ticket. Of course once we've done our work on your case and closed the Ticket you will be free to post here again as you see fit.

- Max

 

[The Viking]

Anything new on this ? i know OP is not allowed to post while PAB is ongoing but
you would think the casino was all over it, rep commenting here OP getting paid within days etc
after all its over 200k we are talking about so big advert for the casino paying out quickly
unless there is something there that we dont know about.

 

[maxd]

Yeah, sorry to say that the casino rep's response thus far has been little more than to say "waiting for results of investigation" and that only after days of waiting for their response in the first place. Colour me underwhelmed.

@Casinomeister has now stepped in to expedite this. Fingers crossed that they get the *bleep* message and move this along in a timely manner (aka PDQ).

- Max

 

[The Dude]

Yep, we are still waiting word from the casino rep. If nothing happens by the close of business today, then I will take it from there.

 

[Sloto]

Hello everyone! I hope you're all doing well. Firstly, my sincere apologies for my tardiness to the party. I'd also like to extend heartfelt congratulations to Loco for their impressive win. As some of you may already know, when it comes to progressive wins like this, there's a necessary verification process that must be carried out by the provider, in this instance, RTG. Regrettably, this process is beyond our control, and we're currently in a waiting period as we await their response on this matter.

Thank you all for your patience and understanding regarding this matter. We truly appreciate your support and enthusiasm.

 

[KasinoKing]

As some of you may already know, when it comes to progressive wins like this, there's a necessary verification process that must be carried out by the provider, in this instance, RTG. Regrettably, this process is beyond our control, and we're currently in a waiting period as we await their response on this matter.

I have to say I find it very worrying that it is now 19 days since the OP reported his win on November 5th

When I hit my progressive in March, it "only" took 5 days - and that was worrying enough!
Even that was 2 days more than the automatic message said it would be.

How can it possibly take so long to verify this???

KK

 

[Deanna]

I have to say I find it very worrying that it is now 19 days since the OP reported his win on November 5th

When I hit my progressive in March, it "only" took 5 days - and that was worrying enough!
Even that was 2 days more than the automatic message said it would be.

How can it possibly take so long to verify this???

View attachment 190505

KK

I see that post and it makes me wonder, should you have been told it was a 'malfunction' and you weren't getting paid, would you, the OP, ever see proof of the actual 'malfunction'? Just trying to think how I'd feel if I won that much, saw that notification and then received notification I didn't really win it! I think I'd have a stroke.

 

[Kroffe]

I have to say I find it very worrying that it is now 19 days since the OP reported his win on November 5th

When I hit my progressive in March, it "only" took 5 days - and that was worrying enough!
Even that was 2 days more than the automatic message said it would be.

How can it possibly take so long to verify this???

View attachment 190505

KK

The cynic realist in me thinks they are probably going thru T&C:s, past play etc etc with a
fine-tooth comb trying to find a possible reason to not pay out.

The lack of communication & giving only copy&paste answers is really not a good look.
Really hoping it works out for OP but imo the extremely drawn out process points towards the opposite.
An email or phone call to verify the win should be a one day job, not 19.

Maybe they are using snail mail, literally.

 

[Sloto]

Hello again! Just to reiterate, the verification process is being conducted by RTG, not the casino, so we're eagerly awaiting their response.

 

[dealer wins]

Wow, you hit a once in a lifetime jackpot and the casino takes the absolute piss. What should be a massive moment and celebration, you are made to feel like a criminal and hope and pray for your winnings.

Disgusting, SlotoCash are scum of the earth.

 

[KasinoKing]

Disgusting, SlotoCash are scum of the earth.

That's not fair. Did you not read the post immediately before yours?
The delay is not being caused by the casino - but by the software provider RTG / Spin Logic.

However, as Sloto is a very big and popular casino who must make $ millions for the provider, I do think they should be putting maximum pressure on them to dramatically speed up this relatively simple process.
After all, the jackpots are built with the PLAYER'S money - it does not belong to the casino or the games provider.

KK

 

[maxd]

To be fair, we get a lot of "investigation" and "due process" delays from SlotoCash and sister casinos, when they bother to respond at all. In this case -- the one we're discussing here -- it's been over three weeks now since the player's win and nothing substantial has happened AND the player hasn't been told or informed of anything along the way. Nor us for that matter.

In another unrelated case a player from Central America was allowed to sign-on, deposit, play and win before being told that their country was excluded. But there was no such exclusion in the Terms. That case has been dragging on since 18 October. Same story -- "Still trying to get an answer" they say -- and nothing happens.

In an earlier case this year -- very similar to the Central America case -- we and the player fought to get an resolution from the casino for 4-5 months. They eventually did pay in full but it was a clear-cut case -- no mention of the player's country being excluded -- so it's hard to imagine what reasonable excuse the casino had for dragging things on for that long. It doesn't help that they never say anything about why these delays are necessary, just "no decision yet" and everyone gets to sit on their thumbs.

My point is this: SlotoCash is a decent casino but they are shooting themselves in the foot with all these ridiculous delays and their blatant lack of respect for the players and those involved in trying to get the player's cases resolved.

- Max

 

[TheAddict]

Wonder what the longest wait for a jackpot to be confirmed by RTG was, before Slotocash took the absolute piss and decided to put this person through hell.

 

[reda]

Wonder what the longest wait for a jackpot to be confirmed by RTG was, before Slotocash took the absolute piss and decided to put this person through hell.

hi everyone i won a 15 thousand dollar jp at sloto about a year ago . i play there often and my paper work in advance was sent in and already approved id say within 3 days all was verified and i was then able to request a withdrawl with no issues. for my withdrawl i went with the checks. it was one ck per week allowed. it did take a bit to withdraw it that way but i got every penny of it . ive never had any issues with this casino

 

[maxd]

@reda , good to hear your JP win went smoothy. Makes you wonder what the deal is with the OP's win: 22 days and counting without info on what is happening. "Smoothly"? Not so much.

- Max

 

[Deanna]

What bothers me is the OP has been told a few times there’s no record of the win in chats. How is that possible? I don’t have much faith right now that the OP is going to collect.

 

[dealer wins]

That's not fair. Did you not read the post immediately before yours?
The delay is not being caused by the casino - but by the software provider RTG / Spin Logic.

However, as Sloto is a very big and popular casino who must make $ millions for the provider, I do think they should be putting maximum pressure on them to dramatically speed up this relatively simple process.
After all, the jackpots are built with the PLAYER'S money - it does not belong to the casino or the games provider.

KK

Fair point KK, but it shouldn't take more than 24 hours to verify a jackpot or mega win.

Its not hard surely to check that the software which they run is working exactly as intended.

A quick look at the players betting style and history, if the spin is about the same stake and style as the 10,000s he normally makes, on the same sort of slot, and the software has no errors at the server end, then its surely good to go.

These things must be highly sophisticated and reliable. Even Vegas casinos 20 years ago would verify a big win and payout within hours tops!!

 

[nisosbar]

To be fair, we get a lot of "investigation" and "due process" delays from SlotoCash and sister casinos, when they bother to respond at all. In this case -- the one we're discussing here -- it's been over three weeks now since the player's win and nothing substantial has happened AND the player hasn't been told or informed of anything along the way. Nor us for that matter.

In another unrelated case a player from Central America was allowed to sign-on, deposit, play and win before being told that their country was excluded. But there was no such exclusion in the Terms. That case has been dragging on since 18 October. Same story -- "Still trying to get an answer" they say -- and nothing happens.

In an earlier case this year -- very similar to the Central America case -- we and the player fought to get an resolution from the casino for 4-5 months. They eventually did pay in full but it was a clear-cut case -- no mention of the player's country being excluded -- so it's hard to imagine what reasonable excuse the casino had for dragging things on for that long. It doesn't help that they never say anything about why these delays are necessary, just "no decision yet" and everyone gets to sit on their thumbs.

My point is this: SlotoCash is a decent casino but they are shooting themselves in the foot with all these ridiculous delays and their blatant lack of respect for the players and those involved in trying to get the player's cases resolved.

- Max

Thank you, @maxd - I had no idea. Reading about your exchanges with them is really shocking to me. I have never had any big problems with any of the Sloto group's casinos.

I'm going to propose something here, and let's assume best case scenario that these delays are all totally above board: RTG and/or Sloto should implement a Flush Withdrawal feature in their cashier, such that for smaller, everyday wins, you can render impossible the playing back of your wins, and for bigger wins like this one, you can remove a portion or even the entire balance from play back, at least pending a resolution from either Sloto or RTG. I've played back wins a few times, and I'm not complaining, but such a feature helps to keep the games fun because it always takes at least 48 hours to get a withdrawal completed.

 

[maxd]

I see that post and it makes me wonder, should you have been told it was a 'malfunction' and you weren't getting paid, would you, the OP, ever see proof of the actual 'malfunction'? ...

My apologies, I had seen your question and intended to reply but got side-tracked and ... well, didn't.

Your question is a good one: can players expect to hear any details when they're told a game malfunctioned and that malfunction nullified their winnings?

The short answer is "no". Casinos are typically under no obligation to provide details on malfunctions. In fact given that a malfunction is usually caused by a game that is badly written -- aka "has bugs" -- there are a boatload of reasons why a casino would never want to share that information. That said the casino might never be told the actual details of the malfunction because the game provider wouldn't be keen on detailing their mistakes to anyone.

The more nuanced answer is still "no" BUT a good casino would recognize that the player wasn't at fault and would offer some fraction of the cancelled winnings as compensation for the player's troubles. This was fairly standard practice up until the last few years when the great majority of small casinos got swallowed up by the big conglomerates and the big conglomerates usually don't give a fat rat's arse about "the player's troubles". I've negotiated a good number of settlements of exactly this nature over the years, but not so much in recent years for the reason given.

- Max

 

[maxd]

@Sloto , it's now 24 days and counting since the player's Progressive win. Any news? And if not, then when can news on this be expected? RSVP.

- Max

 

[The Dude]

Hello everyone! I hope you're all doing well. Firstly, my sincere apologies for my tardiness to the party. I'd also like to extend heartfelt congratulations to Loco for their impressive win. As some of you may already know, when it comes to progressive wins like this, there's a necessary verification process that must be carried out by the provider, in this instance, RTG. Regrettably, this process is beyond our control, and we're currently in a waiting period as we await their response on this matter.

Thank you all for your patience and understanding regarding this matter. We truly appreciate your support and enthusiasm.

Hi Sloto,

It is a shame that you've come to the party too late - because that party is over. You have let this thread drag on for several weeks now - and still no answers. Slotocash is an Accredited casino here - has been for years - and you are dropping the ball by not dealing with this player's issue effectively, fairly, and expediently. I know CDS, and I know it does not take this long to verify a jackpot. If something nefarious is afoot from the player's side, then this should have been made clear from the git-go during the PAB process.

This is unbecoming of an Accredited Casino - and you were warned last week about this:

Slotocash's status as an Casinomeister Accredited Casino is suspended until your casino operation can meet those agree upon standards. You've put my personal reputation on the line with your lack of involvement and effectiveness, and I won't put up with that.

 

[maxd]

FTR the SlotoCash Review has been updated to reflect the current situation. IMHO they have earned this downgrade many times over, at least from the Complaints and Customer Service side of things.

- Max

 

[LocoEsquire]

Hello All,

Well it's been 24 days since my progressive win on Megasaur and I still have not heard anything, other then "it is still under review". I have emailed CDS twice with no response, and I continue to get no clear answer from SlotoCash. This whole experience has been getting me more and more depressed every day. At this point, I think it is important to make a few things clear to the community.

1) I am not a "high roller" and this did not involve any sort of huge bets. I have been a SlotoCash player for somewhere around seven years, give or take. I play $1.00-$2.50 spins with the occasional $5.00 bet when I am on a roll (as was the case with this win). My betting pattern has been consistent over the entire course of my time playing on SlotoCash, and in no way could possibly be construed as a "professional betting pattern" or improper play.

2) I have never had a problem with a SlotoCash withdrawal in all the years I have been playing with them, other then the very rare occasion in which I broke a minor rule (a few months ago I inadvertently used a free spin coupon they sent me while I had a withdrawal pending, and my $500.00 withdrawal was voided. I did not complain or make a big deal out of that, because I broke a rule and accepted the consequences). In this instance, I did not break any rules whatsoever. I have been over the Terms & Conditions a dozen times in the past three weeks and there is no way I could have even inadvertently broken a rule. The session which led to my win did start with the use of a bonus coupon, but it was the one which allowed for Progressive play. Regardless, I had cleared the playthrough days before and was playing on real money, NOT bonus funds at the time of my win. I was in full and complete compliance with all of SlotoCash's Terms and Conditions.

3) There couldn't have been a "malfunction" of the game because everything occurred exactly as it should have. The Megasaur "major bonus" was activated, I then hit the four matching symbols. The game stopped and a pop-up screen appeared saying I hit a jackpot and would be undergoing verification. A few days later I received an email from CDS requesting documentation to verify my identity for my win. And most tellingly, the Megasaur Progressive Jackpot tracker showed the decrease in value from over a million to a $840,000 or something around there. This decrease in the jackpot size was completely consistent with my win and occurred on the same day as my win. I can't possible see how there could have been a malfunction.

4) I have not been told that I didn't win, yet, I just haven't been told anything other than "it is still under review". I just don't understand what could possibly be taking so long to review. My valid identification documents have all been sent in to both SlotoCash and CDS. CDS acknowledged receipt of my documents and told me it would take "up to three business days sometimes longer" to complete the review. They also told me that they would let me know if there was a delay. That was on November 7th and I have not heard anything since. If this was a $400 or $500 dollar win, or even a $4,000 - $5000 win, I would not be this upset, but for a once-in-a-lifetime $200,000+ win.....I am at a complete loss.

RTS is a reputable company, and I have always had good experiences with SlotoCash. I just don't understand what is going on here. I mean isn't it all of our dreams to finally hit a Progressive? Isn't that why most of us play, or at least dream of? And when it finally happens, to be basically ignored and strung along for over three weeks without any significant communication from anyone involved. I just don't know what to do next. Happy to hear any advice or suggestions from the community.


P.S. - Max and Casinomeister are still doing an amazing job pursuing the PAB in this matter, and suggested that I update the community on what has been happening. I have full faith in the PAB process and despite my growing concerns with RTG/CDS, still believe that this will be resolved in my favor. After all, I have done absolutely nothing wrong or which would justify my winnings being voided or confiscated.

 

[KasinoKing]

Happy to hear any advice or suggestions from the community.

My first suggestion is PLEASE break your posts down into readable paragraphs - my eyes are bleeding now!

I know this wait must be totally unbearable for you - but I am 99.9% sure you WILL get your winnings.
I was on Skype yesterday to a rep at a different RTG casino (with many years of experience) and he said this time-frame is unfortunately normal from this provider.
He confidently predicted that you will get your winnings sometime this week.
I sincerely hope he is right!

As a casino operator himself, he is equally as frustrated and angry at how ridiculously long this process takes.
It's not good for Players, it's not good for the Casinos and it's not good for the Provider, as it gives them bad press.
These delays are not bloody good for ANYONE - so why the frick do they do it???

KK

 

[Webzcas]

Can only begin to imagine how you are feeling @LocoEsquire as it must be similar to actually having bet with $200k of your own money and lost it all, what with all this waiting around.

Instead of enjoying a fantastic life changing win, you are being made to feel like you have lost everything playing online. Not good at all.

I have fingers crossed for you for a speedy from this point onwards and positive outcome!