Answer to lockinlove in regards to the last complaints
Hello lockinlove,
Since you have extended the discussion over three different threads on CasinoMeister (1)
https://www.casinomeister.com/forums/threads/my-experience-at-slotsmillion-casino.66364/ , 2)
https://www.casinomeister.com/forums/threads/slotsmillion-error.75887/ and 3)
https://www.casinomeister.com/forums/threads/slotsmillion.75984/ ), I thought it would make it easier for everybody following to answer all at once here.
First of all, I personally want to thank you publicly for your loyalty at SlotsMillion and for your constant feedback that always help us to maintain the best players’ experience possible.
We are sensitive to feedback, it’s very important. This is all the more important because it helps us to know what is going well and what is not. A lot of disappointed users leaves online services without reporting the bugs or issues that they might have been experiencing. As an example, I personally left Apple Music because of successive bugs, without even bothering wasting time to leave them feedback. So, once again thank you lockinlove - I am pretty sure that there are a lot of casinos out there looking for clients like you.
Let me first go through the issue you faced while playing “Great blue” from Playtech on Wednesday 26th of October - 08:24am CET mentioned here:
https://www.casinomeister.com/forums/threads/slotsmillion-error.75887/.
As soon as you reported this issue to us, we created an internal ticket to investigate it (09:39am CET) and contacted our game provider, Playtech. No missing free spins nor missing winnings were found in our API and system the same day.
So we started pushing Playtech every day in order to get an answer from them as fast as possible and to be able to provide you with the outcome of the investigation. Although we kept sending them reminders day after day, we were told that Playtech was still investigating.
Finally, on the 2nd of November, the result turned out to be that they were not able either to find records of missing free spins nor winnings in their system.
We do want to believe that this issue did in fact happen to you but if neither our system nor Playtech’s can find any trace of it, and if you cannot provide us with any proof or screenshots showing the missing free spins or winnings, there is basically nothing else we can do about it.
Following our terms & conditions available on
“8. Miscarried and aborted games”, when such event happens, “all wagers are void” and we, the company, “shall refund the amount wagered in the game to the user”. As you know, this is not what we have done. Considering your goodwill and the fact you are a loyal player at SlotsMillion, we have decided to credit you a bonus of 100$ for a bet of 2$ to compensate that unexpected bad experience you say you have faced.
You also mentioned that other players have had this issue. I think it is important to clarify the situation; we have thousands of rounds coming from hundreds of players playing Playtech’s games on SlotsMillion every week and we have only had two reported issues.
We have investigated both cases separately and if the outcome of the investigation does not meet your expectation, unfortunately we can’t do more about it than what we have done so far.
However, regarding the second case, the issue has been identified by both Playtech’s and our system. The investigation revealed that what naththo experienced was caused by temporary connectivity issues on Playtech's end and that Free Spins were lost and couldn’t be recredited. Naththo has already been compensated for this as discussed in this thread (
https://www.casinomeister.com/forums/threads/slotsmillion-error.75887/).
The second concern you have raised on CasinoMeister is related to the fact that we removed our reward program while you were close to reaching the next level.
When we first introduced the reward system on SlotsMillion, we did it as we were looking to create an automatic system able to reward our most loyal players. In fact, the system was redistributing the loyalty budget equally amongst the players but we were not satisfied about the way our most loyal players were rewarded. Also, fraudsters were able to take advantage of it. Even though we tried several iterations of the system, we remained unsatisfied with it.
As per our terms and conditions, it is within our rights to remove any promotions or bonus program as well as excluding players from them, temporarily or definitely.
Therefore, we took the decision to get back to a manual system and we removed the automatic reward system on the 24th of August 2016.
Between us, there is nothing like a customized or one-to-one approach. It is undoubtedly more expensive but we are more satisfied with it. And believe it or not, we have given many more bonuses since then. Humans tend to be more generous than bots
.
To get back to your main concern, the only question here is about the points you have accumulated without reaching the next level of our loyalty program that would have allowed you to get your $150 bonus reward. Concerning this particular issue, what we did is give much more bonuses manually than we did through the loyalty program. This was especially the case in the weeks after the transition, even if we wanted to roll out a new reward system.
If anyone should know it, it’s you. Without giving away numbers (unless you allow me to do so and then I will), I will give you proportional numbers to make it clear for those that are also following this thread. Since you started to play at SlotsMillion, you have received an amount of 30.2% of bonus on your deposits.
So, for example, by depositing a total of $10,000, you got $3,000 bonuses. You could argue that this money is cash back on your losses, that basically you got these bonuses because you’ve lost all your deposit money. But again that’s not what happened, as your ratio of withdrawals on deposit is 191.1%. Meaning in the same example, by depositing $10,000, you withdrew $19,110.
The fact that we removed our loyalty program was not negative for you, because you were granted with manual bonuses, worth more than the $150 you would have received by completing the next level of our reward program.
The point here is to show you that there has never been a problem giving you bonuses since the removal of the automatic system, but as stated in our Bonus Terms and Conditions, we do have the right to restrict bonuses at any time.
In the meantime, I do have a concern. On our side, I want you to understand that there is nothing else we can do for you regarding the main topics here: your free spins round on Playtech’s game and our old reward program. You consider there is a dysfunction on a game, yet neither the game provider or us are able to find a trace of it as we did in naththo’s case. And we have obviously reached an impasse on the bonuses awarded.
I am now at a point where I can’t give you better answers or do anything to prevent your current level of dissatisfaction from increasing and then our relationship would only deteriorate.
With this in mind, and despite you being a highly valued player so far, perhaps it’s now time for us to part company, close your account, and both move on.
Your SlotsMillion's team.
check them out here land and online supplier
