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Payment delays slotsmillion? How long?

Discussion in 'Online Casinos' started by lockinlove, Mar 29, 2016.

  1. lockinlove

    lockinlove Staring into the sun PABaccred

    Just looking for some feedback

    On March 15 I requested a withdraw of $4695, March 18 a withdraw of $540 and March 22 $540 again for slotsmillion

    Today will be the 9th business day and 14th day of no monies received.

    In the past 10 years of gambling my money always arrives via bank transfer within 3 business days and the very odd time the absolute maximum is 5 business days.

    I spoke to my bank to make sure they werent holding anything for any reasons and they said no. I asked how long a transfer of my type usually takes to arrive in their bank. (Spain to Canada) the bank manager told me a maximum of 5 days. When I told him its been over 8 business days he suggested I follow up with the casino because there should be no reason why its taken so long.

    It also shows here that the cashout time frame from the last member who cashed out to Canada via bank transfer to be 96 hours. So 4 days.

    I have spoke to the casino a few different times and they assure me the money has been sent and it must be technical issues somewhere.

    How many more days should I give it? With each passing day and each passing phone call with my bank, I am growing more and more concerned.

    I did message the rep here yesterday but he hasnt been active for a couple of months so not sure when he will get back to me.

    Im starting to get quite concerned about this.

    And yes Ive taken into account the Easter holidays :D

    I guess my question is, how long do you think I should wait before starting the PAB process?
  2. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Before submitting a PAB i would ask the casino to provide a transfer copy.

    If they have sent the payment they must have something, either from online banking or from the bank counter (if they done it the old fashioned way in a branch). Alternatively, they should be able to give you at least the "international transaction number". Using that your bank can see where the money currently sits.

    Should they fail to provide you that within 24hrs i would be pretty sure that the money has not been sent and would go ahead with the PAB.

    Hope you get paid!! Good luck :thumbsup:
    3 people like this.
  3. lockinlove

    lockinlove Staring into the sun PABaccred

    ops meant to include that in my OP

    I did request they send me a copy of this on the weekend. They said their finance team was back on Monday. So still havent gotten it however its only been 2 days. So maybe they are busy :confused:

    Also just got this email from them

    I just received an answer from the finance team.

    The transaction has gone through and it hasn't been returned to our account.

    Could you please send us a bank statement so they can check?

    Looking forward to your reply.

    Kind regards,

    Customer Support SlotsMillion

    um what? lol
  4. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Stalling tactic i am afraid. :eek:

    Why would they need to check your bank statement?

    If the transaction has gone through then they have an "ITN" or can send you a transfer copy. If not, then nothing has been sent..
  5. lockinlove

    lockinlove Staring into the sun PABaccred

    Basically my thoughts too. I said to them "why would you need my bank statement? All you need to do is contact the bank you deal with and ask them for proof that my bank accepted it"

    Greatttttttt. Here we go :eek2::mad:
  6. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    I would PAB today if you have not heard anything by the close of business hours.

    Let's hope it will turn out for the best!! :thumbsup:
    1 person likes this.
  7. SlotsMillion

    SlotsMillion Accredited Casino Representative

    Casino Manager reply - Status of your withdrawal request

    Hi Jennifer,

    I would like to apologize beforehand if you felt that we haven´t come back to you soon enough. This is the first time you request a withdrawal at SlotsMillion and I understand perfectly that makes the whole situation even more sensitive.

    Please, check your inbox - you must have already received a detailed email about what is the status of your withdrawal requests which include the following documents and points:

    1) Three attachments confirming that the withdrawals were submitted and paid to the bank account number provided by you.
    Dates on which your withdrawals where paid:
    - First withdrawal request on 16/03/2016 > Withdrawal paid on the 17th of March.
    - Second withdrawal request on 18/03/2016 > Withdrawal paid on the 21st of March.
    - Third withdrawal request on 22/03/2016 > Withdrawal paid on the 22nd of March.

    2) A detailed explanation why investigating a "missing" withdrawal takes a mandatory time that is always perceived as a long waiting period by the player. In some cases, tracking a missing withdrawal can take up to 3 - 4 months (this should not be your case as we might have identified where the problem comes from, but it is important for us to make you aware of how complicated a missing withdrawal case can be). It always involves banking suppliers and intermediary and there is a strict process to follow. On top of that, we don´t want to and we cannot run the risk to provide you with the wrong information - that means that we need to get the reply from the banking intermediaries before coming back to you (and believe me, they also take holidays for Easter :) )

    3) Why we request a bank statement - This replies also to one of the answers you have received here, so it is important for us to clarify this point - When a missing withdrawal has been reported, we need to provide our banking supplier with documents proving that the payment has failed. Otherwise, the case will never be submitted or taken into consideration by the banking providers or intermediaries. This means that the bank statement is a mandatory step in order to avoid, for instance, fraudulent intentions. Furthermore, a bank statement also helps us to verify that the bank details provided by the player are the correct ones.

    4) Thanks to the bank statement you have sent us today, we have realized that the transit number you gave us in first place doest not match the transit number appearing in your bank statement. Please, kindly review the bank details provided by you as this is an important hint for us to get this incidence solve asap.

    5) If the transit number is the reason why we are here, the intermediary bank most probably must have put the paid withdrawal on hold. If that is the case, we will need to request your withdrawals back and process the withdrawals again.

    As we have already said in our email, we are more than happy about your 3 withdrawal requests. We know that customer's winning experiences are the best way to keep our players satisfied and ensure a long-time relationship with them. Neither the number nor the amount of your withdrawals have something to do with fact that you haven't received yet the requested withdrawals. We process daily much higher withdrawal amounts seamlessly.

    We strongly recommend you not to deposit and play until we don´t get this fixed. We don´t want to pause your account in the meantime as we want to keep the online chat as the main communication channel with you.

    I would like to thank you in advance for your understanding and patience.

    We are looking forward to receiving your reply about the transit number. Let's get this fixed!

    Last edited: Mar 29, 2016
    4 people like this.
  8. lockinlove

    lockinlove Staring into the sun PABaccred

    Thanks for showing up here, its much more comforting.

    I copy and pasted my bank details that is used with my other casino (which I have been paid from every time) this is also the same details I have given trada casino and my withdraws have come through every time. The screenshot is from their banking page and I sent it to you just now.

    Also you should not have added those last 3 numbers to the transit number. Nor should any bank ever accept that as it doesnt exist. The transit number is maximum 5 numbers.

    The three numbers at the end you added is the institution number that is needed for transfers that every other casinos request.

    Anyways, it seems there was a mistake when sending my money.

    I have sent two emails of screenshots from my banks live chat and my other casino bank page with the details to confirm this and the details you need to correct this.

    Again, thanks for showing up and wanting to get it sorted.
  9. SlotsMillion

    SlotsMillion Accredited Casino Representative

    Hi again :)

    The procedure related to personal and banking details work as it follows:
    Only the players can enter the banking details and our system records them as they have been submitted by the player. Once you have entered your banking details, including the transit number (as it is requested in our Withdrawal form), the Withdrawal process stars using the details provided by the player. I am sure that you have just entered these details as you have done in other casinos, but if you check our form, you will see that we haven´t requested the Bank Code, but the transit number.

    Recovering the already paid withdrawals carries a cost. As a gesture of goodwill from our side, we will assume the cost this time. We understand these things can happen and, as we truly believe you are a good customer, we will happily carry with the cost of fixing it.

    I am glad to inform you that we have been in contact with Wirecard in order to express the urgency of this case and how keen we are on getting your withdrawals in your account. Now, I am sure you will understand that Wirecard needs to track the withdrawals and find out where they are. This will mean 2 to 3 weeks plus another week until you see the money in your account once we have transferred again the money. However, and based on our last conversation with Wirecard, you might find the money in your account after 10 days, since the intermediary bank might decide to continue with the sending of the withdrawals after holding the money for a while. Please, keep an eye on your account just in case the money lands there in the next 10 days.

    Our Support Team will be keeping you updated as soon as we have more news for you.

  10. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    I don't know where you got that information from but any banking employee can tell it is not true.

    The sending as well as the intermediary bank know all the time where the money is "stuck", usually it is the intermediary bank in the receiver's country. Each international transfer has a unique transaction number which allows the bank employees to open up the transfer file and see any related messages regarding that transfer.

    If some details are not correct on an international transfer the bank where the money is held at that moment will inform the sending bank immediately. From there you have 2 options:

    - Sender's bank contacts the sender and is correcting the mistake/adding the missing information and the transfer is carrying on to the receiver.
    - Sender's bank cannot correct the mistake and the money is returned to the senders account, this takes max. 3 working days.

    Trust me i know what i am talking about as i execute and receive a number of international transfers every week, hence i had my fair share of mishaps. However, it never ever took 2-3 weeks to get it sorted.

    I stand to be corrected though as i am only talking from my experience and knowledge.
    1 person likes this.

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