Slotocash site down since yesterday?

[RUSTYROO]

Good old live help. I swear sometimes it should be called dead help.

I don't know how some casinos can hire people to represent them but know little to nothing about anything of help to the player. I'm sure they have lost a bunch of players because their customer service people gave out wrong info or just plain wasted the players time and patients. How is this ever good for a business.

These casinos need to wake up and take a few lessons from the likes of 32Red and 3Dice.

downloaded, spoke to live chat, uninstalled...

got email, went to live chat asking about withdrawal processing time. the answer was 5 business days on their end. and then depending on selected withdrawal method. asked what methods available for US players and response was "go to cashier and look". went to cashier and fount empty drop-down box "Select a method". friendly support suggested log out and log back in.. of course, nothing changed. after that meaningful procedure, support finally decided to ask my user name and after 5 minutes of thinking said "You will be contacted soon about this issue"

extremely good experience IMHO...I know for fact now that I will not deposit there

 

[Taito75]

I depositet yesterday 50usd with moneybookers, moneybookers is aproved, but my money is not in my balance... 14 hours later my balance is again zero... (in the rtg casino) I have given livechat the moneybookers id etc, but nothing is going, i have paid 50 usd for nothing???

 

[Sloto]

Taito75, the $50 was credited to your account and an email sent immediately, please let me know if this is not the case.

Ms Sloto

 

[Taito75]

Thank you, yet is all ok!

 

[Taito75]

@sloto: Another Problem, i wanna withdraw, but when i make a withdraw, said the maximum amount for withdraw is 100USD... my balance is 650usd i said in livechat yesterday, but nothing is changing...

 

[vinylweatherman]

@sloto: Another Problem, i wanna withdraw, but when i make a withdraw, said the maximum amount for withdraw is 100USD... my balance is 650usd i said in livechat yesterday, but nothing is changing...

What

This has to be a new record!

Withdraw $100 six times, and $50 once. I hope this isn't an imposed weekly limit. Don't play for the next 7 weeks if this is how long it takes to get all $650.

 

[jod5413]

What

This has to be a new record!

Withdraw $100 six times, and $50 once. I hope this isn't an imposed weekly limit. Don't play for the next 7 weeks if this is how long it takes to get all $650.

This simply has to be a mistake! It sounds more like a bonus win max cash out than a deposit only cash out! $100?????

Once again, Sloto WHO!!!! Vote with your feet folks. There are many other decent RTGs that won't give you ulcers.

 

[Jasminebed]

Fleur, did you get your issue resolved?

And Ms Sloto, now that you are no longer Rival, are you taking Canadian players again? If so, do we reactivate old accounts or start a new one?

 

[sparkles]

Takes a fair bit

for me to say this, but Im about over it all.

Get the email, log in too the RTG - no, get told to make a new account, so I do that
take the 400% bonus, the 200%, and the 200% bonus, havent seen a bonus round yet.
In fact I dont think I saw 2 out of 3 of the bonus symbols.
Wont be playing at that one again.

Rival sloto, is just the same as it always was, was told by support, it
would stay that way indefinately, so deposited and took a promo,
talking to support again later and get told you can not deposit or
withdraw at the Rival......um hello, it sure as heck took my deposit.

Ask support again, first they say no I cant, then they say yes I can.

Go back later, get told I cant again, told them well it sure to goodness took
my money, I wait for an answer, and they say come back in 20 min
and I will check with my manager, didnt wait for me to say anything - chat session ended.

Go to check out Desert nights, and it has Rival Error?!!

Its been nice while it lasted Sloto

 

[KasinoKing]

Fleur, did you get your issue resolved?

And Ms Sloto, now that you are no longer Rival, are you taking Canadian players again? If so, do we reactivate old accounts or start a new one?

Yes, Sloto RTG does take Canadians.
What SHOULD have happened is they should have created an account for you at the RTG casino, based on your Rival info. They should have sent you an e-mail (to the e-address you had registered with Sloto Rival) with a new password.
I got mine several days ago.
If you haven't had yours, you should contact support for help.

KK

 

[Nifty29]

for me to say this, but Im about over it all.

Get the email, log in too the RTG - no, get told to make a new account, so I do that
take the 400% bonus, the 200%, and the 200% bonus, havent seen a bonus round yet.
In fact I dont think I saw 2 out of 3 of the bonus symbols.
Wont be playing at that one again.

Rival sloto, is just the same as it always was, was told by support, it
would stay that way indefinately, so deposited and took a promo,
talking to support again later and get told you can not deposit or
withdraw at the Rival......um hello, it sure as heck took my deposit.

Ask support again, first they say no I cant, then they say yes I can.

Go back later, get told I cant again, told them well it sure to goodness took
my money, I wait for an answer, and they say come back in 20 min
and I will check with my manager, didnt wait for me to say anything - chat session ended.

Go to check out Desert nights, and it has Rival Error?!!

Its been nice while it lasted Sloto

Seems there is two parts to your post.....a rant about the slots being tight/rigged etc, and a complaint about poor customer service.

The former is what it is, but the latter is a valid complaint.

Someone from Slotocash needs to educate their CSRs about the current dual-casino situation. It isn't rocket science.....just a typed memo in point form with some FAQs. If the CSR can't cope with that, they shouldn't be in customer service.

Also, someone from Slotocash needs to post here about exactly what is going on. Answering individual questions piecemeal isn't working.

Poor handling of major changes like this can destroy a good reputation, built up over years, in a few weeks. Whoever was in charge of the process has dropped the ball big time IMO.

 

[Sloto]

Hi All

In an ideal world we would have liked a seemless switch, however we have had a few teething problems and we thank you for your understanding. Due a massive increased in the volume of chats we have had to put additional operators on shifts who are still in training, as I am sure you understand there is a lot to learn and people do make mistakes.

Here is the situation, if you had an account at Rival this was migrated to RTG, if you have not received your username and password, please check with live chat if your account exists in the system, if not you can sign up a new account (we now accept Canadian players)

You can also continue to deposit and withdraw on the Sloto'Cash Rival download software so my apologies to sparkles who was wrongly informed by support.

With regards to withdrawal limits yes this is a mistake and will be fixed today. The most important thing is that we always pay our members withdrawals and you will receive a better service in the coming weeks. Again thank you for your patience and understanding.

Best Regards

Ms Sloto

 

[DiamondGeezer]

Well this sounds positive. I got my new username and password by email from Sloto and it works fine. I'm looking forward to giving the RTG a go over the weekend.

Sloto seem a well run company so I think they can be excused a few teething problems. It good Ms Sloto got back to this forum on a weekend.

 

[chuchu59]

Hi All

In an ideal world we would have liked a seemless switch, however we have had a few teething problems and we thank you for your understanding. Due a massive increased in the volume of chats we have had to put additional operators on shifts who are still in training, as I am sure you understand there is a lot to learn and people do make mistakes.

Here is the situation, if you had an account at Rival this was migrated to RTG, if you have not received your username and password, please check with live chat if your account exists in the system, if not you can sign up a new account (we now accept Canadian players)

You can also continue to deposit and withdraw on the Sloto'Cash Rival download software so my apologies to sparkles who was wrongly informed by support.

With regards to withdrawal limits yes this is a mistake and will be fixed today. The most important thing is that we always pay our members withdrawals and you will receive a better service in the coming weeks. Again thank you for your patience and understanding.

Best Regards

Ms Sloto

Hehe,

I would prefer not to have asked for the password for my account and open a new account in which case I might have gotten the sign-up bonus. While there were less bonuses available to me at Sloto over the past few months I was surprised to be bonus-banned at the rtg casino.

 

[Taito75]

I think its better not play in teh Casino... Not can make a withdraw all options are permanently not supportet. I wanna send a lots of Errorscreenshots, but the supportemail is broken or of since 1 day i dont known. I wann change the password, but nothing options for to dis. Livehelp cannot change for me. Yet i playd my balance (650USD (200USD is bonus) i have meet all wagering to zero. Thats my fault, but normally i have withdraw my money, when i have meet the wagering... But when i not can make a withdraw (echeck not supportet, bankwire not supportet neteller not supportet) when i wanna make awithdraw to my moneybookers (i dpeositet with them) then said is a false emailadress (i not can change this).
Horrible!
Sorry my english

 

[Taito75]

Here some of the errors

 

[Sloto]

Taito75, I sent you an email with my apologies and free chip this issue has now been fixed

Ms Sloto

 

[vinylweatherman]

Taito75, I sent you an email with my apologies and free chip this issue has now been fixed

Ms Sloto

It's a good job you are here on a Saturday to stay on top of this.

Since there has been so much confusion, you should not blame players who have ended up registering new accounts at the RTG because something has gone wrong with the migration, they haven't had the email, or have been wrongly told by CS that they are supposed to register again at the RTG.

Having the Rival version still working (or not, depending on who you ask) has only added to the confusion. It STILL isn't clear whether the Rival Sloto will close, or will remain open indefinitely for those non US and Canadian players who prefer to play Rival rather than RTG.

The RTG seems to have gone live with "half the back end missing", which has lead to all these weird problems such as every payout method coming back with "this payout method is not supported", as well as the ridiculous $100 limit on withdrawals that should NEVER have been allowed to go live. Such parameters should have been set in the back end prior to launch, and double checked.

The overload on CS is a result of this flood of problems with the migration, and a first step solution would be to quickly release a FAQ on the most common questions that CS have been receiving, and placing it in a very prominent position so that players can see it - perhaps a link that comes up as soon as a player opens live chat. Bryan may even allow you to post such an FAQ in this thread as a reply to members suffering these problems. I can't see a problem with this provided it does not come with any advertising or bonus codes.

 

[Taito75]

lol 10 minutes after i have playd my balance to zero (650USD) with 1Dollar bets in ca 2 hours, you said yet is fixed and give me 10USD freecash with maxcashout! But 2 days i said i not can withdraw.
The issues is not fixed! My Password is not changed. I stay in livechat after i playd to zero for close my account, but the account is not close! Or its a issue for close my account??? And yes, i cannot answer you to email support@slotocash.com its not working. i wanna send the screenshots to your casino, but i tried few times is not working.

 

[Sloto]

Nobody is blaming players we take full responsibility for the errors. The flood of chats is actually due to players trying to claim no deposit coupon codes posted on forums that are not associated with their account. The number of chats regarding errors is minor in comparison.

Yes these issues should not exist and I will make no excuses but I will rectify them.

Ms Sloto

 

[vinylweatherman]

Nobody is blaming players we take full responsibility for the errors. The flood of chats is actually due to players trying to claim no deposit coupon codes posted on forums that are not associated with their account. The number of chats regarding errors is minor in comparison.

Yes these issues should not exist and I will make no excuses but I will rectify them.

Ms Sloto

This is a marketing problem, and often (if not always) created by affiliates who host these codes on their site to attract traffic. This is not exactly an unusual situation for a casino to find themselves in, so should not have overwhelmed chat. Something has gone wrong that has lead to a flood of non-working codes being distributed via these forums, and I suspect this is down to marketing producing a load of bonus codes for the new RTG casino which have quickly found their way to the forums via players and affiliates. Given that the codes are presented as "working", players will then contact CS when they find they don't. The generic error message given by the RTG cashier in such cases is not specific enough to allow players to know WHY the code doesn't work, so they have to contact CS in order to find out they are account specific.

Far from attracting traffic, this situation gives these players a negative experience upon their first encounter with the RTG product, and could easily put off players who would have played on had things worked "as advertised".

The affiliates running these forums should be better policed (this applies to ALL casinos, not just Sloto), such that actions by affiliates to drive their own traffic do not negatively affect the service the casino provides to it's players. The one threat wayward affiliates will respond to is having their account closed, this hits them in the pocket, and they will try to ensure their forums are better policed. If it is affiliates spamming other boards with codes and tagged links, they too will respond to this threat.

This thread already has a number of players saying they have requested closure of their casino accounts because of the problems they suffered during this change.


From the outside, it looks like the whole thing was done in a rush, and a deadline met at the expense of a properly planned and managed migration and configuration of the new RTG interface before going live.

It may have been "cleaner" just to launch the RTG casino as a separate entity, and allow players to manage their own migration by registering their own accounts with the RTG portal, and have the Rival portal still available so that US players could manage their own withdrawal of balances from Rival and deposit into RTG.

The initial impression was that the Rival version was going to close, but now it seems this is not the case, except for those US players who will be frozen out once Rival completes it's withdrawal from the US market.

 

[Nifty29]

I downloaded the RTG version to give them a try, given Ms Sloto has been sincere in dealing with issues here.

Of course, I attempted to redeem the WELCOME bonus (I deliberately highlight the word WELCOME here) and guess what??.....

..... I'm bonus banned

Nice, given that it was offered when I clicked the "exclusive bonus" tab in the lobby. I guess a 0% bonus is fairly exclusive.

The software may have changed, but the "Rival attitude" is well and truly alive i.e. whatever you do, don't WIN or you're persona non gratis.

Uninstalled.

(Copy of chat below to confirm above statements. You will also notice that security is zero - all this discussion about my account took place with no ID check whatsoever.)

info: A chat operator will be with you shortly.
info: You are now chatting with 'Xena'
Xena: Welcome to Casino Support. How may I assist you today?
nifty29: Hello. I am trying to claim the SLOTO1MATCH on my account "nifty29" but it will not redeem
Xena: May I please have your account username (login) or email address?
nifty29: nifty29
nifty29: xxxxx@xxxx
Xena: Let me check your account. One moment please.
Xena: You are not eligible for this bonus.
nifty29: I'm a new player so why would I not be eligible?
Xena: One moment, I will check with manager.
nifty29: OK
Xena: The system send this message automatically
Xena: The players from your country are not eligible for bonuses at the moment.
Xena: We apologize for the inconvenience.
nifty29: From Australia? Really?
Xena: You are not eligible for bonuses because of your previous status of your account.
nifty29: So I cannot claim the welcome bonus, even though it offers it to me in the lobby under "exclusive bonus"?
Xena: Sorry for misunderstanding.
info: Your chat transcript will be sent to xxx the end of your chat.
nifty29: It's OK you dont have to answer. You cannot do anything about it so I don't want to keep you any longer.
Xena: I apologize for the inconvenience.
Xena: I checked your old account.
nifty29: It's sad that long-time players are treated worse than new players. Someone needs to re-think the marketing strategy.
Xena: I am very sorry for the inconvenience.
nifty29: OK. Thankyou for your time. Bye.

 

[chuchu59]

You are not alone Nifty. I am bonus-banned as well for similar reasons as stated in your chat. Over the years Iam in the red at Sloto also by the way.

 

[SlotsLover]

bonus banned

I have a question. Why do players take it so personally when they are bonus banned? It seems to me that bonuses are at the discretion of the casino and not a "right." I agree, it's annoying when one gets an email offer and then cannot redeem it, but I also believe that a player knows when he is bonus banned and when said email is just a mass emailing to all players.

If one was bonus barred by Sloto before they switched over to RTG, why would one believe they 'should' be given bonuses now as a matter of right.

To comment to the casino about their marketing strategy seems a bit out of place, if you ask me.

If you are bonus barred, get over it. Either play without a bonus or go to another casino.

I completely understand complaining when a casino does not play, or changes its rules midstream, etc, but I believe that complaining about not getting a bonus is rather trite.

Just MHO.

enjoy the rest of the weekend all.

 

[Lucky Loser]

Well I've been bonus banned by Club World for having a few lucky but big wins . They have also frozen my comp points. Not surprisingly I've given them the flick.

Now that Sloto is RTG I will give them another try. I never trusted Rival, too many rogue operators.

Their bonuses seem very generous which puts me on guard. Hopefully they are good payers.