Casino Complaint Slots Million - Credits wiped due to System error. Game history wiped.

[crikeym8]

My poor bloody mother is copping it again it seems. She signed up last week, deposited $40 bucks, received a match and 100 free spins. 20 spins over 5 days i believe. Anyway, she lost the deposit /match, came back few days later and played some of her free spins, she won about $4. She also deposited 3 more times without match. So yesterday she was playing starburst and twin spin, at a $1.25 a spin and she won $470, kept playing for another 10 mins the WHAM, all her credits just disappeared. Her account balance was wiped. After speaking to support she was informed she would have to wait till the next day as they couldn't explain what had happened. They acknowledge she lost close to $400 for no apparent reason.

Today she contacts them again, and again, and again for an explanation. The responses have been vague , yet each time she was met with differing excuses. They are claiming their tech department have located the problem yet they cannot credit her account for unknown reasons.

Now what i see as disturbing is some of the language being used by the staff in the chat room , which there is many. Terms like, "when tech support can get around to looking at it" " It wont be fixed today, i dont think the next day either" - " We hope they can figure it out today " - "we know what the problem is, but we cant fix yours yet, we close at midnight and open at ten " - " You managed to wager your bonus money and then something went wrong" - "You may deposit if you wish, we have identified the error, but cannot credit you before tomorrow" - " Try contacting us tomorrow, not much we can do as there is no one here "- day 3 "Im afraid getting an answer from them at tech support might take days"

But what i see as interesting was her last conversation today, when they stated there was a que for tech support. Which makes me believe they have a larger problem than they are letting on.

But when i saw the casino my mother decided to join, was accredited , i acknowledged she researched where she would play. I now realize that these multi platform casinos must be a bloody nightmare to administer should an error occur. Casino operators have to determine which platform the error occurred on then i assume make contact with that companies tech support team. And then its a case of fingers crossed.

At first when reading her chat session i thought she was getting screwed over by slots millions, as was she, but as i stated above, that could also be their issue. Why they didnt take her request and create her a new account and transfer the funds so she could play makes me wonder. They know the amount she is owed, so why make her wait days. The problem aint so bad that they can ask her to deposit, but its too great an issue for casino to credit her account.

*** My suggestion would be to avoid and play at Slots Millions for a few days. It sounds like they have a issue they cant get a handle of. ***** Disappearing credit, and player play history is also incomplete blank in parts *****

 

[dionysus]

One - there's a slots rep here who you can direct any queries to for help - https://www.casinomeister.com/forums/members/31060/

Two - front line CS aren't (generally) equipped to deal with things such as glitches beyond the mundane. It really could take days for the team to get a good look at the logs, esp if any probs have to be elevated to diff depts and the provider.

Glitches happen. Sucks, but they happen.

 

[crikeym8]

UPDATE!

************* She just played off some free spins at slots Millions casino, and won a few $$ , but all those winning credits have also just disappeared into thin air. balance is still $0.00. ****************** Anyone else having similar issues?

 

[dionysus]

************* She just played off some free spins at slots Millions casino, and won a few $$ , but all those winning credits have also just disappeared into thin air. balance is still $0.00. ****************** Anyone else having similar issues?

Have you contacted the rep?

 

[crikeym8]

Have you contacted the rep?

Yes i sent him a message earlier. As for casino staff, they dont arrive to work for another 10 hours. Ive told the old chook to stay away for the moment. Shes like a kid with a new toy.

 

[dionysus]

Yes i sent him a message earlier. As for casino staff, they dont arrive to work for another 10 hours. Ive told the old chook to stay away for the moment. Shes like a kid with a new toy.

In my (granted, limited) experience he's pretty dilligent answering pms so I'd imagine when he's next on, he'll get back. Good luck!

 

[Adriana B]

************* She just played off some free spins at slots Millions casino, and won a few $$ , but all those winning credits have also just disappeared into thin air. balance is still $0.00. ****************** Anyone else having similar issues?

Yes. I did a few weeks ago. Same thing -- won actually quite a few $$$ but were gone by the next morning. Maybe that is part of their T&C's. Not sure.

 

[spoton]

First a person suddenly getting logged into another users account and now money dissapearing? Maybey time to close the shop for some proper testing and upgrading?

 

[randomiam]

don't stress to much

The rep can fix it did you contact the rep and wait for a response before opening a complaint ?

with huge databases things go wrong its the life of 1s and 0s

 

[vinylweatherman]

All very well, but there is no way CS should be even hinting that players should continue to deposit until they have a handle on whatever is going wrong. Instead, they should be telling players who's accounts have been affected to hold off from depositing and playing until this issue has been isolated and fixed. The current advice is more about them not wanting to see a reduction in turnover whilst they sort the issues out, but this is certainly NOT in the players' interests, and is not something an accredited casino should be doing.

Accreditation standards don't just apply to the management and rep, they require that front line CS are up to the job of providing a decent level of service to players.

The appearance of a queue for technical support suggests that no matter what individual players may be told, this is an issue affecting a number of accounts, and technical support have become overwhelmed. This may also explain why there is a lengthy and indeterminate waiting time for individual players' issues to be fixed.

 

[jetset]

I'm with Vinyl on this - and the CRM approach appears to leave a lot to be desired.

Look forward to the rep's response here.

 

[winbig]

All very well, but there is no way CS should be even hinting that players should continue to deposit until they have a handle on whatever is going wrong. Instead, they should be telling players who's accounts have been affected to hold off from depositing and playing until this issue has been isolated and fixed.

That's because these online casino "CSR"'s are actually salespeople. Customer service is just secondary. And I'm sure this is management's policies that they're going by, as well....ie: they're told to do whatever it takes to keep a player depositing.

 

[luckysox]

Hello good people!
Pardon my delayed response, I am currently on vacation so I am not online that much and I just found out about this issue. I will check in with the office and see what I can find out and will share an update once I have all the info.

Without a doubt, if there has been funds missing due to a glitch, it will be corrected and put back on the account. Since this sounds like a serious issue, I am sure that several people need to look into it and we also have to communicate with the game provider. All of this will take a bit longer than a usual issue as there is many people involved. Finally, the result is presented to the management who has to authorise the credit transfer.

I'll be back

 

[SlotsMillion]

Hi crikeym8,

Sorry for replying here 4 days after your post, but I am sure you will understand that some cases need time to be analyzed before getting back to the player with the right information.

Yes, this was a case of missing bonus winnings reported by the player on the 27th of July. This type of incidences requires checking several systems, including the game supplier’s to find out where the problem comes from. This is a standard procedure and it does not get more complicated in multi-platform casinos.

The communication between Customer Service, the Technical Department and Provider and backwards has been handle within 2 days. I can understand that, from the customer’s perspective, 48h may already be too much as we all want to get things fixed asap.

Having said that, the incident has been identified and successfully resolved. The missing winnings were refunded to the player’s account as real money on the 29th of July. We also informed the player via email. Please, let us know if the player has not received this email by any chance and we will be happy to resend it.

On the other hand, the chat room messages have been reviewed as we were surprised when we were reading the pieces of the chat conversations posted in the forum. After having had a closer look, we can understand where the disappointment comes from - “Yes, don’t worry, the issue will be solved in 5 minutes” is an answer that we cannot give always. We have a clear policy: we don’t want to and we won’t overpromise and, then, underdeliver.

Also, as this investigation process may take a couple of days, and conversations with the player are taking place during this period, it is also understandable that CS gives updated information. For instance, in the very moment that the incidence happens, players are advised to stop playing or depositing. However, once the issue has been identified and we know that depositing again does not interfere with the investigation, we then give the green light.

If you require further information, we will be more than happy to give you all details you may need through our official Customer Service.

Thanks!

My poor bloody mother is copping it again it seems. She signed up last week, deposited $40 bucks, received a match and 100 free spins. 20 spins over 5 days i believe. Anyway, she lost the deposit /match, came back few days later and played some of her free spins, she won about $4. She also deposited 3 more times without match. So yesterday she was playing starburst and twin spin, at a $1.25 a spin and she won $470, kept playing for another 10 mins the WHAM, all her credits just disappeared. Her account balance was wiped. After speaking to support she was informed she would have to wait till the next day as they couldn't explain what had happened. They acknowledge she lost close to $400 for no apparent reason.

Today she contacts them again, and again, and again for an explanation. The responses have been vague , yet each time she was met with differing excuses. They are claiming their tech department have located the problem yet they cannot credit her account for unknown reasons.

Now what i see as disturbing is some of the language being used by the staff in the chat room , which there is many. Terms like, "when tech support can get around to looking at it" " It wont be fixed today, i dont think the next day either" - " We hope they can figure it out today " - "we know what the problem is, but we cant fix yours yet, we close at midnight and open at ten " - " You managed to wager your bonus money and then something went wrong" - "You may deposit if you wish, we have identified the error, but cannot credit you before tomorrow" - " Try contacting us tomorrow, not much we can do as there is no one here "- day 3 "Im afraid getting an answer from them at tech support might take days"

But what i see as interesting was her last conversation today, when they stated there was a que for tech support. Which makes me believe they have a larger problem than they are letting on.

But when i saw the casino my mother decided to join, was accredited , i acknowledged she researched where she would play. I now realize that these multi platform casinos must be a bloody nightmare to administer should an error occur. Casino operators have to determine which platform the error occurred on then i assume make contact with that companies tech support team. And then its a case of fingers crossed.

At first when reading her chat session i thought she was getting screwed over by slots millions, as was she, but as i stated above, that could also be their issue. Why they didnt take her request and create her a new account and transfer the funds so she could play makes me wonder. They know the amount she is owed, so why make her wait days. The problem aint so bad that they can ask her to deposit, but its too great an issue for casino to credit her account.

*** My suggestion would be to avoid and play at Slots Millions for a few days. It sounds like they have a issue they cant get a handle of. ***** Disappearing credit, and player play history is also incomplete blank in parts *****

 

[crikeym8]

Sorry for the delayed reply. Just had her in my ear saying everything is fine now. Thank you to those involved. Not an error ive ever seen before, hope it is contained once and for all. I would however like to point out just one issue i myself consider is in need of attention, that is her player history only displays deposits and bets made, no mention of wins or losses. As the amount returned is somewhere in the ball park, it impossible to know for sure using the casinos history feature. But i wont get too excited, she seems to be happy now so i can get back to work . Thanks to those involved. And maybe luckysox can have a quick look at his/her pm regarding spins.