Slotsmillion is one of the best

[lockinlove]

Lol. And yet no one from slotsmillion has come on here and said otherwise....

I play regularly at slots million...I never ever take bonuses like some posters...I don’t like the restrictions....so when you say...financial problems...I wonder if I should stop playing there...

Ya I dunno im just annoyed at them just dont get whats up with it I guess. I play there alot too so to purposely not cashing me out for 72 hours and more....rageface

 

[me_and_ed]

Docs approved, w/d still pending, we will see if it gets processed today, I am heading stateside and wont be able to log in and check until Monday so hopefully they will send an email if it has been.

 

[me_and_ed]

No w/d processed email, can't check account but as of yesterday still pending, Easter weekend, this w/d could easily go into next week, that would be 8 days to process.........I am hoping they have processed and just not notified me but chances are slim.

 

[geordiecolin]

I've lost all of my deposits at Slotsmillion so far. I was planning on making another deposit over the weekend but thankfully I have read this thread now

 

[pinnit2014]

Noticed they had ‘depositers via trustly will be prioritised over non when it comes to withdrawals’. So, because iv to withdraw via trustly as they can’t return it to my card, we’ve to take a spot in the queue? They probably need to review how they’re funding their own accounts if that’s the case.

 

[brianmon]

LadyLucks 'Super Sunday' bonus now at 20% for me.. Fuck that for a game of toy soldiers.

 

[lockinlove]

I got my cashout yesterday finally. I wont be playing here until I see how this plays out over the next while.

When reps purposely disappear all together, I am no longer comfortable. At all.

 

[me_and_ed]

Still waiting, in Vegas right now so can't even check to see if it has been processed.

 

[Nicola]

With regret I shall be closing my player account once Easter is over. Chat was terrible yesterday and was left looking foolish even though they were the one at fault.

Decisions like this genuinely make me sad

 

[me_and_ed]

With the amount of negative feedback here and not just about bonuses you would think one of the reps would chime in, sounds like this ship has lost its rudder.

 

[lockinlove]

And I am the OP of this thread

facepalm

 

[Steviedoo]

And I am the OP of this thread

facepalm

And just a short while ago...January...

Charlotte was on the forum yesterday afternoon...

 

[pinnit2014]

30% here - if they want to not offer bonus's then just come out and say so. Replace it with a a decent loyalty scheme. Or in their case ANY LS. Tis a shame - they were heading towards getting most of my deposits but that's dropped to zero. I'm not a business person in the slightest but I'm sure it's meant to be the other way around.

 

[me_and_ed]

Just got home, opened the casino to check the status of my w/d.............Pending withdrawal $2500.00.........I sure as f##k hope this has been processed and I am waiting for the wire to come in.....Mar 26th

 

[Chipkin9]

Just got home, opened the casino to check the status of my w/d.............Pending withdrawal $2500.00.........I sure as f##k hope this has been processed and I am waiting for the wire to come in.....Mar 26th

If the status says "Pending" this means the Casino haven't processed the withdrawal at all to your bank...I wouldn't be a happy bunny if that was me and I made a withdrawal request on the 25th March. 9 bloody days is inexcusable!

 

[Steviedoo]

Just got home, opened the casino to check the status of my w/d.............Pending withdrawal $2500.00.........I sure as f##k hope this has been processed and I am waiting for the wire to come in.....Mar 26th

Omg...have u got in touch with charlotte?

 

[SpinUk]

The Reps will definitely be aware of this thread. In this situation its better to say SOMETHING rather than nothing, even it its the usual "management decision" response, to just leave it makes you really, really don't give a shit about your players.

 

[me_and_ed]

Omg...have u got in touch with charlotte?

Sent her a message this morning, chatted with her a few days back too, sent support an email but crickets.

 

[me_and_ed]

Withdrawal processed today, definitely a little long, I will give them a break with the 2 day bank holiday but still tough to swallow since I have had 3 other withdrawals from VS and Playnow, all those funds were in my bank account within 48hrs.

 

[sapit222]

After reading this thread i have now closed my account at Slotsmillion.

Edit: Well, i thought i did, but i guess they need some more info from me?

Hi Stefan,

Thank you for your email.

Firstly I would like to say that I am very sorry to hear that you decided to close your account with us.

I have now paused the account temporarily for you.

In order to complete the closure request can you please provide the following:

- First Name:
- Surname:
- Date of Birth:
- Address:
- Phone Number:
- Username:
- Email address:
-Reason for closure:
-Duration of closure:

As we here always strive to make our players experience as enjoyable as we can, your feedback would be greatly appreciated!



Kind regards,

 

[Charlotte]

Hello everyone,

I believe this post will be a long one, let me start by apologizing for not giving you any feedback for a couple of weeks. The situation is hard to explain without saying enough and we cannot say too much either as there are information we cannot disclose and we had to prepare a proper answer.

Both SlotsMillion and LadyLucks are currently the target of several bonus abusing fraud rings. LL since mid January, SM since mi February. We are not the first operator to whom it happened, although we have a quite unusual feature on the UK market where players are used to Playtech's mechanics that ties the real money to the bonus, which ours don't.

I said ring, what is it about and what do they look like? We spotted several groups, each one with its specificity, some of them composed of a dozen players, some more "industrial" which we related to more than a thousand accounts. Regardless of the way they do it, they all work on the principle that a mass of people putting in common their cash will eventually beat the casino by abusing its bonus system. Imagine a hundred players depositing to get the welcome offer; some will lose all, some will win with real, some will win with bonus. If they withdraw and share their winnings, they statistically take more money out than they have put in, because of the bonus.

On top of the Welcome Offer, the dozens of losing players might get generous "consolation" bonuses from the casino, maybe worth entering in another loop of depositing, getting the money out and sharing.

For those who don't know, this mechanism of grouping to abuse the bonus is called collusion. It is forbidden by our Terms and Conditions and in theory also by the regulations (MGA and UKGC)

Naturally, in order to have the best chances of result, they also use mechanisms to maximize their chances of turning the bonus to real. We actually have nothing against players who do their best to maximize their bonuses, what we condemn is the collusion behind those mechanisms. While some rings are pretty traditional (real players register in group to a casino to abuse the Welcome Offer and just leave) for some of them the user behind the screen is not the person named in the account; they payed people to provide them with ID and Utility Bills and some mechanical turks use this database of identities on dozens of casinos every week.

Whether we talk about traditional abusers or organized rings, that is not the kind of accounts we want. I can't even call them players, because they don't play, they only follow the same patterns over and over again to grab a little bit of cash in the long run.

Unfortunately, collusion is hard to spot and to stop. Also I must say, we come from other markets less challenging fraud-wise, we clearly weren't ready for the UK market and it was quite a feast when we arrived.

We lost a considerable amount of money (don't worry Lockinlove, we're still doing good ) from the bonus we granted to phantom accounts - while on the other hand real players didn't get as much as they should have, but that is not the biggest problem. The biggest problem is that all this has been stressing our platform and our staff (CS, Risk, Payment) with hundreds of those fake accounts created weekly that have no intention to ever come back on which we are wasting our time and resources. Like a human DDOS lasting for several weeks. All of this is causing a lot of delays in Document verification, Withdrawal processing, spams our CS and makes our fraud analysts sweat round the clock - even having doubled our staff.

Like I said, the main reason we are a target is that our bonus system is built in a more player-friendly way than most casinos on the UK market as it is not tied in any way to the real money. This aspect is the core spirit of our bonus and we really don't want to give it up: the player should be free to withdraw his winnings at any time. In addition, this is a kind of high rolling bonus: you have few chances of turning it to real, but in average you will turn to real more than 10 times your initial bonus.

We considered changing our bonus system to counter these frauds, but we really don't want to, we like to keep it different. We have the plan of developing a more "cashback" like bonus like most casinos out there (because it seems cool too), but we like our big hit bonus so for the moment we decided to face those frauds some other ways and hold on to what we have.

The main problem being the fact that we used to grant 50% bonus every week to all players without differenciating them, making some "new circles of fraud" possible over and over again, we stopped that.

The second problem lied in the mechanism of bonus maximization, which we limited by reducing the bonus wagering of a dozen games and lowering the maximum bet amount. Again, we have nothing against maximizing bonus chances but considering the context we preferred to close that door for some time to reduce our exposure.
And obviously in parallel, we're improving our fraud detection system and hopefully in few weeks most of the problem will be gone.

We know those measures are drastic and excessive, and we know they impact a lot of good players in a negative way, although they have done a lot of good so far. They are a quick response to an emerging threat, and we intend to soften those measures little by little and eventually remove them when our fraud detection will be updated with better countermeasures and we will know this kind of fraud isn't to be worried about anymore. We also need to make our product smarter - for instance the creation of the so-requested reward system would be a good way for us to give the bonus money to real gamblers and not to phantom accounts.

Another reason why we are impacting so many "real" players is that unfortunately our system isn't made to handle our markets so differently (we never considered having different terms and settings on certain countries, which restrospectively was a mistake to enter the UK market). Lesson learned, we are working on segregating our terms and configurations better.

Before somebody asks the question, let me say a word about regulation. For having talked to other casino operators who have faced - or are facing the same kind of fraud rings and tried to get some support, regulators don't understand or take in consideration collusion. Even showing them proofs (forums where some individuals clearly declare they own several dozens of accounts on a casino or clearly identical patterns detected - like the same 50 accounts logging-in every day at 5 minutes interval in the same order) doesn't seem to convince them that there is a problem - in case of a dispute with those players, the casino will always lose, this kind of fraud is way beyond their comprehension.

Since it is clear we will get no support from the regulation, we decided to be as conservative as possible. You might have heard that some casinos are closing the UK market, some of them removing their Welcome Offer or closing registration but keeping their existing players. We are friends with some operators and we talk openly about it: the UK market is filled with organized frauds to the point where it is toxic now for casino operators and some prefer to pull out. Obviously the rather "complicated" framework imposed by the UKGC doesn't encourage operators either.

Interestingly, our investigation of the settling UK fraud rings on our casinos highlighted some other fraud groups that were there for a while on other jurisdictions which we will take down with the same stone - those were slightly more subtle to detect and pretty harmless and they kind of went below the radar until we started the hunt.

We know that from your perspective, bonus money is important and it is for some of you what might make the difference between a casino and another. We have built and are polishing a manual reward plan based on players' history and profile analysis which will eventually be automated and advertised properly. However for us, re-upping the "public" recurring promotions available to anyone is not a priority, if we ever up them back again. We have a good real-player base, so we choose to decrease considerably the budget for public promotions and spend the rest on our real gamblers. While we improve our fraud detection system we also implement some automated payout methods for trusted players for them to be paid instantly, and keep improving the core of the product: with more games (IGT, Novomatic soon, Scientific Games in May) and the launch of our Slots Tournaments.

In few words, a lot of changes have been done already and more will come. Some of them were made to protect ourselves of the current context, and will be removed when they will not be necessary anymore.

Before ending this post, I'd like to say we are also considering removing the cash welcome offer - since it is undoubtedly the most appealing point of entry for this kind of frauds. Although this is a big decision and we would have to replace it with an equally "non abusable" interesting welcome package. For those who are interested in the topic, I recommend reading this getting old post

You do not have permission to view link Log in or register now.

and the thread about it on CasinoMeister

I don't expect this post to have brought you any immediate satisfaction but it might have given you some context and explanations about why all these changes are happening and what direction we are going to. If you like our casino and our philosophy I suggest you stick with us, stay in touch with our CS and stay subscribed to our manual promotions. Things are going to change for sure, but I can assure you we intend it to be for the good of our players.

Regards

 

[The Dude]

Before somebody asks the question, let me say a word about regulation. For having talked to other casino operators who have faced - or are facing the same kind of fraud rings and tried to get some support, regulators don't understand or take in consideration collusion. Even showing them proofs (forums where some individuals clearly declare they own several dozens of accounts on a casino or clearly identical patterns detected - like the same 50 accounts logging-in every day at 5 minutes interval in the same order) doesn't seem to convince them that there is a problem - in case of a dispute with those players, the casino will always lose, this kind of fraud is way beyond their comprehension...

This is one of the primary reasons why we pulled our application as an ADR from the UKGC. I'm pretty sure this is why thePogg backed out as well. The UKGC does not fully understand the complexity of player fraud and their tactics. We do - and I am proud to say we've busted out hundreds if not thousands of these douchebags.

 

[interlog]

I find it rather ironic that because of the interference of the UKGC insisting that casinos keep bonus and real money separate, this encourages the fraudulent players to bombard the casinos, it in turn resulting in casinos considering withdrawing from the UK market. The genuine players will therefore lose out in the long term.

I said from the word go, that this UKGC interference is no good for the players.

Though I live in the UK, I really hate the prevalent "blame everyone else but myself" attitude. The UKGC is looking after the interest of those with that kind of attitude.

 

[Smithyy]

Hello everyone,

I believe this post will be a long one, let me start by apologizing for not giving you any feedback for a couple of weeks. The situation is hard to explain without saying enough and we cannot say too much either as there are information we cannot disclose and we had to prepare a proper answer.

Both SlotsMillion and LadyLucks are currently the target of several bonus abusing fraud rings. LL since mid January, SM since mi February. We are not the first operator to whom it happened, although we have a quite unusual feature on the UK market where players are used to Playtech's mechanics that ties the real money to the bonus, which ours don't.

I said ring, what is it about and what do they look like? We spotted several groups, each one with its specificity, some of them composed of a dozen players, some more "industrial" which we related to more than a thousand accounts. Regardless of the way they do it, they all work on the principle that a mass of people putting in common their cash will eventually beat the casino by abusing its bonus system. Imagine a hundred players depositing to get the welcome offer; some will lose all, some will win with real, some will win with bonus. If they withdraw and share their winnings, they statistically take more money out than they have put in, because of the bonus.

On top of the Welcome Offer, the dozens of losing players might get generous "consolation" bonuses from the casino, maybe worth entering in another loop of depositing, getting the money out and sharing.

For those who don't know, this mechanism of grouping to abuse the bonus is called collusion. It is forbidden by our Terms and Conditions and in theory also by the regulations (MGA and UKGC)

Naturally, in order to have the best chances of result, they also use mechanisms to maximize their chances of turning the bonus to real. We actually have nothing against players who do their best to maximize their bonuses, what we condemn is the collusion behind those mechanisms. While some rings are pretty traditional (real players register in group to a casino to abuse the Welcome Offer and just leave) for some of them the user behind the screen is not the person named in the account; they payed people to provide them with ID and Utility Bills and some mechanical turks use this database of identities on dozens of casinos every week.

Whether we talk about traditional abusers or organized rings, that is not the kind of accounts we want. I can't even call them players, because they don't play, they only follow the same patterns over and over again to grab a little bit of cash in the long run.

Us of fraud" possible over and over again, we stopped that.

The second problem lied in the mechanism of bonus maximization, which we limited by reducing the bonus wagering of a dozen games and lowering the maximum bet amount. Again, we have nothing against maximizing bonus chances but considering the context we preferred to close that door for some time to reduce our exposure.
And obviously in parallel, we're improving our fraud detection system and hopefully in few weeks most of the problem will be gone.

We know those measures are drastic and excessive, and we know they impact a lot of good players in a negative way, although they have done a lot of good so far. They are a quick response to an emerging threat, and we intend to soften those measures little by little and eventually remove them when our fraud detection will be updated with better countermeasures and we will know this kind of fraud isn't to be worried about anymore. We also need to make our product smarter - for instance the creation of the so-requested reward system would be a good way for us to give the bonus money to real gamblers and not to phantom accounts.

Another reason why we are impacting so many "real" players is that unfortunately our system isn't made to handle our markets so differently (we never considered having different terms and settings on certain countries, which restrospectively was a mistake to enter the UK market). Lesson learned, we are working on segregating our terms and configurations better.

Before somebody asks the question, let me say a word about regulation. For having talked to other casino operators who have faced - or are facing the same kind of fraud rings and tried to get some support, regulators don't understand or take in consideration collusion. Even showing them proofs (forums where some individuals clearly declare they own several dozens of accounts on a casino or clearly identical patterns detected - like the same 50 accounts logging-in every day at 5 minutes interval in the same order) doesn't seem to convince them that there is a problem - in case of a dispute with those players, the casino will always lose, this kind of fraud is way beyond their comprehension.
ntific Games in May) and the launch of our Slots Tournaments.

In few words, a lot of changes have been done already and more will come. Some of them were made to protect ourselves of the current context, and will be removed when they will not be necessary anymore.

Before ending this post, I'd like to say we are also considering removing the cash welcome offer - since it is undoubtedly the most appealing point of entry for this kind of frauds. Although this is a big decision and we would have to replace it with an equally "non abusable" interesting welcome package. For those who are interested in the topic, I recommend reading this getting old post [LINKHL]1773[/LINKHL] and the thread about it [LINKHL]1774[/LINKHL]

I don't expect this post to have brought you any immediate satisfaction but it might have given you some context and explanations about why all these changes are happening and what direction we are going to. If you like our casino and our philosophy I suggest you stick with us, stay in touch with our CS and stay subscribed to our manual promotions. Things are going to change for sure, but I can assure you we intend it to be for the good of our players.

Regards

Hello everyone,

I believe this post will be a long one, let me start by apologizing for not giving you any feedback for a couple of weeks. The situation is hard to explain without saying enough and we cannot say too much either as there are information we cannot disclose and we had to prepare a proper answer.

Both SlotsMillion and LadyLucks are currently the target of several bonus abusing fraud rings. LL since mid January, SM since mi February. We are not the first operator to whom it happened, although we have a quite unusual feature on the UK market where players are used to Playtech's mechanics that ties the real money to the bonus, which ours don't.

I said ring, what is it about and what do they look like? We spotted several groups, each one with its specificity, some of them composed of a dozen players, some more "industrial" which we related to more than a thousand accounts. Regardless of the way they do it, they all work on the principle that a mass of people putting in common their cash will eventually beat the casino by abusing its bonus system. Imagine a hundred players depositing to get the welcome offer; some will lose all, some will win with real, some will win with bonus. If they withdraw and share their winnings, they statistically take more money out than they have put in, because of the bonus.


Regards

I think that's a stand-up response, and it's great to see you providing your players so much details and information. So thank you, first of all, for that.

My only gripe, is that - while I fully appreciate the situation you, as a casino are in - as a player, I 'could care less', (although that sounds harsher than I meant lol)

You used to be incredibly generous with bonuses, and I would play 1-2K each week. Now, when I';m offered a £10 bonus after losing £750, it's just a bit of an insult more than anything.

of course, you're not oblidged to give out bonuses by any stretch - but with no rewards or loyalty system in place currently, I found it good the old arrangement. So here's hoping it can get back!

Despite all the criticism though, you and the whole SlotsMillion team have always acted in an incredibly professional and friendly manner - and I hope to come back to making the casino my sole playing site

Thank you!

 

[Charlotte]

Hello zonalkman,

First of all, thank you for your feedback

You used to be incredibly generous with bonuses, and I would play 1-2K each week.

We did lower down considerably the public promotions, however we also increased significantly our budget for CS and Marketing bonuses. We still are generous with bonuses, we simply intend to be more careful about who we give it to. If you are a real player (understand in this context: not a bot, a turk, or member of a ring) you will benefit of it from other campaigns.

Now, when I';m offered a £10 bonus after losing £750, it's just a bit of an insult more than anything.

I agree with you and I can assure you that this scenario is nowhere near the bonusing policy we have. If you provide me your username, I can take a look at your account and see if it has been under-rewarded. I have found an account that might be yours, but I can see we have been more than generous with it. If this is the one I have to say I am a bit surprised by your reaction but we can discuss it further if you'd like. I am allowed to discuss our bonusing policy in public and that's the way we get feedbacks.

Regards