Slotsmillion withdrawal delay

[Sonict]

@Casinomeister Maybe it is time to update the SlotsMillion review and possibly put them in the grey zone? Slow withdrawals and a rep not responding quick is an issue. Even I don't want to play here as waiting days to get a cashout wouldn't be fun!

 

[me_and_ed]

I still don't get it, they must pick and choose, my withdrawals are like clockwork, 36 hrs and in my account, these withdrawals have not been small amounts either, 4 and just shy of 5 figures, I won't complain but it is concerning hearing all these delays.

 

[Thomas-SlotsMillion]

Hi guys,

We're sorry for the lack of responsiveness on the forum lately. As you might know, Charlotte is our Head of Product and although she is very keen and willing to assist you here, her main role and responsibilities remain outside of the forum. Meanwhile, I'm happy to have a look myself at your respective issues and give you proper answers as fast as I can. Please, send me private messages so I can easily get back to you and not miss anyone.

We are aware that some of you have been experiencing delays with your withdrawals. For customers based outside Europe and requesting withdrawals via bank transfer, the main reason for the recent delays is due to the fact that we use a third party processor and sometimes payments go through several intermediary banks before reaching you. We know this isn't the most optimal process and this is why we are working on adding more payment methods for all of you. For instance, Canadian customers can now use Ecopayz, Interac and very soon, Inpay. For German customers, we also added Skrill and very soon will also come Neteller. If there is any other payment method you would like to see added to SlotsMillion, feel free to suggest any.

Waiting for your PMs

Kind regards,
Thomas - SlotsMillion.

P.S. The ship is not sinking We know what we have to improve internally and have already been working on those aspects for several months. It will certainly still take a bit of time to be up to the higher standards we are aiming for but trust me, we are on it.

 

[Okman]

Really appreciate the well thought out response here Thomas. Fingers crossed my issues are resolved ASAP and I can keep getting frustrated at not hitting a retrigger on The Final Countdown without worrying about backend problems

 

[mina1929]

Hi guys,

We're sorry for the lack of responsiveness on the forum lately. As you might know, Charlotte is our Head of Product and although she is very keen and willing to assist you here, her main role and responsibilities remain outside of the forum. Meanwhile, I'm happy to have a look myself at your respective issues and give you proper answers as fast as I can. Please, send me private messages so I can easily get back to you and not miss anyone.

We are aware that some of you have been experiencing delays with your withdrawals. For customers based outside Europe and requesting withdrawals via bank transfer, the main reason for the recent delays is due to the fact that we use a third party processor and sometimes payments go through several intermediary banks before reaching you. We know this isn't the most optimal process and this is why we are working on adding more payment methods for all of you. For instance, Canadian customers can now use Ecopayz, Interac and very soon, Inpay. For German customers, we also added Skrill and very soon will also come Neteller. If there is any other payment method you would like to see added to SlotsMillion, feel free to suggest any.

Waiting for your PMs

Kind regards,
Thomas - SlotsMillion.

P.S. The ship is not sinking We know what we have to improve internally and have already been working on those aspects for several months. It will certainly still take a bit of time to be up to the higher standards we are aiming for but trust me, we are on it.

Hi Thomas

Neosurf would be a good deposit method

 

[smcinoz]

Like okman waiting on a withdrawal from 7th march.

Doing the email dance back and forth and now issues with bank statements simply because i get a formal statement every 3 months and can only generate a transaction history. The internet banking transaction history overlaps where my last statement ends and confirms all deposits, withdrawals and balances. Still not good enough as no name on it yet has all the account information etc.

Have to now find out what the bank can give me , probably going to be charged a stupid amount of money to get it just to keep them happy.

Maybe I'll then be told then that its in the wrong font or has not been certified and signed in triplicate by a benedictine monk

 

[Okman]

Like okman waiting on a withdrawal from 7th march.

Doing the email dance back and forth and now issues with bank statements simply because i get a formal statement every 3 months and can only generate a transaction history. The internet banking transaction history overlaps where my last statement ends and confirms all deposits, withdrawals and balances. Still not good enough as no name on it yet has all the account information etc.

Have to now find out what the bank can give me , probably going to be charged a stupid amount of money to get it just to keep them happy.

Maybe I'll then be told then that its in the wrong font or has not been certified and signed in triplicate by a benedictine monk

I feel your pain, took about a month until I received withdrawals. Had one approved since last week that should be with me in the next few days according to them. I need to get a few more reasonable timeframe withdrawals before I commit fully to them, and I mean they are nice enough, the x48 wagering on parachute bonuses is a bit harsh but hey.

I will take a moment to give full credit to @Thomas-SlotsMillion however, he really took ownership of my protracted issue and steered it to resolution. Top marks for him, his approach to customer service is light years ahead of what’s offered by their support team. Maybe flick him a message and see if he could track down what’s happening for you?

 

[smcinoz]

I feel your pain, took about a month until I received withdrawals. Had one approved since last week that should be with me in the next few days according to them. I need to get a few more reasonable timeframe withdrawals before I commit fully to them, and I mean they are nice enough, the x48 wagering on parachute bonuses is a bit harsh but hey.

I will take a moment to give full credit to @Thomas-SlotsMillion however, he really took ownership of my protracted issue and steered it to resolution. Top marks for him, his approach to customer service is light years ahead of what’s offered by their support team. Maybe flick him a message and see if he could track down what’s happening for you?

I'll fulfill their request and see what comes about after that. Going to be ropeable if i get more smoke blown up the colloquial.

I get support at times is limited in what they can tell you. Keeping people in the dark about things to me is really poor service.

To go 3 , 4 weeks with replies of its being looked into and then get told something that could have been the very first reply if things were actually looked at to begin with. Feels to often you are getting strung along.

Good to hear your matter got sorted out eventually

 

[Thomas-SlotsMillion]

Hi smcinoz,

I just forwarded your feedback to our Payment manager. As soon as I hear back from her, I will update you.

Sorry you have to go through this long waiting period.

Thomas

 

[Okman]

I'll fulfill their request and see what comes about after that. Going to be ropeable if i get more smoke blown up the colloquial.

I get support at times is limited in what they can tell you. Keeping people in the dark about things to me is really poor service.

To go 3 , 4 weeks with replies of its being looked into and then get told something that could have been the very first reply if things were actually looked at to begin with. Feels to often you are getting strung along.

Good to hear your matter got sorted out eventually

Withdrawal hit my account this afternoon if it’s any consolation to you, at least to put the mind a little at rest that money will come. I think it’s just the intermediary banks that stuff us around, at least they are the whipping boy for situations such as ours.

 

[smcinoz]

Withdrawal hit my account this afternoon if it’s any consolation to you, at least to put the mind a little at rest that money will come. I think it’s just the intermediary banks that stuff us around, at least they are the whipping boy for situations such as ours.

Did you get any indication as to what problem was

When did they say funds being resent

Shame had to go through all this when previous transfers took all of 2 or 3 days

 

[Okman]

Did you get any indication as to what problem was

When did they say funds being resent

Shame had to go through all this when previous transfers took all of 2 or 3 days

For the initial problems they said that my BSB number was incorrect, however I had received a smaller withdrawal during the same period of time, so I am inclined to believe it was the fact they were two low four figure amounts more than anything or just a stuff up on the third party processors behalf.

My wait from approval to bank account seems to run anywhere from 2-5 business days, based on my most recent taking a week and a day.

My advice is just keep at them. Also with your statement problem, if you load your bank transaction history and click Print on your browser, it should give you the option to save that date range information as a PDF. Chances are you will probably have to wait a full month though, as it will need to “bounce back from the processor” before they will “resend”. They haven’t NOT paid me yet, so I still have faith in them, albeit it with some discretion. Good luck.

 

[smcinoz]

Hmm so still no payment for you either and approaching two months.

Rep given you any update recently

Im all ok with the pdf side of things.

Expecting a client to wait on bounced payments if a mistake is made by their processor is a bit pathetic. Those are their problems , dont make it your players.

Shoe was on the other foot id say the expectation on them to a player would be to demand things within timeframes or legal action would be taken

 

[Lucky Loser]

I'm also still waiting on a payment to my bank accouint since 11 April. I used to get paid very quickly in the past.

 

[SpinUk]

They shut their sister site recently and loads of people complaining about slow pay. #cashflowproblems

 

[pinnit2014]

Last few have been ok : one at 1am was processed 8 hour later: are they doing weekend processing now?

 

[smcinoz]

And the saga continues

Beyond pathetic

They have a bank issued statement from 18 January 2019 to 20 March 2019

I dont get my next bank issued statement until next month so i get an interim statement prepared by the bank from 20 March 2019 until the day i request it.

And what do i get now
Thank you for getting back to us.



"I regret to inform you that we are unable to continue with this investigation without a valid Bank Statement showing transactions
from the time of the withdrawal been sent out by us 2019-03-07 until today, as we have no proof of this withdrawal not to be arrived to your bank.

We highly advise you to reach out to your bank and request them Bank Statement as PDF format, covering the dates from 07/03/2019 until 13/05/2019,
as they are surely able to provide this for you.

Your cooperation is highly appreciated and we hope to hear from you soon. "


So basically i ask and supply something to only be told because it takes them a week to look at it they then need the extra days

How about you look at it on the day i supply it then FFS

 

[smcinoz]

How do i get this to attention of rep

I have already PMd but i want a reply out in the open space

 

[dionysus]

How do i get this to attention of rep

I have already PMd but i want a reply out in the open space

well, you can flag a rep thusly - @Thomas-SlotsMillion
However, reps are only required to address issues, not address them publicly; they may and often do, opt to work via pm or email, especially with sensitive information and specific account details

 

[smcinoz]

If it is to do with their processes and procedures then no personal information is divulged.

 

[dionysus]

If it is to do with their processes and procedures then no personal information is divulged.

I'm just saying they may opt to post (or not) a general statement; if you arent getting responses or moving forward or in contact with the rep regarding your case, a PAB may be your best bet.

 

[smcinoz]

Gone to a branch got another interim and resent

Lets see what fairy tale reply i get this time

 

[Bloatgoat]

@trancemonkey Millions of bankroll you said?

Multiple users being delayed on behalf of having their payment.

 

[trancemonkey]

@trancemonkey Millions of bankroll you said?

Multiple users being delayed on behalf of having their payment.

I have no idea what you're talking about...

 

[smcinoz]

a PAB may be your best bet.

Would hope would not get to that point

Ignoring and supplying a person with no real information makes processes like this super frustrating and is poor customer service.

Copy and paste responses start to wear a bit thin.

And when it feels like your patience and tolerance is being taken advantage of , the fuse starts to get a bit shorter.


@Thomas-SlotsMillion