Slotsmillion withdrawal

[Charlotte]

Also the problem is Charlotte, your competitors now process payments so quickly - within the hour/same day usually - next day max.

It becomes concerning when a site like SM leaves a fully verified members WD pending for 2 days, doesn't send any email even recognising the WD, let alone explaining any delays, and doesn't have any timescales etc on site and can't offer any time frame for payments.

I don't know if me contacting you sped up my WD somehow - but if it did, although I thank you, it shouldn't have been necessary to do so Xx

Hello,

We received the transfer yesterday end of day so I guess they flushed the pending Trustly withdrawals.

Thank you for both your feedbacks. We are about to review the withdrawal processes to make some changes so these issues cannot occur anymore and players can withdraw with the methods they are the most familiar/comfortable with. I'll keep the thread updated.

Regards

 

[lewisnadasurf]

Made my monthly £50 deposit on SM on Thursday morning around 7am and won a small amount and withdrew £85.

Aware this was a new card I was using so sent off docs at around 9am Thursday morning.

Tick tock

I chased my withdrawal yesterday who said “we haven’t processed your withdrawal as our finance team aren’t in weekends to authorise your card”

I mean wow. They had a full 48 business hours to check my new card and make the withdrawal
And now appears I’m going to have to wait about 5 days just for a withdrawal and I was proactive.

Not very impressive I have got to say.

 

[vince69]

I am really disappointed with slotsmillion withdrawal system . After waiting all weekend I finally get to withdraw £1000. I have to prompt them to determine if they want my docs etc. Then reply that I have not given pic of the debit card used last year for small deposit. The card they give is not the correct number and I tell them I do not have this card etc etc. They then tell me it was typo error and I send in pic of that card. I come to withdraw and I was given options that I had not recently and mostly deposited with. I choose the bank account that I made a small deposit with. Told I cannot use that method and have to withdraw back to my most recent deposit method. This went on for a while until they understood they were not giving me that option on withdrawal link. Finally make withdrawal again after they agree I can withdraw back to Lloyds account. As it was bank holiday I was expecting the money on the next day. It is now 9 days since I first requested the withdrawal and still no money in account. It has been 5 working days. What a complete shambles and a time consuming and stressful episode. It is not acceptable to expect players to run around looking for the money they won.

 

[vince69]

Just been told my withdrawal is back in my account!!!!!!!!!!!!!!!!!! Now saying to wait another 2 days for it to be processed. I will never play here again. God knows when I will receive the money

 

[Charlotte]

Hello vince69,

I am sorry the process was a little tedious, although switching method for a small deposit before withdrawing funds triggers a potential money laundering attempt alert (as I believe it would in most casinos) and we had to investigate it a little before clearing the withdrawal request. I understand you didn't mean anything wrong, although that has generated more verifications.

Regarding the document verification, please keep in mind that your Lobby informs you and allows you to upload the documentation that will be required for your next withdrawal, you are free to provide them whenever you want, although you have to know it is mandatory to cash out and your withdrawal request does not even get in the queue until your documents are confirmed.

I am sorry for the delays on your withdrawal. I just saw your PM confirming that the payment went through earlier. Please tell me if there is anything I can help you with.

Regards

 

[vince69]

I was already verified. My documents were sent and approved. I tried to withdraw to the method of deposit but was told I had to withdraw via trustly. I withdrew to my Lloyds card account because I had made a small deposit last year. It is not my fault you do not allow withdrawals back to cards. I waited all of this time and was told it had been sent. In fact you are now telling me it was a security alert , money laundering etc because I withdrew to the only method open to me. What a joke, blaming the customer. I will close my account asap. Really dreadful service all round, especially trying to insinuate my actions triggered a security alert!!! wowee.
Bye slotsmillions

 

[Charlotte]

Hello Vince,

I am sorry you take it this way, I didn't intend to start an argument nor put any particular blame on you, although I did think it deserved a little more information. You did upload your documents the day you made your withdrawal request, I didn't aim to imply otherwise. However I did explain that if you had sent your documentation earlier we wouldn't have had to block your withdrawal until the verification was complete. Sooner than later, the regulation may force casinos to request KYC verification upon registration precisely because players feel they are "trapped" at the withdrawal process, and I just meant to highlight that (at least with us as I don't know for other operators) if the documents are sent at the withdrawal request it is because the customer chose not to send them earlier as we do provide information about required documents in early stage. I am sorry if this is offensive to you, but it is not less true.

The UKGC revises the operators' code of practice following complaints and feedback from customers. I believe players draw the path of their own regulation and in particular this kind of perception leads us in a direction that I personally find regrettable for everyone. I admit this goes beyond the scope of this topic and I understand why we wouldn't agree on this point.

Regarding the AML check, I am not surprised the agents didn't tell you about it because it's a procedure that we conduct silently, I just thought you might want to know why there was this fuss around the methods you used to deposit vs the method you used for withdrawal. If you deposit let's say £1000 with one account and right before your withdrawal another £20 with another account (already used or not), you will raise any casino's AML alert and that will generate extra questions, I don't believe this is only with us. Again, I didn't mean to accuse you to have had any particular intent or blame you, only to explain why all the fuss. Although I suppose from your reaction that you weren't really looking for an explanation and it was un-necessary.

Congratulations on your winnings, I am sorry it created so many worries to you. I wish you good luck for the future

Regards

 

[vince69]

I'm sorry but that simply is not true. I was asked to verify my account after depositing and playing by sending in my passport document. I did this otherwise I would not have been able to continue playing. It is only when I withdrew after making a deposit of £200 that I asked if my docs would be required and sent the card docs etc. The deposit of £200 was about a fith of all deposits made to that date. I did not make large deposits and then small deposits just before withdrawing and the bank account was connected to a debit card deposit I made last year for £100. I made 2 smaller deposits after the withdrawal was apparently processed as I had lowered my deposit limit, but this was about a week after the withdrawal request and would not have impacted on that withdrawal. The truth is that I was NOT allowed to withdraw to my larger depositing method although I asked for this. The only option was to withdraw to the bank account connected to the debit card. So I had already verified via my passport before the deposits. I only withdrew to the debit card because that was what I was told to do. You are making this worse by these excuses. I am not an idiot and neither is any one else reading this. If you were concerned about fraud why did you process the withdrawal today? You were given no more information in the last week that could of added to the security concerning this transaction. By insisting it was somehow otherwise is misleading and transparently disingenuous. Better to just admit the payment from start to finish was messed up and not allowing players to withdraw to their depositing method is a problem slotsmillion have created. To state that this was why my payment was treated as suspicious shows a lack of integrity.

I will not play here again and may I suggest that next time you delay a payment you own up and do not create elaborate stories to cover it up. I see from reviews on here and on other sites that this has happened several times and also recall the explanation being more honest than the one given here.