RESOLVED.....SLOTOCASH doesn't follow it's own payment processing rules

Well you would think they would have changed their tune by now but I guess that was too much to ask for.  After the last fiasco with them when it took them almost a month to process my withdrawal,  I stopped depositing for a while.

I would get promotions in my email but I pretty much had decided that I wasn't going to put myself through the aggravation of having to pull teeth if I won and cashed out again, so I would just ignore them.

Well, last week, I got an email for a VIP added Spins coupon in my email.  It looked fun and didn't require a big deposit, so I decided I would make a small deposit and have some fun with the spins.  I deposited $30 and got the spins for a little fun. Never thought I would even get close to play through, let alone, end up being able to withdraw, but somehow I ended up cashing out $2003 last Sunday morning around 2:30 am.

The payment processing nightmare has once again ensued. Since I last visited them, they have added WU as a payment option, just like Jackpot Capital does and I knew that JC processes those types of payments really quick so I requested my withdrawal via WU, even though it was going to cost me a $180 fee for it.  Small price to pay to have your payment processed quickly and efficiently, HA, wishful thinking! 

I checked on the withdrawal with support on Tuesday evening and was told that it would be sent to me via WU and I would have it on Friday (which was today), well, I should have known better.  Not only did they lie to me again, they actually had the gall to send me an email telling me their "rules" regarding withdrawals. 

To bad they don't even follow the rules that they made a point of sending to me.  Here is what they sent me early this Friday evening: 

Thank  you for contacting Casino Support.

After review of the account, your withdrawal was requested earlier today.

Payouts are processed Monday – Fridays (business days) only.

Your withdrawal will only be sent to our processing department after a 48 hour (business days only) pending period. e.g. if you request a payout on a Monday at 10AM EST, it will only be sent to the processing department on Wednesday 10AM EST and only after would the processing occur (within 48 hours)

You should receive an update in regards to your payout on Wednesday, if you are not contacted feel free to reach out to us via email, chat or phone.

Should you require any further information or assistance, please feel free to contact us at the below-mentioned telephone numbers and/or e-mail address.

Enjoy playing in the casino!

Yours Sincerely,

Morgan
Slotocash Casino Support

Hmmm, they really might want to check their records before they basically call a player out.  They called me out and I call them out right here on this forum, right back.  I did not request it today, I requested it last Sunday morning! 

7/13/2014 2:32:57 AM DF-WesternUnion Withdrawal Requested ($2,003.09)

My payout was requested at 2 32 am July 13th which was Sunday morning which means that it should have been sent to the processing department Wednesday morning at 2 32 am, according to what they said were "their rules" above.

SO, technically, if I am reading it correctly,  it should have been processed by now, right? My payout was requested BEFORE Monday July 14th so it would have been counted as being requested at 2:32 am Monday morning and if it had to sit for 48 hours pending that would be Wednesday July 16th at 2 32 am which also means that it should have been processed within 48 hours of that time which would have been 2:32 am this morning.

So, according to the casino rules, "Your withdrawal will only be sent to our processing department after a 48 hour (business days only) pending period. e.g. if you request a payout on a Monday at 10AM EST, it will only be sent to the processing department on Wednesday 10AM ESTand only after would the processing occur (within 48 hours)"

Gee, I guess I should really be pissed for not getting it today, if they want to go ahead and spout off their rules to a player, then they should not be surprised that a player is going to go ahead and call them out on a public forum in regards to not following their own protocol. 

Since the actual withdrawal was requested this past Sunday, this past Monday is when it should have started pending, Wednesday is when it should have started processing and Friday (today), at the latest, it should have been received via WU by me.  Right? 

So someone explain to me how Sunday withdrawal request turned into Friday withdrawal request ( 5 days later) and then pending for 48 hours which should have been this past Mon - Wed, has now turned into Mon - Wed of next week BEFORE it is being sent to the processing. department?

I had to come and ask you guys because the Rep is not answering my inquiries and the casino doesn't even seem to know or follow their own rules.  Why even bother putting rules in place, let alone expect a player to follow them when the casino itself, doesn't even follow them? 

I wish these places would just be honest and do the right thing and not lie and piss off the very people who keep them in business. 

I've emailed the rep direct.  Hopefully, you will get a response.

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After some thinking, I felt that I should apologize to the rep (Sloto), this is not her fault and I know she tries to actually address the players issues.  It probably isn't always easy having to be the liason between the player and the casino when there is an issue. 

However, it would be nice if just once, the casino would step back and look at the situation from the player's point of view.  If the casino had to wait for the deposit money until way after the player actually deposited and played, do you think they would be happy about it? How would they feel if they had to wait weeks or even months or possibly not getting the deposit money at all? 

I NEVER had any issues with any Microgaming casino when they were accepting US players.  If I deposited, played and withdrew, I ALWAYS had my winnings within 48 hours of requesting my withdrawal.  They even gave the option to "flush" your withdrawal so you wouldn't have to wait the pending time you would with a regular withdrawal, if that is what the player wanted.

Why a casino can't honor a player's request in a fast and efficient manner is beyond me.  If I had a business where my very existence depended on the very people that I am pissing off, I would probably think of a better way to communicate with the people who actually DO pay my bills and find ways to keep them happy.

Why on earth would you bite the hand that feeds you? 

My last large Slotocash WU took the full 7 business days that were advertised.  I requested a pay out Saturday evening, and I didn't get it until Wednedsay early morning of the next week.  This pay out was a larger one.
Now on the other hand my smaller pay out that was processed on Tuesday and I got it on Thursday.  I honestly believe it all has to do with, the larger the pay out the longer they wait to process it.
If they don't process it by Wednesday of next week I would then concerned.  Otherwise there still within their time frame.

Just because it would seem as if your going thru the same thing as me though.  The whole can't wait to get your money anticipation.  Here's the link to the thread that tells you what I went thru for my withdrawal.

https://lcb.org/onlinecasinobonusforum/casinos/slotocash-withdrawal/msg304147/#msg304147

It's just so tiresome and extremely irritating when they don't even follow their own processing rules and then on top of that try and justify what they are doing is right by telling you things that you know aren't true or correct!  The fact that they actually sent me an email telling me I am wrong when it is clear that I am right, just adds fuel to the fire.  So basically, to them, we are all just "Crazy" people who have nothing better to do than to bother them 24 hours a day for something that we shouldn't even have to worry about if they were operating an honest establishment. 

Even when they KNOW they are in error, they never admit it and apologize, they just keep making one excuse after another.  Players are just not "misinformed" when it comes to receiving their payouts.  They know when they asked for them and I am sure most of them know how long it should take too.  The time frame these casinos give players for payouts is way longer than it really is.  I just don't understand why they all just don't pony up when it comes time without the unnecessary hassle. 

It doesn't take 7 days to do a Western Union transaction and the fact that we are also paying a $180 fee to the casino for it is even worse when you look at the time and effort you have to go through to make them pay you.  When you ask for a payout it should automatically go straight to the finance department for processing, period!  When a player asks for a withdrawal, they want a withdrawal.  I also think the "pending" thing is just pure BS.  They do that so they can just hold onto the money just hoping the player will just get so disgusted and just play it all back.  When you win, you shouldn't have to fight with the casino for your winnings.

There is no way to justify the length of time they say it takes for a wire transfer to happen, whether it is Western Union or a Bank. When you request a payment it should NEVER be held. Trying to justify it by sending you their "creative" casino rules that only apply when they want them to apply, thinking that you are just going to say "Oh well, yes you are right, I really didn't request my payout when I said I did, I really requested it when you said I did", is pure BS and a really horrible way to conduct your business. 

They need to start owning up to their mistakes and apologize to the players they are constantly aggravating and ignoring when there are issues with their slow payouts.  Everyone who participates in online gaming all do it for the same reason, which is hoping to go out with more than you came in with, and when that happens, the player should not be forced to "check up" on their payout every 2 days until the casino is so tired of listening to the player, that they finally decide to pay the player just to get them to shut up.  That is no way to run your business if you intend on keeping your business. 

They knew what they were doing when they took on the responsibility of an online gaming site and they also knew why people were frequenting their site.  It sure wasn't because people love to just hand over their cash to a bunch of people they don't even know.  They have no justification for half of the things they try and pull to avoid having to payout player's winnings.  What they are doing is wrong and they need to apologize to every single player they do these things too.  It's no fun having to struggle to collect your winnings when lady luck just happens to smile on you. 

My payout was requested almost a week earlier than they say and it is even in my account history in black and white and for them to even try and say that I didn't request it until 5 days after the fact  is what really made me angry .. basically they were calling me a liar and telling me that I had no idea what I was talking about and had no idea what their rules were.  I don't even work there and I know the rules.  You think the people that work for them would know the rules also.  If they can't operate efficiently, then they shouldn't be operating at all.

Have you ever heard of a "pending" period in a Las Vegas casino?  How long do you think they would be in business if they told all of their players who went to the cashier and requested a withdrawal that they had to come back in 7 days to collect their money?  The desert would just be a pile of dust and blowing tumbleweeds and a lot of people would be out of a job.

                      Hey, Trpschick,  I hear you loud and  clear.    You were spot  on sister when you said we  never had this bull**** (pardon my French)  with Microgaming.  As Americans I feel we really get the short end of the stick on this subject.    What I wanted to say for a long time now is funny how every place can sure as Hell take our money 24 hours a day 7 days a week but make a w/d request near a weekend and you better wait til  Monday 'fore they'll even look at it.  Sorry,  don't mean to rant but I understand where you're coming from.  I can't speak for Sloto as I've never made a w/d request from them but I really hope you get paid soon.  Please keep us updated. 

So can you tell me, when you go into the cashier, and select your pending pay out.  Does it say actual pending, or in progress?  If it says that it's in progress versus just pending.  The pay out is sitting with the western union processor and there just waiting on transfer details.  They now keep it pending on purpose I've been told.  That way if the processor pulls a runner on them.  They then can return your funds back to you without hassle.
I will agree 7 business days for cash or 10 is a bit long for a wire, yet you have to look at how many bank wires have been seized, how many checks have bounced, and how many ACH processors have been shut down over the years for us Americans.  I'm sure the processor has it's reasons.
That's why in the future if I do play at Slotocash or any online casino.  I'll just take a wire transfer, because $180.00 to wait almost the same amount of time as a normal wire transfer was ridiculous.  I mean I could have saved easily $90 by just paying for a bank transfer over a cash one.

Hi trpschick

Please note the payment has been processed and the casino are waiting for pick up details from WU. This is completely in the hands on WU so unfortunately I can not give you an exact time as to when you would get the details. Once the casino has them they will of course send them over right away.

Apologies this has taken longer than expected, this happens from time to time with WU.

Sloto

This is where my payout is  In Progress: " Your request is 'In Progress' and our team is awaiting confirmation from the payment processor regarding the fulfilment of your request. Normally, your request will not be in this state for more than a few minutes."

So pretty much it has been sitting that way since 4:48 am on Friday morning.  So it sat that way all day Friday and now will sit that way all weekend too, when I should have technically had it Friday if they were following their own rules.

Here is the problem people, You can only request a payment of this type once a week according to their terms and conditions.  Cheetah commented that her smaller payout was processed in 2 days but her larger payment took longer.  Hmmm, how strange that sounds to me. Smaller payouts are gotten quicker than larger payouts?  A payout is a payout and it all should wash the same way.  That almost sounds like they don't have the money to make the larger payouts and that is why they hold them for so long. 

Here is another "burning" question here.  If you requested your payment via WU and it took them that long to transfer the money and you deposited and played there again and actually won, when would you be able to ask for your payment via WU again?  Would it be A.  From the date you requested the last WU payment or B. From the date that your payment with WU was actually processed?  If it is B, can you see where this is a problem for the players?, especially their US players.  Those players only have a few options for withdrawal, check, bank wire or WU.  The check is not an option as they are drawn on a Canadian Bank and they bounce most of the time or they are held by the bank for up to 2 weeks, sometimes more.  Bank wire?  Hmmm, that could also be very sketchy as the Fed could pretty much stop any wire they wanted if they had any suspicion as to its origin OR it could be pulled back at any time for whatever reason and then you are really screwed.  WU is probably the safest method as once the money is gone and in the system, it is gone. They have no control over it once the MCTN is given. 

Why do you think scammers use the WU payment option?  Because it is easier to do and harder to track and once the money has been released and given that MCTN, it can be picked up by anyone and they have no way of tracking it. or refunding it either.  So if this form of payment is the easiest then why is it such a hassle, according to the casino? 

Trust me, WU could care less where the money is coming from and who it is going to!  They get their cut no matter what.  Banks, on the other hand are totally regulated and could face real consequences if they are caught letting money filter through their bank via online gaming transactions.  So, which method would you choose if you were a US player?  To me, this is a no brainer!   

I really honestly trust that it has a lot to do with there Western Union carrier really I do.
I even had Georgina finally chime in this situation a while back.  When I had my transfer in May.
She really wishes that the processor would get on the ball and send money faster.  Yet once the transfer leaves the finance department and sits with the processor. That's the in progress part.  They can't tell your pay out is completely processed until the processor sends them the MTCN confirming the funds have been sent.  Essentially Slotocash has 7 business days from when you request your WU to get your information.  It even says so in the cashier screen if you look at the payout information and fee help screen.  So I'm going to guess if yours is going to go anything like mine.  Probably Tuesday in the early morning hours you'll get your MTCN information.
I really apologize that your going thru this yourself.  As I had stated in my post about WU, if the processor is really going to be this slow about sending cash.
I think I would be much better off with a bank wire.  Since I do have a bank account with a bank that has it's own SWIFT code.
Now for smaller pay outs like under $500, WU still is more cost effective.  Otherwise hopefully you'll get some good news to share with us on Tuesday morning.  Here's to hoping.

Well here is an update folks, as of Monday morning 11 am EST

Please wait for a site operator to respond.

You are now chatting with 'Richard'

Richard: Welcome to our live chat service.  How may I help you today?

trpschick: trpschick is my username .. I have been waiting for my withdrawal since last week. Can you please tell me when I am going to receive it.

Richard: I can certainly check on that for you.

Richard: Please hold for 2 minutes while I look into your query.

trpschick: They told me last Tuesday when I inquired that I would have it on Friday

trpschick: Thank you

Richard: You're welcome.

Richard: Thank you for holding.

trpschick: I dont know what is going on and I am starting to get upset

trpschick: They keep sending me emails like I just requested it and I requested it last Sunday morning

Richard: There was an error with your payout. Unfortunately, Western Union cannot issue funds with cents and was rejected. We've resubmitted the request for $1823 and are awaiting the pickup information.

trpschick: ok I have a question

trpschick: Wouldn't they know that? Your finance department?

trpschick: why would they submit a payment like that if they knew it was going to be rejected?

trpschick: Now I am waiting all over again

trpschick: I have been waiting a week now

Richard: Payouts are submitted in batches. They remain pending for 48 business hours and are usually processed within an additional 24 hours or so. The transactions are reviewed at the time of processing.

trpschick: ok well my payment should have been processed on Wed of last week then

trpschick: I should have had it on Friday

trpschick: Now it is Monday of the following week and now what?

trpschick: How long am I going to be waiting now?

Richard: The withdrawal time frames provided are mere estimates based on the usual time it takes to complete these transactions.

Richard: We anticipate the pick up information will become available within 48 business hours.

trpschick: Why can't I ever get a straight answer?

trpschick: ok so you are now telling me Wed

trpschick: of this week?

trpschick: because someone there screwed up

trpschick: right/

trpschick: ??

Richard: We estimate that the information will become available within this timeframe.  I am unable to confirm that you will receiving your funds on Wednesday.

trpschick: thats fine ... I will contact someone who can give me a straight answer ... thank you for checking

trpschick: Have a nice day!

Richard: Thanks for chatting and have a nice day. Enjoy playing in the casino!

Chat session has been terminated by the site operator.

So, there you have it!  They screwed it up and it took them over a week to figure that out and NOW they don't know when I am going to receive the money because they had to submit it all over again. 

I will tell you this, I am fuming mad now!  $180 for a withdrawal that should have been in my hands by at least Friday and no later than today.  They can say 7 days all they want.  If it is the processor then they should get a new one!  Obviously this processor has issues. 

I really don't think that I am being unreasonable here to expect my withdrawal in a weeks time from when I request it.  So far, I have withdrawn from this casino 3-4 times and every single time it is the same hassle over and over again. 

Maybe they should be put on the warning list because in my eyes they are borderline rogue with their behavior and the way they answer questions, which is not really answering, it is more like stalling and making every excuse they can come up with when they are asked a direct question.

Emailing the finance department gets you no where either, and trying to ask for a manager is another lost cause, either they aren't in or they are not available.  I have yet to get a response from a manager even when I email them directly. 

I deposit quite a bit with this group, am a VIP, so you would think that I would be treated better.  Obviously, they don't really care that much about the people that frequent their business, because if they did, they would make sure that those people are the ones they keep happy.

I really thought that the rep would have this issue resolved by now but that is a big fat NO too!  They should have NEVER told me I would have it last Friday if I wasn't going to receive it.  Now, as of this morning, they screwed it up and now they have no idea when I am going to receive it. The excuses are really wearing thin and I really need someone to help resolve this issue. 

The last excuse with the payment being rejected because of the cents thing really put me over the edge.  You seriously are going to tell me that whomever processed the payment had no idea that Western Union did not accept cents?  What the heck kind of answer is that?  If you process regularly via WU, wouldn't you know that they didn't accept cents and that it had to be a whole number?  I have pretty much exhausted all of my avenues in getting this resolved and if the rep can't help and the casino really doesn't care, then what is my next option?

I really thought I would receive my details by this morning but looks like I am no closer than I was last weekend, now what?

Here's to hoping!

                Hey Trpschick,  how's it going?  It's Wednesday,  did they come through?  I told you my recent  payout was a little short after the fees which I didn't quite understand.    Hope you get the full amount owed.

Well finally I got my pick up information this morning.  They did take the fee of $180 BUT what is strange is that they paid me $23 less than I asked for.  They sent me an email telling me the amount had been adjusted by WU or something like that.  So, I got $23 less than I asked for but they said they put it back in my casino account.  That seems really weird to me ... Is this a new thing or something? 

$23 is no biggie, I thought it was strange and I wonder why it happened that way .. oh well, at least I did receive my payout! 

Yep, I think I've gotten the vibe that they only do multiples of $50 and obviously no change.  I had a $35.00 difference put back into my account as well.  At least you got paid and now you have the chance to win big again.  Enjoy your cash out.

Glad you finally got your cash.  I'll update the thread to resolved.

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