SlotsMillion Casino, LadyLucks Support and Complaints Thread

Hello everyone,

we are glad to welcome you to our casino Slotsmillion and we hope that you will like it. We have over 1100 games and I believe we are the casino that offers most games in one place.
You can play NetEntertainment, Playtech, Microgaming, Rival and many other games in our casino. We are constantly adding more game providers and new games.
If you need any help, please do not hesitate to contact our support or even write to me here in the forum.

Brand purchased November 2017 - LadyLucks Casino (Closed May 2019)

Updated 5th December 2018 - Casino Secret ('From June 2019 Casino Secret is no longer part of this group, you can visit their support thread here.')

Hi SlotsMillion Rep,

glad you decided to join LCB and welcome to the forum

cheers
Zuga

Welcome to the forum 

Welcome aboard 

Welcome to the best forum! Glad you are here to assist our members:)

Woot Woot! Thank you guys for the welcome. Glad to be here and help out any way I can.
Cheers!

Welcome to the forum SlotsMillion!

what kind of loyalty program do you offer?

Welcome to the forum! The selection of slots is insane!

CBG, we had a really great interview with SlotsMillion. It definitely answers a lot of questions that members may have. 

Interview with Adam Maslow of Slots Million

Hi CBG!

we have a loyalty program that is already accumulating points and will be released step by step. In the program we offer:
Level Up free money bonus
Maintain Level free money bonus
Free Spins or Bonus Money to try new game releases
Reload Bonuses that have better terms the higher level you are
Cashback that gives back more the higher level you are
Tournament prizes that increase with the levels
There is a also a Diamond VIP level by invite only that is managed by the VIP manager who can literary buy you a car or send you on a trip around the world if you are our big VIP.

Again, this is the full scope and we will roll out item per item over the next 2 to 3 months.

We are sorry to inform you that SlotsMillion cannot accept players from Unknown.

Spain not allowed 

Again, this is the full scope and we will roll out item per item over the next 2 to 3 months.

looking forward to the full scope ( or scoop ) then

Welcome Slotsmillion Rep your casino's reputation precedes you .

Are you planning to add WMS slots to your casino ?

I am sure that we will at some point in the future. I really do not know any details yet but I know that we love their slots and they will join at some point.

have been playing here since last christmas great site very help full chat they now have some games in virtal reality looks really nice havent tried any in the virtal realaty yet have made some nice profit here and withdraws are to bank acct takes about 5 days

Welcome! I hope that you will have a partnership with Gameplay Interactive. 

Hi slots' fans!

Hope you are all doing very well, 'cause we seriously do!

Why this message? We just wanted to inform you that from now, you will have a new rep in here. As a casino grows, the team behind does too!
So remember, any questions, any doubts and/or any suggestions related to SlotsMillion you would like to discuss will be more than welcome in this thread.

In case you wouldn't already know us, SlotsMillion is an online casino that has been created in 2014 and that now offers one of the widest range of online slots games from the best game providers such as NetEnt, Microgaming, Quickspin, Betsoft, Playtech, NextGen Gaming, etc.
If this doesn't sound familiar, you might have heard about the Virtual Reality in the iGambling industry, haven't you? Because that was us! Last year, we built the first ever Virtual Reality Casino.

And if you still have no clue about SlotsMillion, come and have a look by yourself We have plenty of daily, weekly and welcome promotions that will surely fit you.

Your SlotsMillion's team.

Awesome update thx and just a small nudge nudge 
If you happen to have a spare set of oculas rift headsets laying around the office then please don't hestate to let me know if you need to get rid of them to free up uummm some office space 
Your loyal player
Cnichad

Hi Cnichas,

It's great to hear from you

I would love to tell you that we do, but unfortunately, we don't... Did you know that last year we made an Oculus Rift Lottery to give the opportunity to our players to win a set?
It is very likely that we soon setup a new lottery such as this one. I will inform our CS agents that you are interested in it so they notify you when we have it live.

Kind regards,
Your SlotsMillion's team.

Awesome I'll defenitly be entering the next one, I have played in your 3D casino with my laptop connected to my 55" inch Smart tv and was beyond impressed Gonzos quest was  particularly visually stunning, it truly is an awesome experience playing in 3D so when the oculas rift is released here in SA at the right price the first time I use it without a doubt will be in your casino   

I'm still waiting for my withdrawal. It used to be done quickly. But now days after requesting it and contacting the live support I just keep getting told different things. Extremely frustrating. For the past 6 months the level of customer service and speed of withdrawals has gone rapidly downhill. 

Hi tiger1959,

Can you please specify which casino are you referring to and private message me your casino username so that we can ask them to look into your account? 

1. I've sent you a a private message regarding my slotsmillion account 

Thanks for providing the info. We've asked the Casino Rep to look into your account. Keep an eye on this thread for the updates. 

Ok no problem. Thanks for your help. It's very much appreciated! 

@tiger1959 

Just a quick update - The Casino Rep confirmed that their team is looking into your case. Keep you posted. 

Obviously the reps are as useless as the customer support because it's already been processed.... No thanks to anyone else. I just kept on going on the live support every half an hour and they must of got fed up of me and eventually processed it straight away and it was in my Skrill account within seconds.... Which should of been the case 3 days ago. Also it seems the slotsmillion rep on casinomeister.com is much more responsive as I got a reply from them within half an hour. 

Hi tiger1959,

I'm going to try to give you as many details as possible here.

After looking into your case, I noticed that you requested your withdrawal on the Sunday 3rd of March and since we currently don't process withdrawals during the week-end, it was added to the queue to be processed on the next working day. Due to a high amount of customers that requested withdrawals before you during the week-end, yours could not be processed on the next working day and was then planned for Tuesday, the 5th. Unfortunately, we experienced a system outage that day and had to postpone all payments to the day after.
You were then paid via Skrill on the 6th at 12:54 CET.

We both know such delays are unusual at SlotsMillion and I would like to apologies on behalf of the team for this negative experience. Our aim has always been and will always be to process withdrawals in the shortest amount of time possible, as well as providing you with proper explanations in the event of possible delays.
For information, we are starting to implement week-end cashouts, so this feature will very soon be fully funcional. 

Kind regards,
Thomas - SlotsMillion.

Hello,

I orginally posted this complaint in another area, so wiill start here....

It has been over a month now for small withdraw Slotsmiliion Casino. I am getting nothing but a run around, fraud excuses, they've sent it and now they say have escalated it. This has all been going on for a month. To be honest this is the second withdraw that I have had with them that has taken well over a month now...

I am now on my third can you please send me a bank statement. I have asked them for confirmation that they sent it so that I can inquire on my end, but no response. It Is funny they leave it up to the very last minute of their so call 5 days or 10 days to inform you that there might be some sort of fake issue and then you have to go through the new excuse...

Thank you for your support and help in this matter icb..
snootli

ave escaltes it.

Hello snootli,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative.

• Hi  im Mackoyone and i have an issue with slotmillion, last april 30th, yout team approved a Withdrawal of $100 that i made the 27th (april), ,today is june 18th and still have not received the payment THAT IS 49 days ago, i try to contact by chat by emails and nobody answer!

Are you going to pay me at all?

How much longer do i have to wait,?

Is there anybody that can take decisions, and solve issues?

Hello mackoyone,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative regarding your withdrawal issue.

My user name for the slotmillion casino it is " Mackoyone"

Hello mackoyone,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative and asked him to reply in this thread.

Hi mackoyone,

After reporting this delay to the Payment team, I was told that the first payment we processed on the 30th of April came back to our bank account on the 5th of June because it missed some banking details that you had and we didn't. Once you sent them to us on the 9th of June, it took the team some days before reprocessing it but I was told it has now been resent. It should reach your account very soon. Please do confirm so, as soon as it's fixed.

I am sincerely sorry for the inconvenience caused.

Kind regards,
Thomas - SlotsMillion.

If you already resent my Withdrawal can you send me the MT103?

The MT103 is an electronic invoice that is generated when you make a transfer, deposit or any bank transaction in which appears the bank that issue the transaction,the amount of the transaction, the date, the bank that the transaction is going to,the account from when is coming and where is going, the name of the account beneficiary.

Please send me a copy of the MT103 so i can track it with my bank.

IT HAS BEEN 51 DAYS, AND STILL DONT GET THE WITHDRAWAL.

IN CASE THAT YOU NEED ANYTHING ELSE FROM ME TELL ME SO I DONT HAVE TO WAIT ANOTHER 45 DAYS TO FIND OUT THAT YOU ARE MISSING SOME INFORMATION.

YOU CAN CALL ME TO  

52 8712110763 

TO DO IT FASTER IN STEAD OF WAITING FOR THE EMAIL THAT SOME TIMES NOBODY ANSWERS.

Hello mackoyone,

We've notified the Casino Representative about your request and asked him to reply to you.

Hi mackoyone,

I was told your payment should now reach you within the next 2-3 business days.

To update everyone following this thread on what happened, here are some details:

-On the 23rd May you informed us that your payment had not reached you yet;
-We investigated the transaction;
-On the 5th June, we resent the transaction as it turned out to not be processed correctly;
-On the 5th June Wirecard informed us that the payment could not be proccessed correctly due to 'intermediary bank';
-On the 6th June, we informed about the situation;
-On the 9th June, you sent us your complete bank account details, you said your Bank was not the problem, while Wirecard then confirmed it was.
-On the 12th June the payment was resent by using BOV, as we decided it was the best option so that the payment was 100% sure processed;
-On the 18th June, you requested for updates - we requested the proof of payment to Finance so that we could send it to you;
-On the 18th June the proof of payment was sent to you.

I am sorry this is taking so long and that you are facing such experience. We will learn from this to improve the process for future payments.

Please inform us once it reaches you.

Thanks,
Thomas - SlotsMillion.

Can you please resent the proof of payment?

To this forum, my pm inbox, and my email!

Because i did not got the proof of payment in my email!

Send the MT103!!!!!!

Hi mackoyone,

We'll ask the Casino Representative to follow up on your case. 

Comunication problems.

I'm Mackoyone and i wrote about an issue that i have with.SLOTSMILLION CASINO.

As you know my complaint is because a Withdrawal has not been paid.

Last april 2019 i made a Withdrawal  for $100 in Slotsmillion, the Withdrawal was verified and approved by slotsmillion april 30th, today is june 25 and still i dont have received the payment, THAHT IS 56 DAYS ago.

Thomas (slotsmillion representative) explained the issue fact for fact according to the information that he got from Finance deparment and i thank you for sharing that information with me, because some times i dont get an answer to the emails amd msjs that i write in slotsmilliom page.

THE PROBLEM that i have is this:

Thomas wrote (friday 21th)that the Withdrawal was resent on  june 12th and the payment proof was sent to me on june 18, and in matter of 2 o 3 bussines days i will get the money., that supposed to be by Wednesday26! All this is according to Finance department.

Today tuesday 25th i receibed an email from slotsmillion (philip), (finally somebody in the slotillion page answers) 

It says that he got in a quick conversation with the Finance department and told him that the Withdrawal was resent to me on JUNE 18th and the payment proof was sent to me JUNE 19th. And i have to wait  3or 5 working days to see if i get the money.

The problem is that i dont belive in what they said, because the Finance department tells one thing to Thomas and a different thing to Philip!

Do they really resent the money ?

Was it sent the 12th as they told Thomas or the 18th as they told Philip?

One thing is for sure they did not sent me the payment proof nither the 18th as they told Thomas or the 19th as they told Philip.

Question for Thomas  and Philip DID ANY OF YOU TWO SAW PHISICALLY THE PAYMENT PROOF? or you where told by phone that Finance department sent it to me!?

I keep asking PLEASE SEND ME THE MT103 (proof of payment). 

Please feel free to call me on the phone (you have all my data) to fix this problem because its almost 2 months waiting to see if Finance department wants to payme or they gona say that need something else.

Since the beginning they have all the information but they didnt pay attention, is the same with my Withdrawal.

PLEASE CALL ME AND SEND ME MY MONEY I NEED IT!

Mackoyone

Hi im Mackoyone again!!

As i said earlier this week,i

I STILL HAVE NOT RECEIVED THE MONEY FROM THE WITHDRAWAL!

I keep asking for the MR103, that is the payment proof!

Today is already Friday28, and i knew that you were going to keep me waiting for another week! 

IT HAS BEEN 59 DAYS SINCE THE VERIFICATION OF THE WITHDRAWAL!

Is friday and nobody answer the emails, 

HOW LONG DOES IT GONA TAKE?

The MT103, is a copy of the transaction made by the bank!, that is what the bank use to probe to you they done what they are charging you for their services.

PLEASE SEND ME A COPY TO TRACE IT WITH MY BANK!

Hi mackoyone,

We'll ask the Casino Rep again to advise on the status of your case. Keep you posted. 

Hi Mackoyone,

Sorry for my late reply here.

I know this situation is very unfortunate and frustrating and I am sincerely sorry on behalf of the team that you have to go through it. We usually to do our best to ensure our customers to receive their funds within a few days after being approved and processed, always depending on the payment method chosen, of course.

I have talked with Philip and the Payment team and it seems that when I was informed the payment would be processed on the 12th, it only effectively left our bank account on the 18th - according to the proof of payment I was told was then sent to you that same day.

I will investigate why the PoP did not reach you.

Regards,
Thomas.

Hi Mackoyone,

So I double checked and we did send you a proof of payment that can be considered as valid. However it was indeed not the MT103 (a.k.a Swift confirmation from the bank) you were referring to. This one was urgently requested this morning to our bank.

I will keep you updated.

Regards,
Thomas.

Hi Mackoyone, 

We just received the SWIFT confirmation from the bank that you asked for. One of our Customer Support agents will send it to you soon but I will also send it to you here via DM.

Kind regards,
Thomas - SlotsMillion.

Hi Mackoyone,

Could you please let us know if you have received the payment?

Thanks,
Thomas.

No,! I have not received the payment! Do you want me to go to the bank and ask them for the bank statment until today so you can check it out?

Did you make the payment with the information that i sent you with the 

F57 and F59a  correct in the MT 103?

Can i get a copy of this document(MT103)? Please!

Last month i made a complaint about Slotsmillion casino because they have not pay the €100 Withdrawal that i made last april 27, they verified and aproved on APRIL 30th,(when they aproved it was because i gave them all the documents they ask for and they were pleased with my documents) They made a mistake and i didnt got the money from the Withdrawal, so the money went back to them, and this process took 2 months, just to find out that it was wrong. 

They made another deposit  at the begining of july, AGAIN IT WAS WRONG!

I talk to them and they said that they will fix it, now im still waiting for the payment and i wrote several emails asking for information on the payment, nobody gave any information about it, they just write back emails saying "the payment is in the finance deartment hands" or "someone will get in touch with you soon".

IT HAS BEEN 86 DAYS SINCE THE APROVAL LAST APRIL 30th.

How much longer do i have to wait?

Its €100 and its almost 3 months!

Can  somebody PLEASE help me to solve this matter.

Mackoyone

Hi mackoyone,

We've asked The Casino Representative to respond and provide an additional update.