SlotJoint – Winnings not received

Hi cailindeas - welcome back.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Thank you - I appreciate your help. I have still not received any of my winnings. My concern is that they seem unwilling or unable to give me any details of the transaction they claim was made on the 10th Feb. I also do not understand why it took 6 days from the first wdrawal to actually action it. And I have never heard of having to wait 8 days for an IBAN transaction to complete.

After nearly two weeks of emails I received this email this morning Dear Marian,

We hope that you have great day!

As per checking with our Payment Team, your payout has been resent using another bank account. It usually takes 2 - 8 full business days.

We apologize for the inconvenience.

Yours truly,

SlotJoint Support

This is appalling customer service and it seems I now have to wait a further two weeks! I have constantly requested details of the transaction to include the IBAN number they have used and the sort code - they have not complied. Is this really a trustworthy casino?

Hi cailindeas,

Having spoken to the operator your bank rejected the original transfer that then went through the standard bank transfer delays to bounce back to the operator. This has been reissued via a different bank to try to avoid a repeat of the problem.

As to trustworthiness - I'm not sure I'm seeing how your case has any bearing on that? You haven't not been paid. It's a simple delay. And one that the operator have acted on promptly once they could confirm the issue. You may be understandably frustrated with the delay but let's not make that frustration into something else.

Thanks,

ThePOGG

Thank you for looking into this for me -yes, I agree -perhaps I was frustrated but I still feel it is unreasonable to first wait 8 days for verification and the to wait 16 days for winnings to be processed and reach my account. Perhaps if these timelines were advertised on their terms and conditions it would have been helpful. But again, thank you for looking into it for me - much appreciated

Hi cailindeas,

Your situation was abnormal - i.e. the transaction would have been expected to go through first time. The information in terms is intended to provide guidance on the standard experience. There will always be some situation crop up once in a while that cannot conform to these standards.

Thanks,

ThePOGG