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I redeemed a 2 part bonus and completed all the requirements stated in the terms and conditions then deposited and tried to withdrawal, it took over 20 business days for them to review and deny . I’ve contacted them several times during the time I was waiting. After they reviewed my account balance was deleted even the money I deposited

Correct

I attempted to contact them through the chat and was put through to a customer service representative by the chat agent and after waiting in the queue for over 30 minutes the representative didn’t even give me enough time to type my response and hit send before the chat was ended for inactivity

Dear davdmarkell1996,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Could you please send me the link or the screenshot of the bonus you took? Was it a free bonus, or was it a deposit bonus?

Have you made any successful withdrawals in this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

it was a 2 part free bonus I completed the playthrough then made my required deposit and requested a withdrawal which took 7-10 to review then 7-10 days to process review which ultimately I was wrongfully denied

Thank you very much, davdmarkell1996, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello davdmarkell1996,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slots Garden Casino to join the conversation.

Dear Slots Garden Casino,

Could you kindly furnish information regarding the reason for the denial of the player's withdrawal?

They finally credited the 15$ back to my account even though I asked for a refund. The minimum u can withdraw is 50 so I couldn’t even get the money I deposited back on top of the fact that they screwed me out of the 100$ bonus

Greetings all,

I have reviewed the situation and unfortunately the rules of the casino and the bonus itself state that only one free chip is valid between cash deposit/play sessions. The win in question was on the 4th consecutive free chip without a subsequent deposit. After the win the account confirmation deposit was submitted, on denial of the requested withdrawal these funds were removed and re-deposited as cash into the player account. These funds were then played to zero. In this case I'm afraid there is little I can do to assist.

Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

Thank you for your response, clarification, and email with evidence, Nick / Slots Garden Casino.

Dear davdmarkell1996,

Upon a thorough review of all information and evidence provided by the casino team, it is evident that you have indeed claimed multiple no-deposit bonuses consecutively without making any real-money deposits in between, which violates the casino's terms and conditions:

No Deposit Bonuses (Free Chips, Free Spins)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Under these circumstances, I regret to inform you I would need to close your complaint as unjustified. I can only advise you to carefully review the terms and conditions of bonuses before activating them and ensure compliance with all regulations to avoid similar disappointments in the future. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru

the bonus was a 2 part bonus other than that the only bonus I claimed was the initial welcome bonus, if the bonus went against the terms and conditions then it shouldn’t have been offered to me or successfully claimed, and yes I finally played the 15$ that got credited back almost 2 months later because the minimum withdrawal allowed is 50$. I asked for a refund not for the money to be credited back to my account after they WRONGFULLY denied my withdrawal on a bonus they offered me. I had to play the 15$ hoping I could get it to 50 so that I could withdraw it otherwise it would’ve just stayed there. The casino shouldn’t have sent me a bonus that went against their own rules and they most definitely didn’t need to take a month to deny me then another month to replace the initial deposit to my account when I asked for a refund

Greetings davdmarkell1996,

The coupon was indeed designed to be redeemable twice per player however the standard rules of the casino and the chip still apply, there were two previous coupon redemptions with no subsequent deposit before the first chip was redeemed and the second chip would not have been valid without a subsequent deposit/play session to separate it from the first per the terms and conditions. Hopefully this clarifies things.

Best wishes,

Nick and Slots Garden

Dear davdmarkell1996,

Although I understand your point that receiving a bonus offer from the casino might lead you to assume you are eligible for it., However, promotional emails are sent to all players who opt-in to receive them and it is the player's responsibility to read and familiarize themselves with the bonus terms before activating them and to ensure compliance with all regulations to avoid any disappointments. I'm sure you would agree that claiming a bonus is entirely voluntary, and you did so on your own initiative, agreeing to the T&Cs.

I must reiterate that, as mentioned earlier, you have claimed multiple no-deposit bonuses consecutively without making any real money deposits in between thus breaching the casino's T&Cs.

Regarding your real money deposit, it was credited to your casino account and depleted through gameplay. Therefore, there is no basis for a refund if the funds were fairly lost.

Given these circumstances, I regret to inform you that I have to close your complaint as unjustified.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru