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I asked for a withdrawal on December 11th after submitting all the asked for verification and documentation. Was told it can take 17 business days. After 17 business days they told me I was missing documentation. I resubmitted everything they asked for again plus a couple new things. Every other day they ask me for something else. I feel like I’ll never get my withdrawal.

now when I look at the site my withdrawal has been canceled and I’m asked to resubmit everything.

Dear michaelereames,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I’ve now submitted all asked for documentation and haven’t heard back in a week.

They asked for proof of address. I replied back with a bank statement that had my address on it. They told me it has to be a utility bill. No where in there terms does it say anything about proof of address or that it has to be a utility bill. I feel like they’re just making things up and building to steal my identity.

Hi michaelereames,

• I see. Could you please advise if your winnings were accumulated with or without an active bonus?

Thank you.

i won the money with money I deposited.

Rather no active bonus.

Thank you very much, michaelereames, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 michaelereames,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slots Garden Casino,

Could you possibly provide additional information regarding the verification process and also the canceled withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Greetings all,

I have reviewed the situation and can see that all the necessaries for account confirmation and bank wire transfer are complete and noted to the casino account. The requested withdrawal of $300 has been approved minus the non-cashable deposit bonus amount ($142). We have escalated the approved withdrawal payment of $158 for express disbursal to our 3rd party payment providers, once payment is made by the casino to the 3rd party for bank wire transfer we are generally looking at 3-10 business days on delivery. Please inform us when the funds arrive michaelereames.

Best wishes,

Nick and Slots Garden

Thank you Nick. I will let you know when I receive the funds.

Nick, I don’t understand. I can’t withdraw the 142 because it was a deposit bonus? I thought I played enough so it was ok to withdrawal. On the transaction ledger it says approved.

Dear Nick and Slots Garden Casino,

Could you please explain to us the situation regarding the bonus? Did the player fulfill the wagering requirements of said bonus? Why exactly was part of the money deducted?

Greetings all,

Deposit coupons are amazing, they provide our players with an excellent opportunity to play more and win more. However the funds issued by the casino are non-cashable (as per the terms and conditions agreed to in the pop-up on coupon redemption), they belong to the casino and are removed when the requested withdrawal is reviewed for approval. The "approval" I believe you are referring to michaelereames is a "manager approval" which is non-cashable funds being removed from our secure closed system which can only be done at a managerial level, thus the term.

I hope this clarifies things. Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

Dear michaelereames,

As Nick explained in his reply, these bonuses are sometimes called "sticky bonuses''. They allow players to play with the casino's money, and keep their winnings. Still, the money given to players in the beginning will be returned to the casino after completing the bonus, leaving players only with their winnings from the said bonus.

Please let us know if you got the payment so we can close this complaint in our system as resolved. We will be waiting for your confirmation.

Dear michaelereames,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

received payment

Dear michaelereames,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal, Casino.Guru