Slots Garden Casino - Player experienced difficulties with withdrawal limitations.

This is a horrible casino. They let me cash out. Then said $100 was the max. Then why show a cash out amount? Talked to many different people. One lady actually said she had other people to help! So I then ask what happened to my remaining withdrawal. I was told I lost it! Never again. I hope noone else get this treatment. Stay away!! Not worth your time!!

Dear Belindabergner01,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slots Garden Casino.

Could you please advise if you accumulated your winnings with a bonus? If so, what kind of a bonus was it?

Have you made any deposits into the casino?

Have you made any successful withdrawals from this casino in the past?

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

I have not nade a withdrawal before this. The cashier allowed me to withdrawal that amount. My question is. Is this game that far behind? Why show that amount to withdrawal. Then I'm told, sorry you lose the rest. Then I'm told there are other people that need help, and they don't have the time to explain this. So why bother playing? Or making a deposit?

Can you please tell me if you ever made a deposit to the casino? Did you play with a no-deposit bonus?

I have made deposits. I was told I had to deposit with bitcoin to cash out. So I did this. Only to find out I only got a portion of my withdrawal.

Dear Belindabergner01, I completely understand your frustration.

Could you please tell me what was the amount you requested for withdrawal? How much money did you receive?

I have checked the casino's Terms and Conditions, and this is what I found:

Processing Fees and Limitations

All withdrawals may incur a processing fee of up to $40, depending on the payment processor and/or withdrawal amount.

From the screenshot you sent here, it seems that your withdrawals have been approved. Have you received any of the winnings yet?

I received $130. What happened to the remaining? I cashed out at $332.00.

Have you already received the remaining winnings? Please let me know.

Hi, bo I have not recieved anything from what was left over.

Thank you very much, Belindabergner01, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi Belindabergner01,

I've just reviewed your case and am sorry to hear about the issue with your withdrawals. I will try to help you by contacting the casino. We'll see what can be done when they reply. Meanwhile, could you please specify, if you used any Free Chip coupons or free spin bonuses?

Dear Slots Garden Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player wasn't paid out the whole requested amount?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I did. However, I meet the requirements. The amount that I was shown I could withdraw was the $320. I know that usually it will not show any amount under a promotion.

Thanks for the reply, Belindabergner01. We'll wait for the response from the casino representative.

I've also found the following information in the terms and conditions of the casino that might be relevant:

No Deposit Bonuses (Free Chips, Free Spins)

3.Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Greetings all,

I had the chance to review the situation and it appears there was a free chip in play already at the time of the deposit with a maximum cashout value of $100. Rather than denying the withdrawal request it was paid out at the maximum cashout value for the free bonus in play plus the cash deposit amount ($136), minus transfer fees this was $130 in total paid out via Bitcoin. It is important to assure that your casino balance is as close to $0 as possible before adding any funds to the account as different types of playable funds carry very different rules.

I hope this clarifies things a bit, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

Thank you very much for the explanation, Nick.

Dear Belindabergner01, we have received evidence from the casino that you have used several free chips and the deposit of $36 was on top of the free play for the free chip 55SPINS, so the casino paid you out the maximum withdrawable amount for the winnings from the free chip ($100) plus that deposit.

It is written in the casino Terms&Conditions:

No Deposit Bonuses (Free Chips, Free Spins)

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

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.

While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply.

The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I'm really sorry to disappoint you but it seems you were not eligible for the rest of the winnings because the free chip was in play. This is a common rule in many online casinos, so the casino acted in accordance with its terms here.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Natalia