Slots Garden Casino - Player experiences delayed Bitcoin withdrawal.

So, i get an promotional email from one of my regular casinos to sign up for this one and they had a welcome bonus to which i happend to be lucky enough and beat the $```1400 playthrough but had to forfeit 1200 of it due to the $100 max cashout limit on the bonus. So immediately I decided to cash out however there were KYC I had to go through and to make a $10 deposit in bitcoin to prove my address and all. So I did that.

on the 27th I get a message from Chuck Pinnock regarding their issues with coindraw and that he was very sorry and wanted my winnings to me asap. What they didnt mention was that my withdrawal request got cancelled which meant they reset the clock on the request which i did not find amusing at all; so i complied with his request and went for the alternate bitcoin withdrawal on the 27th. Then not too long after the casino again apologizes about the delay and gave me a $50 chip credit for the wait time which had restrictive terms on it: that my account be below $5 and had no pending withdrawals.

Naturally, with my still pending withdrawal i am unable to use that chip either nor get any deposit bonuses honored until the pending withdrawal is paid out. Today is 6th August and they are saying that i need to go back to coindraw and that would expedite the withdrawal process to which i said ok i am to elevate this to a third party dispute and see what can be done about that because see I would never have made that $10 deposit or signed up for the bonus at all if i had known they were never going to pay out at all.

see screenshots for the messages from chuck and the vip concierge team from the casino themselves because getting ahold of customer service is telling me that i need to wait 7 extra days after cancelling the second request to which i refuse to and after that seven days to wait for another seven to fourteen more days to process the bitcoin due to network congestion (which is an outright blatant lie because if that were true then deposits should take just as long to get to them as payouts are if it was truly a "network congestion" -- as of this writing Bitcoin confirmation times averages out at 8 minutes -- that's quite significant difference in timeframes between that and two weeks)

So, what should I do? I'm making this same complaint with Central Disputes System since they are contracted by RTG and this casino seems to be exclusively RTG casino.

My understanding is that Casino Guru tries not to intervene until past 11 day mark and i'd say at day 18 since the original request and the emails sent by the casino apologizing and promising expedition in the process justifies the intervention at this point..

thank you for all your time and help with this issue.

Hello benjaminvess,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Garden Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? When was the last time you spoke to the casino and what was it about? Did you try to use a different payment method if the casino claims there are issues with crypto transfers?

I would still recommend to request for a withdrawal as it might work anytime soon as it is still a better option than just keeping the money on the account.

Looking forward to your answer.

Regards,

Nick

The first image is the screenshot of my ID part being fully verified but awaiting the deposit of bitcoin to complete, that was on the 20th of july.

The second image is a screenshot from Chuck asking me to request a second withdrawal because they cancelled the first request. Then two or three days ago customer service rep on the site told me to cancel the second one and request again thru coindraw for expedited payout. I refused and told them they could cancel that themselves and ill proceed to make a third one. They said they couldn't which was comical coming from them considering the original request was completely cancelled to adjust for deductions then cancelled again due to coindraw issues... I refused to because i knew if i cancelled it myself then the clock gets reset because the fault is on me for doing so (and against Chuck's message asking me not to use coindraw as well)..i make it a point to ask every single day about the withdrawal and receive the same "im sorry we are working on it as fast as we can, itll be 7 days from the 27th..." To which i reply repeatedly they are in error about the date because tthe request originated on the 20th... And show them these same screenshots daily.

Also, in order to activate the free $50 chip as token of apology for taking so long ironically cannot be redeemed, just as with all other bonuses they keep promoting to me including deposit ones, cannot be activated until all pending withdrawals are cleared. Im getting daily, multiple, emails filled with bonuses and promos i cant use at all because they havent gotten to the withdraw getting processed.

Two days ago i had tthis conversation with the customer rep in which he erroneously told me my $1400 is processed and will be in my wallet in minutes because it was meant for another player i said oh you guys processed and handed out 1400 and youre balking at paying out 100 to me? 😂😂 SNL couldnt write a more comical skit than this, seriously!

The casino's folks who's been apologetic about the delays are able to send me messages but I'm unable to reach them however their direct customer service support has been nothing but dismissive and patronizing. Id have to go to lengths to prove to them that i did get information from casino saying one thing while they were giving me canned responses like im some idiot whos impatiently expecting the winnings and making up stories to expedite things when clearly the casino has been saying those things but the casino did as evidenced by the screenshots in my complaint...

Now i know realtime gaming okay. If i even as much deposit one dime into the casino whether it be promotional or not i risk losing ALL of the winnings to which they assured me i wouldnt. In fact with cool cats casino and dreams casino not only I lost my winnings but all of my money. Hell, dreams casino cancelled my account altogether. So i aint falling for that shit. RTG clearly states terms of bonus remain in effect until winnings have been withdrawn.

In one of the conversations, i asked what was the hold up? I mean you got payroll check twice at this point and ive been approved on the 20th so why is the "processing" taking much longer than your two paychecks? I told them that makes no sense and thst someone dropped the ball bad but nobody aint picking it up and i dunno where it is otherwise id point you to it already...

Today's fay 19. Almost an entire lunar month if you think about it. For a bitcoin withdrawal. Its not traditional banks in the 20s or even modern day banks either. This is insulting, to be honest, plain and simple.

If youd like i am more than happy to forward you all 18 email transcripts with customer services as well as screenshots of every step of the process

After getting burned by a few RTG casinos, ive learned my lesson and meticulously made sure thst EVERY period and comma, ALL new changes be screenshoted because if they dispute or deny any part of my complaint then they would need to explain the proof that shows they said and did what i said happened.

Its gotten so ridiculous that ive started to avoid brango, extreme, and Yabby because it's starting to feel as if there's more rotten apples in the RTG barrell. Cashing out my winnings shouldnt have to be a long drawn out battle, especially when they're $100 or less AND paid out in crypto...

But seriously 😒

Why am i not getting my $100, besides the coindraw maintenance downtime, ive not been given any valid explanation why except for everythings is fine and its processing... See theyre saying (even now on day 19) once its out of queue, i should expect to wait another 7 to 10 days to get paid out. So on day 19 its STIlLL not out of queue which means it will be 27 if not 30 or more days before it shows up in my wallet..

Are you fuckin kidding me? I get my tax return in a fraction of that timeframe and we are talkin about the united states government bureaucracy redtape! Really!

🤬🤯🤕

Any update?

fyi i had this conversation just now with them cause they added 25 bucks randomly to my account and my withdrawal is still in queue...not even processing ...

[2023-08-12 08:35:00] [I'm a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

[2023-08-12 08:35:10] [lcbtmdx42z] why do i have $25?

[2023-08-12 08:35:11] [I'm a bot] Thank you for contacting us.

[2023-08-12 08:35:11] [I'm a bot] One of our representatives will be with you shortly.

[2023-08-12 08:35:19] [Julius Dan] Welcome and thank you for contacting Deposit Assistance. You are chatting with Julius Dan.

[2023-08-12 08:35:54] [lcbtmdx42z] hi

[2023-08-12 08:36:18] [Julius Dan] Hi . How can I help you today?

[2023-08-12 08:36:33] [lcbtmdx42z] why does my b al;ance show 25 dollars?

[2023-08-12 08:37:04] [Julius Dan] It is a freechip

[2023-08-12 08:37:07] [lcbtmdx42z] its so weird that yall gave me the 25 bucks but still havent paid out the withdrawal request

[2023-08-12 08:37:53] [Julius Dan] A Customer Service Representative will be better able to help you with that. I'll transfer you over to them now. Just a moment please.

[2023-08-12 08:38:04] [lcbtmdx42z] ok

[2023-08-12 08:40:41] [Ben Francis] Welcome and thank you for contacting Slots Garden. You are chatting with Ben Francis from Customer Support.

[2023-08-12 08:40:49] [Ben Francis] Hello Benjamin.

[2023-08-12 08:40:57] [lcbtmdx42z] hi

[2023-08-12 08:41:20] [lcbtmdx42z] whats up with my balance showing 25 bucks with no playthrough and seems withdrawable

[2023-08-12 08:41:33] [Ben Francis] Allow me a moment while I check your account. Thank you for your patience!

[2023-08-12 08:41:36] [lcbtmdx42z] while my withdrawal request is still in queue not even penmding processing

[2023-08-12 08:42:13] [lcbtmdx42z] and the fucked up thing about the 25 bucks is that if yuou read the fine print on the 50 chip promo

[2023-08-12 08:42:51] [lcbtmdx42z] the withdrawal on th e second one would be denied anyways caiuse the last withdrawal was a free one too

[2023-08-12 08:43:04] [Ben Francis] This was a chip added by our team for active players,

Standard Free Chip rules include a 30X wagering requirement for Slots and Keno, and a 60X wagering requirement on Allowed Table Games. The maximum cash out is 1 time the value of the free chip. If your free chip is $100 or less, the minimum and maximum cash out is $100.

Please be aware that this bonus cannot be used to play: Baccarat, Craps, Pontoon 21, Pai Gow Poker, Shooting games, Sic Bo, Roulette, or War and the previously mentioned rules will apply even after the playthrough requirement is fulfilled.

[2023-08-12 08:43:57] [lcbtmdx42z] but my withdrawal request on july 20th and renewed on the 27th hasnt been processed

[2023-08-12 08:44:21] [lcbtmdx42z] so are yall trying to invalidate both of mywithdrawals by putting this in my account?

[2023-08-12 08:45:30] [Ben Francis] No, if the free bonus is added by the system and not redeemed by you, it will not effect the withdraw you have in place.

[2023-08-12 08:46:05] [lcbtmdx42z] but it affects the withdrawal on the current one

[2023-08-12 08:46:33] [lcbtmdx42z] but realistically

[2023-08-12 08:46:35] [Ben Francis] Could you please clarify your concern?

[2023-08-12 08:46:56] [lcbtmdx42z] why hasnt my request been looked at yet?

[2023-08-12 08:47:10] [lcbtmdx42z] its been 15 days now

[2023-08-12 08:47:22] [lcbtmdx42z] elevated for 3

[2023-08-12 08:47:43] [lcbtmdx42z] thats just from the most recent request

[2023-08-12 08:47:57] [lcbtmdx42z] not counting the extra 7 from the original one on the 20th

[2023-08-12 08:48:25] [lcbtmdx42z] whats going on

[2023-08-12 08:48:27] [Ben Francis] Allow me a moment please.

[2023-08-12 08:50:03] [lcbtmdx42z] my birthday is in 4 days. lol and in a week it will be a full month since my original withdraw rewquest

[2023-08-12 08:50:45] [Ben Francis] I can see the request was already escalated to our team, no need to worry about it at the moment, I will make sure to follow up on your request with our team and you may check back with us on Monday for updates, apologies for any delays caused.

[2023-08-12 08:51:22] [lcbtmdx42z] lol but you realize thats what everyone else said too

[2023-08-12 08:51:40] [lcbtmdx42z] but nobody can explain why

[2023-08-12 08:51:49] [lcbtmdx42z] and to be honest

[2023-08-12 08:52:17] [lcbtmdx42z] what if i actually make it thru the playthrough from the 25 bucks in my account?

[2023-08-12 08:52:31] [lcbtmdx42z] will that not get paid out too?

[2023-08-12 08:54:52] [Ben Francis] Benjamin your request is just delayed you will be paid and I will make sure that it will be processed as soon as possible.

[2023-08-12 08:55:29] [Ben Francis] As mentioned this chip was added for you and it was not redeemed by you so if you play it and win you will be eligible for the winnings.

[2023-08-12 08:55:54] [lcbtmdx42z] whats the catch

[2023-08-12 08:55:54] [lcbtmdx42z] whats the catch

[2023-08-12 08:56:06] [lcbtmdx42z] limits?

[2023-08-12 08:56:25] [Ben Francis] There is no catch Benjamin it's just a chip drop and it comes with these rules,

Standard Free Chip rules include a 30X wagering requirement for Slots and Keno, and a 60X wagering requirement on Allowed Table Games. The maximum cash out is 1 time the value of the free chip. If your free chip is $100 or less, the minimum and maximum cash out is $100.

Please be aware that this bonus cannot be used to play: Baccarat, Craps, Pontoon 21, Pai Gow Poker, Shooting games, Sic Bo, Roulette, or War and the previously mentioned rules will apply even after the playthrough requirement is fulfilled.

[2023-08-12 08:56:31] [lcbtmdx42z] sticky bonus?

[2023-08-12 08:56:48] [lcbtmdx42z] i dont play those so thats not a problem

[2023-08-12 08:57:06] [Ben Francis] What do you mean by Sticky bonus?

[2023-08-12 08:57:26] [lcbtmdx42z] like when i make the request for withdrawal

[2023-08-12 08:57:35] [lcbtmdx42z] the 25 bonus is subtracted

[2023-08-12 08:58:11] [Ben Francis] No, if you finish the playthrough you will be eligible for $100.

[2023-08-12 08:58:13] [lcbtmdx42z] the bonus sticks with the casino

[2023-08-12 08:58:30] [Ben Francis] This is for match bonuses only.

[2023-08-12 08:58:31] [lcbtmdx42z] how come my balance box doesnt show the playthrough

[2023-08-12 08:59:25] [Ben Francis] Because it was added on your account not redeemed by you, that's why the system doesn't recognize it as a free chip.

[2023-08-12 08:59:28] [Ben Francis] Do you have any more questions I can help you with right now?

[2023-08-12 08:59:40] [lcbtmdx42z] how much ius 30 trimes 25?>

[2023-08-12 09:00:05] [Ben Francis] $750.

[2023-08-12 09:00:13] [lcbtmdx42z] oh i thought more than that

[2023-08-12 09:00:33] [lcbtmdx42z] so i come back here to find out if i finished out the playthru?

[2023-08-12 09:00:52] [Ben Francis] Yes, after you play for a bit you may join us through chat again and we will check it for you.

[2023-08-12 09:00:58] [lcbtmdx42z] okies

[2023-08-12 09:01:06] [lcbtmdx42z] sounds good and thank you for the chip add

[2023-08-12 09:01:29] [lcbtmdx42z] its appreciated and hopefully i win this one for my big 40 birthday in 4 days

[2023-08-12 09:01:41] [Ben Francis] Happy Birthday Benjamin.

[2023-08-12 09:01:54] [Ben Francis] Hope you enjoy it 🙂 good luck.

[2023-08-12 09:01:57] [Ben Francis] At the end of our chat, you will see a short survey, we would greatly appreciate a minute of your time to rate the service I provided. Thank you

[2023-08-12 09:02:00] [lcbtmdx42z] thank you sitr

[2023-08-12 09:02:02] [Ben Francis] Thank you so much for playing at Slots Garden. We really appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for you 24/7.

[2023-08-12 09:02:04] [lcbtmdx42z] okies

Chat ID: 6753328

Sincerely,

Live Support Team

Thank you benjaminvess for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello benjaminvess,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slots Garden Casino to join the conversation and participate in the resolution of this complaint.

Dear Slots Garden Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

They approved of the withdrawal yesterday; however they have not yet paid out the withdrawal stating that it would take another 7 to 10 business days although after they have made the same claims of timeframe with the approval, I'm dubious about the actual payout and suspect they will claim to have paid out however never do so but because it's already approved and I cant cancel or change anything at this point, it'd be moot to pursue.

Dear benjaminvess,

Thank you for the information. Can you please update us once you have received the payment? I will let the timer run for the casino to see if they confirm the transaction.

Kind regards,

Tomas

Confirmed. Payment received. We may now close this complaint haha.

Good Lord it only took almost 30 days

Dear benjaminvess,

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,

Tomas