Slots Garden Casino - Player is not satisfied with casino services.

14/7/2020

TO WHOM THIS MAY CONCERN, 

MY RECENT EXPERIENCE WITH SLOTS GARDEN AS A VIP LEVEL 3 MEMBER LEFT ME NO OTHER CHOICE THAN TO WRITE AND ESCALATE THIS. 

I HAVE BEEN PLAYING ON SLOTS GARDEN ONLINE CASINO FOR ABOUT OVER 2 YEARS NOW, AND EVERY TIME I HAVE WINNINGS AND REQUESTED A WITHDRAWAL, THERE HAVE BEEN ISSUES WITH MY PAYOUT. I DO UNDERSTAND THAT ALL DETAILS AND BANKWIRE DETAILS NEEDS TO BE CONFIRMED BEFORE A PAYOUT IS APPROVED, BUT ALSO I NEED TO MENTION THAT THE CASINO'S TERMS AND CONDITIONS STATES IT TAKES 7-10 DAYS FOR WITHDRAWAL TO BE APPROVED, AFTER THAT YOUR MONEY WILL BE PAID WITHIN THE NEXT 7 DAYS. NOW I HAVE RECEIVED MY MONEY EVERY TIME, BUT NOT IN THIS TIME FRAME. 

TODAY IS NOW THE 14TH OF JULY 2020, AFTER I HAD WINNINGS AND REQUESTED A WITHDRAWAL ON 30 JUNE 2020 ALREADY, AND STILL WAITING FOR RESPONSE AND MY WINNINGS TO BE PAID OUT. EVERY TIME I FOLLOW UP ON LIVE CHAT, THE AGENT ADVISES THEY WILL ESCALATE THIS AS URGENT AND I NEED TO CHECK BACK AGAIN. I HAVE, OUT OF MY OWN ON 6 JULY 2020, ENQUIRED ABOUT MY WITHDRAWAL AND ASKED WHAT I CAN DO TO SPEED UP THE PROCESS OR PREVENT ANY DELAYS WITH MY PAYOUT. A VERY HELPFUL AGENT ASSISTED ME TO WHAT IS NEEDED AND I HAVE SENT ALL REQUIRED DETAILS AND DOCUMENTS AS PROOF ON THE SAME DAY WHICH WERE 6 JULY 2020. NOW AFTER THAT EVERY TIME I FOLLOW UP, I'M NOT SURE IF STAFF JUST WANTS TO PLAY FOR TIME OR KNOCK YOU OFF BECAUSE EACH AND EVERY TIME I NEED TO EXPLAIN AND ADVISE I HAVE SENT EVERYTHING VIA EMAIL ALREADY. OR THEY REQUEST IT ALL OVER AGAIN. NOW INSTEAD OF ONLY SENDING THIS TO "DOCUMENTS" DEPARTMENT WHICH IS "documents@slotsgarden.co.ca", I HAVE SENT IT TO "info@casinosupportcenter.com" AS WELL, TO PREVENT ANY DELAYS THAT MIGHT POP UP. NOW ON 9 JULY 2020 I FOLLOWED UP AGAIN AS I WERE INFORMED I NEED TO CHECK BACK IN 3 BUSINESS DAYS. THE AGENT I SPOKE TO ADVISED THAT IT WERE WRONG I ONLY NEED TO SEND IT TO "documents@slotsgarden.co.ca". I MEAN WHAT IS THE DIFFERENCE!!!!!!!!? I HAVE FORWARDED TO ONLY THIS EMAIL ADDRESS FOR THEIR CONVENIENCE, AND SINCE THEN I HAVE FOLLOWED UP DAILY, AND WITH NO SUCCESS!! I HAVE RECORD AND SCREENSHOTS OF ALL MY CHATS WITH THE AGENTS, AND IT IS RIDICULOUS TO FIND THAT EVERY ONE HAS ANOTHER STORY... I ,KINDLY REQUESTED THEM TO HANDLE THIS AND REVIEW MY PAYOUT URGENTLY AS I AM PATIENT TO GIVE THEM TIME TO DO THIS WITHIN TIME FRAME. BUT SINCE TODAY NOTHING HAS HAPPEND, EVEN THOUGH I HAVE BEEN INFORMED SEVERAL TIMES IT HAS BEEN ESCALATED AS URGENT... 

NOW IT SEEMS LIKE THEY DO NOT CARE TO EVEN ATTEMPT TO REVIEW AND PROCESS MY WITHDRAWAL.. I WISH THAT THEY COULD PROCESS PAYMENTS AS FAST AS A DEPOSIT FROM MY SIDE IS CREDITED TO MY ONLINE ACCOUNT - BECAUSE THAT IS HASSLE FREE WITHIN SECONDS!! I HAVE SPENT A LOT OF MONEY ON THIS CASINO, AND THE LEAST I EXPECTED WERE TO BE TREATED FAIRLY AND PAY ME WHAT I DESERVE, WHICH IS MY WINNINGS - WITHIN TIME FRAME!!!

I AM HONESTLY NOT HAPPY WITH THIS!! MY BIRTHDAY WERE ON 12 JULY 2020, AND I COULD NOT EVEN CELEBRATE IT WITH MY WINNINGS. :(

I AM NOT SURE IF THIS REVIEW WILL DRAW ANY ATTENTION, AND I HAD NO OTHER CHOICE TO DO THIS AS I DID NOT RECEIVE ANY SATISFACTORY SERVICE. AND I FEEL EVERY ACCOUNT HOLDER DESERVES THIS! 

I DO NOT WANT ANY BRIDGES TO BE BURNED AS I DO ENJOY PLAYING ON SLOTS GARDEN, BUT I CAN NOT LEAVE THIS UNRESOLVED, OR RESOLVED AT THE CASINO'S OWN TIME. 

WHY HAVE TERMS AND CONDITIONS IF YOU CAN NOT ADHERE TO THIS, YOUR OWN TERMS AND CONDITIONS?????

I DO HAVE PROOF OF COMMUNICATION AND RECORD ON SCREENSHOTS OF ALL THE LIVE CHAT FOLLOW UPS WITH VARIOUS DIFFERENT AGENTS.

I AM VERY UNHAPPY AND DISSAPOINTED. I EXPECT THIS MATTER TO BE RESOLVED WITHIN 48 HOURS AND MY WITHDRAWAL TO BE PROCESSED WITHIN 48 HOURS. 

REGARDS.

Dear ANASTASIA,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please, could you forward me the existing communication between you and the casino? My email address is kristina.s@casino.guru.

Additionally, I would like to point out, that Slots Garden is one of the casinos which has long waiting payout times. You can read more about it in our review about this casino here:

https://casino.guru/slots-garden-online-casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Anastasia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Christina,

Thanks for your response. I do have to advise, even with a huge delay I hereby confirm that one of many helpful assistants called Chaplin Gray have assisted in this matter and my payout have been processed on Sunday 19/07/2020 and money now reflecting in my account. You can now close this case.

Regards,

Anastasia

Dear ANASTASIA,

Thank you for letting me know. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Kristina