Slots Garden Casino - Player’s account has been blocked.

Both my husband and I have pending withdrawals but cannot access the casino. If we try to log in we get redirected to another casino. They also stopped communication via emails. Ive made so many deposits already and everything was fine....

My husband is waiting since 24 June already. He has 2 withdrawals one of R4000 and the other R6000.

I have a pending withdrawal of R10000. Surely a casino cant just disappear!

Dear salter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi Petronela. Yes.... They do have all my documents. I have sent you an email

Additional comments from the player:

"Hi Petronela

I am Faith Salter from South Africa. Thank you very much for taking time to listen and read about my concern. Yes I have submitted all my documents to the casino in the past when i won a jackpot but did not get the money because i played with a coupon. 

This time, when I aked them about the withdrawal and how long it would take, I was first told that it wont take long as they do have all my details . so 3 days later I asked them again they told me to re send my documents, so i did. We still communicated via email. And then 2 days later I tried to log into the casino and it redirects me to Yebo Casino. My husband still thought its a mistake from my side and also tried to log in from he's devise but also got redirected to Yebo Casino. He then asked them and they told him that they are not connected to Slots Garden and if that persists it means the casino is closed down, So he send then emails because he also has a pending withdrawal. Previously they answered him because he is waiting since June 24 already, but since we cannot log in they also dont respond to emails anymore."

Thank you very much, salter, for your email. Could you please advise if both accounts were successfully verified in the past? Have you, and your husband, received withdrawals previously? Looking forward to hearing from you.

Both our accounts were successfully verified. He never received any withdrawals from them. I did get R500 from them as compensation for the jackpot that i won ( that was R85 000) but because i played with a bonus i could not get the money so they send me a R500

Thank you very much, salter, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello salter,

I looked at your complaint and will do my best to help you. I would like to invite Slots Garden Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Thank you Viliam. I have also forwarded the emails to Petronela where Slots Garden asked me to re-send my documents. And then they stopped all communications. I would like to hear from them so I am happy to see that you've added them to our chats

Dear salter,

if you want to share some documents you can send them to my email: viliam.v@casino.guru(Petronela is no longer part of this complaint).

We would like to ask the Slots Garden Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Villiam. I got a response from slots garden 4 days ago in the forum. I still did not het an email from them. Here is a copy of their response.

Unfortunately Slots Garden Rand (the South African version of Slots Garden) has been retired as a brand, however we have managed to locate your withdrawal and are working toward getting the situation resolved for you. Look in your email for contact from Slots Garden Casino service and respond to them if you haven't already. Keep me posted here as to the progress and I'll assist if necessary but things should be in progress already.

Best wishes,

Nick

Dear salter,

try to check your spam folder.

I do check my spam every day. Still no email from them

Hey all,

I've spoken to the service department and they have attempted contact through your registered email address twice now. Are you certain you are accessing the proper email account salter?

Best,

Nick and Slots Garden

Hi Nick. I got a message from yebo casino yesterday and was told my money has been added to their account. Thank you so much

Hi all. Thank you so much for your assistants. I received an email that i can proceed with my withdrawal.

One last question.... seeing that my husband also have a pending withdrawal, must he follow the same steps?

Hey Salter,

Happy to help, being as you are already in contact with the service department via email respond to them and give them the necessary information regarding your husband's account. They will need him to contact them personally however they can provide the necessary details to do so.

Best,

Nick and Slots Garden

Thank you so much for your help

Thank you so much for your help

Dear salter,

should I consider this complaint as resolved, please?

Yes. Thank you again for your help

Dear salter,

Thank you for using the Casino Guru complaint resolution center. 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,

Viliam Casino.Guru