Slots Garden Casino - Player’s account has been closed with winnings confiscated.

I won the max 100 bucks from a bonus after playthrough requirements. Slots garden would not grant the withdrawal because they say I need to show a copy of my passport or send them a copy of my birth certificate. I'm a natural born citizen and don't have a passport. Not in a million years would I ever send these third world pirates that kind of info. It's the first time I've ever been asked for these docs from any casino.

This occurred almost a year ago, in January.

They closed my account last month with $100 balance, after I inquired about my withdrawal this last time. This casino is garbage and the customer service is absolutely useless.

Dear bemarshall,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of this casino? 
• Could you please list which documents you provided to the casino so far?
• Did you receive any justification from the casino regarding the closure of your account?
• Have you previously withdrawn winnings from the casino?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

⦁ Could you please advise how long have you been a player of this casino?

⦁ Could you please list which documents you provided to the casino so far?

⦁ Did you receive any justification from the casino regarding the closure of your account?

⦁ Have you previously withdrawn winnings from the casino?

______________________________________________________________

⦁ At least two years

⦁ Drivers license front back, a selfie of me holding my license and an electric bill. They had previously said that my document verification was complete. Then they started with the passport/birth certificate requirement and wouldn't let up no matter how many times I told them that I don't have a passport and would never send them my birth certificate.

⦁ No, not at all.

⦁ No.

Dear bemarshall,

I apologize for not replying sooner.

You wrote:

they say I need to show a copy of my passport or send them a copy of my birth certificate. 

Please forward the communication you are referring to to my email at tomas@casino.guru

I'll await your reply.

I can't get a transcript of the customer service chat because I'm still locked out of my account. I have no communication with them at all anymore. This is what shows up.

I sent them an email and got this response.

"Hi bemarshall,

Thank you for reaching out to Slots Garden.


We have received your email and will be assigning it to one of our support representatives.

IMPORTANT: Due to the high volume of incoming email traffic to our site, replies can take up to 72 business hours.

Your case number is 154342259 for future reference.

Thank you for playing with Slots Garden and we look forward to chatting with you soon.

Have fun and good luck!

Sincerely,

Slots Garden

Email: help@slotsgarden.com"

Thank you very much, bemarshall, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear bemarshall, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Slots Garden Casino representative to join this conversation. 

Dear Slots Garden Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I had a chance to review the situation and I was able to find three separate player accounts, only one of which has been deactivated and it is not the account with the win in it (though I can see many failed login attempts after deactivation. There are several casino accounts, I assume there is just some confusion as to which one has the playable funds/win on it). The account attached to the provided email has only 4 consecutive free chips (only one casino account is allowed per player or household and only one free chip is valid between cash deposit/play sessions per the terms of the casino). I don't see any deposits in any of these accounts, only free chips then an account confirmation deposit ($21) in order to request a withdrawal on a win from yet an additional free chip. Unfortunately I am not finding any funds in any of the accounts that could possibly qualify for withdrawal, there would need to be a cash deposit/play session before the free play and the peripheral casino accounts would need to be closed. Nothing I can do to assist here I'm afraid.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

There WAS a cash deposit. Slots garden was requiring a $10 btc deposit for withdrawals. I made that deposit and still couldn't withdrawal my funds. I originally requested this withdrawal over a year ago.

Their response is typical of a scamming casino. GIVE ME MY WITHDRAWAL.

P.S. I hope included in the "Supporting Documentation", are the numerous chat logs where Slots Garden is insisting on a copy of my Birth Certificate.

Another thought,

I play with only one account. When these casinos get a withdrawal request from a bonus that does not meet their terms and conditions, the request is denied and the funds are confiscated. I submitted multiple withdrawal requests that were denied and my money refunded to my account. My funds were never confiscated until my account was closed and this is the first time they are mentioning any other account as a reason for denying my withdrawal. They were absolutely insistent that I needed to send them a passport or birth certificate.

This type of response from Slots Garden, is the very reason for their current "BELOW AVERAGE" safety index rating.

Dear bemarshall, 

your case is currently being discussed with the casino representative, I will keep you updated as soon as there is any new information.

Dear bemarshall, 

thank you for your patience as we've looked into your recent complaint. After extensive communication with the casino representative and a thorough review of the situation, we have confirmed that multiple accounts were created in violation of the Terms and Conditions, particularly regarding the policy permitting only one account per player. This rule is a standard practice across the industry.

Regrettably, this means your complaint cannot be upheld. I understand this news is disappointing, and I sincerely apologize for the outcome. Unfortunately, there are no further options available in this situation.

If you encounter any other issues with online casinos in the future, please don't hesitate to reach out. We're always here to assist you.

All the best,

Katarina