Slots Garden Casino - Player's Bitcoin withdrawals are delayed.

On June 3rd I won a grand and made four separate withdrawal request for $2500 each using Bitcoin, which was my deposit method. (That’s their max withdrawal limit). My account t had been previously verified. A few days later I checked in via chat and confirmed that they have all the documentation they needed from me. But I’m June 12th all withdrawal request were cancelled and the money was showing in my balance. When I finally got a live person on chat they said that my withdrawal method wasn’t in there but now they had it and I could proceed with the request. This didn’t make any sense to me because you can’t make the Bitcoin withdrawal request without inputting your wallet address. The chat representative said that the clock restarted on my withdrawal and the first one should be approved by the following Tuesday. I had also emailed support during this time and received an automated reply but no specific communication. I later received a voice mail from my "VIP concierge" stating she would help expedite. But nothing has been approved at this point. I have had similar issues with their sister casino in the past, slots of Vegas. I just wish they would follow their own withdrawal guidelines. I have done my part, please do yours and pay withdrawals in a timely manner. They have really good games and solid bonuses. But things like this just ruin their reputation. Please do the right thing. Thank you. I can provide copies of all chat sessions and kept the voicemail if you find it helpful to review

Dear ericlsmith,

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.

Do I understand correctly, that after your withdrawal requests were canceled you requested 4 withdrawals again for the full amount? Could you please specify when you made the new withdrawal requests?

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

Hello and thank you for your reply. After the initial four withdrawal request were cancelled, I attempted to contact live chat and emailed support but my emails were not responded too within 72 hrs and I couldn’t get a live chat person in a timely manner (approximately 45 minutes), I re-requested one withdrawal for $2500 on 6/12. On 6/16 after connecting with a live support person, I requested the additional three withdrawal request again for $2500 each on the 16th after being instructed to do so by the chat support person who assured me everything was okay and that I should see my first approval on the 20th. Please let me know if you need any additional information or if you would like me to provide the chat transcripts. Thank you

Thank you for your reply.

Could you please post the chat transcripts here or send them to my email at tomas@casino.guru? I'll await your reply.

Thank you very much, ericlsmith, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thank you Tomas and Peter. Please let me

know if you need anything else from me at this time.

Sincerely,

Eric

Hello there,

Thank you ericlsmith for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Garden Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

Apologies, I am abroad on holiday at the moment but will be logging in remotely for office hours quite soon. Thanks for your patience.

Best wishes,

Nick and Slots Garden

We would like to ask the 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’ which may negatively affect its rating.

Greetings all,

Thanks again to everyone for their patience, I had the opportunity to review the situation and I should be able to assist here. Could you please confirm your Bitcoin address for me Eric? I'm certain Peter will be kind enough to block the comment from prying eyes.

Best,

Nick and Slots Garden

Peter, would you like me to post my Bitcoin address here?

You can post it here and I can private the post making it visible to the involved parties only or if you wish you can send it to my email address (peter.c@casino.guru) and I will pass it on to Nick that way.

Thanks in advance!

Greetings Eric,

Thanks for that, I'll see what can be done to assist.

Best wishes,

Nick and Slots Garden

Greetings all,

In order to proceed a "KYC" is required for account validation, if you could please visit our service department Eric and confirm a few bits of information (just tell them you'd like to do KYC) then get back to me when it's complete I'll see what can be done to move forward here.

Best,

Nick and Slots Garden

I chatted with one of your online representatives a few minutes. My account was previously verified and I deposited with Bitcoin. I verified that they had everything that they needed for a bitcoin withdrawal before I started playing.

I am happy to complete any form that you have. I couldn't find an actual KYC form on your website, but from what the chat person is saying, I provided everything that they needed. If there is something specific that you need me to complete, feel free to send it to Peter and I'm sure he will forward it to me.

This was the third time now that I've given Slotsgarden my wallet address. This just feels like more of the same. It's been two months now. I've tried repeatedly to call the number listed on your website and even had my cell phone carrier check the number. They can't get through either. The number you have listed on your website is 866-616-9183. Is this a working phone number? I have repeatedly jumped through every hoop that you have asked me to. Please just do the right thing.

I will post the chat transcript from my latest conversation with the chat representative (I exceeded the 5000 letter count so I can't post it in the same thread). I X'd out my personal information for obvious reasons, but would be happy to send the unedited version to Peter if needed. Thank You.

We would like to ask the 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’ which may negatively affect its rating.

Dear ericlsmith,

Unfortunately, I was informed that Nick is experiencing health problems, so this is the reason he has not been fully available for a longer time, and replies were delayed.

As there is no other relevant contact for the casino, and Nick has been helping us in resolving complaints without issues for a long time now, I will extend the timer by a longer period and provide the casino representative with more time to recover and return to help us.

I am aware it must be frustrating for you, but in this case, I sincerely hope for your patience and understanding.

Now let's please stay patient and positive, and I believe he will get back to us soon.

Once I have any news or an update, I will inform you as soon as possible. I am sorry for the inconvenience caused.

Thank you Peter, I appreciate your continued support with this matter. It is very frustrating. I do wish Nick nothing but the best though and a quick recovery. I did receive a voicemail from my VIP concierge yesterday, Kristen. Unfortunately, I was on a plane so it went straight to voicemail. The caller ID doesn’t leave the full number so I am unable to return her call and have been unable to obtain an email address or direct phone number for her. She did say that she is working on it, but it’s impossible for me to get my hopes up after almost 90 days. But I’ll try to stay positive for now. Once again, I truly appreciate what you guys do here. It’s critical that players have a voice in the community and you guys are providing a tremendous service that is very much appreciated.

Greetings all,

Looks like things are coming together here and we should see some movement shortly, the necessary information is now approved and posted to the account. Thanks everyone for your patience, support, and understanding.

Best wishes,

Nick and Slots Garden

Thanks Nick, I’m looking forward to this issue being resolved and will keep everyone posted on the results.

Eric

Hey Eric,

The first installment is approved and escalated for payment via Bitcoin, it should go out before too long here. Let us know when it comes in. As to the other three requested withdrawals we will need to push those through as they are eligible, that said I'll do what I can to get them approved and out the door as quickly as possible.

Best wishes,

Nick and Slots Garden

Thank you Nick, I am happy to report that I did receive the first payment this morning. Thank you again for your continued support with this matter. I am looking forward to receiving the remaining three installments and will keep everyone updated. Thanks again to Peter and Casino.guru for providing this invaluable service to the gaming community.

sincerely,

Eric

Dear ericlsmith, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear ericlsmith,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Peter,

please continue to keep the complaint open. I will update when the other pending payments come in. Thank you so much.

sincerely,

Eric

I just wanted to update everyone. It's been over two weeks now. I haven't received the second payment yet. I did receive a call from my VIP concierge, who said she would help expedite.

Nick can you tell us when I should expect the next payment of this withdrawal request from June?

Thank You,

Eric

Greetings all,

I'm pleased to announce the the next payment in line was approved and sent out via Bitcoin earlier today and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Slots Garden

Thank you Nick, I can confirm that the second payment was received. Peter, please keep the thread open and I’ll update as the final two payments are received. And again, thank you both for your assistance with this matter.

sincerely,

Eric

Dear ericlsmith,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you Peter,

Nick, can you tell us when I should expect the next payment? I will keep everyone updated as soon as it arrives.

thank you,

Eric

Greetings all,

I'll see what I can do to get some cash moving here, let us know when it comes in ericlsmith.

Best wishes,

Nick and Slots Garden

Hello Nick and Peter,

I can confirm that I did receive the 3rd payment. Thanks again Nick for your continued support with this matter. Peter, please keep the complaint open and I will update when the final payment comes through.

Sincerely,

Eric

Dear ericlsmith,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you Peter,

thank you for keeping this open. I will update when the last payment is received. Thanks again for you and Nick’s continued support with this matter.

sincerely,

Eric

Hello Nick,

Can you get this last payment pushed through? Thank you

Eric

Hey Eric,

On it, already have the approval done now and I'll see when I can get the cash out the door. Let us know when it arrives. 🙂

Best,

Nick and Slots Garden

Thank you Nick, I am happy to report that the final payment was received. Although, I wish it had not had to come to this, I am very gratefully for your assistance and for Casino Guru providing this invaluable service to players. Can you tell me if Slotsgarden and their sister casinos have made any improvements to their pay out systems? If I continue to gamble there, will I incur these type of long payment problems going forward or has there been a fix implemented to ensure that players will be paid in the time window documented in the terms and conditions?

And Peter, thank you for much for your assistance with this matter. You guys are providing an incredible service to the gaming community.

Sincerely,

Eric

Dear ericlsmith,

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,

Peter