Slots Garden Casino - Player's cashback withdrawal has been delayed due to verification.

Hello.

It has now been 16 days since I requested a withdrawal. I received a $30 Cashback which I turned over $1200 and was ready for withdrawal on the first day.

The support team has told me 2-3 times that no deposit bonuses are not applicable for Swedes and I've responded that I'm lucky it was cashback then.

Oops, they now see that it was not a bonus but a cashback and it is still pending. 3-4 times, they've asked for my Bitcoin address which I've sent each time. Most recently, the support team said the lengthy processing time is because I need to verify my account, something no one mentioned or sent an email about.

My account has been verified for a year and I've made a deposit with Bitcoin where I put in $14 but only received $7 because half disappeared somewhere.

The support responds saying one must verify their account twice a year, that was news to me. But I sent the same documents they already have 2 days ago.

It would be kind of you to look into this.

Dear malcolmbraxe,

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.

• Have you made any successful withdrawals from the casino in the past?
• When was the last time you received any feedback regarding the verification of your account?
• If you saved any correspondence with the casino regarding the issue, please forward it to my email at tomas@casino.guru

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.

I have never made a withdrawal, but I verified the account immediately I opened the account.

A smart tip is to start with verification the first thing you do after opening a new account, because then the verification goes very quickly when they know that it must be completed before you transfer money to the Casino.

Wednesday, January 10th, 2024 at 22:26

3 days ago I got feedback about verifying again and then I submitted copy of driver's license, ID and Visa card to

documents@slotsgardenmail.com right after talking to support.

Today i got this info from support and it's now 22 days since my withdraw.

"You have been very patient. Just give us some more time, please. There has been a significant volume of transactions (due to many winners/requests) which has caused us to delay in processing payment requests."

Thank you very much, malcolmbraxe, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello malcolmbraxe,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slots Garden Casino representative to join this conversation and participate in resolving this complaint.

Dear Slots Garden Casino,

Could you state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I have reviewed the situation and the account is fully validated, there is no issue here. The issue lies in the fact that the requested withdrawal was the result of the 5th consecutive free bonus without cash deposit to the casino. Per the terms and conditions of the casino and the free chips themselves only one free bonus is valid between cash deposit/play sessions. There has been only one cash deposit to the casino historically and this was the account validation deposit which is scheduled for refund shortly, the requested withdrawal has been denied for the above mentioned reasons.

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

Best wishes,

Nick and Slots Garden

Hello malcolmbraxe,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - the requested withdrawal was the result of the 5th consecutive free bonus without a cash deposit to the casino.

The casino acted correctly and within its terms and conditions.

Sorry that we could not help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

Thank you very much, Slots Garden Casino, for providing information and your cooperation.

Best regards,

Stefan, Casino.Guru