Slots Garden Casino - Player's documents have not been verified.

I received an email from Slots Garden offering me a sign up with $30 free chip with no deposit. The terms included in said email were as states- Bonus Terms: GARDEN30 comes with a 40x playthrough requirement and a cash-out limit of no more and no less than 100 USD. This Bonus is valid to play slots and Keno only. Unless stated otherwise, Standard Bonus Rules apply.

I won $260 a week ago and when I tried to withdraw $100 it said I had to send in 2 documents to verify my identity, so I did immediately. Now I can't get them to respond and he number shown via website is a spoof number and the live chat option wont open. Please help.

Dear lyndseybennett527,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Dear lyndseybennett527,

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.

I sent the 2 requestsd documents the same day within minutes after they requested them. The requested documents were my picture I. D and something to verify my address that was within the past 30 days. I sent my driver's license and my bank statement for my address verification , which is also what I listed to receive my cash out to . It's now been going on 12 days since I sent my documents and requested cash out .

Thank you very much for your reply, lyndseybennett527. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear lyndseybennett527,

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.

Forwarded

Thank you very much, lyndseybennett527, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, lyndseybennett527!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Ok 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.

Greetings all,

Apologies, I had some health issues and needed some recovery time. I had a chance to review the account and I'm afraid in this case there is little I can do. The terms and conditions of the casino only allow one account per household/player and only one free chip is allowed between cash deposits. In this case we have both these things going on, more than one account and more then one free chip with no cash deposit history.

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

Best wishes,

Nick and Slots Garden

Thank you, Nick!

lyndseybennett527, we have received enough evidence from the casino representative to say that you have participated in creating multiple accounts plus you have been using only free chips to play without ever making a deposit. Therefore, I must reject your complaint. If you will have any issue with casinos in the future, do not hesitate to contact our Complaint Resolution Center once more! If you will have any questions, you can write them to my e-mail: pavel.k@casino.guru.