HomeComplaintsSlots Garden Casino - Player’s struggling to complete account verification.

Slots Garden Casino - Player’s struggling to complete account verification.

Amount: $925

Slots Garden Casino
Safety Index:Below average
Submitted: 12 Dec 2022 | Case closed : 21 Jul 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from the US is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago

I showed them my verification documents a couple times. One time they said they had to confirm my Bitcoin address. Then about every 7 day's it's either they need my documents or they deny my withdraw so it will take 7-10 more business days. This has been going on for a few weeks now. And I'm again with my balance back on my slot account.

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2 years ago

Dear troycornelius509,

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 have you 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

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2 years ago

Dear troycornelius509,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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