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

i've submitted my documents for more than 3 weeks now and my account is still not verified.

Dear Bambii100,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

i've recieved zero feedback and it has been more than 20 business days

Thank you very much, Bambii100, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Bambii100,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slots Garden Casino to join the conversation.

Dear Slots Garden Casino,

Can you please provide some information regarding the player's verification delay?

Greetings all,

I was unable to locate any submitted documents Bambii100, perhaps you submitted them from a different email address than that registered in your account?

As to your ability to withdraw your current balance stands at $47.25, the minimum withdrawable amount is $100 which also the maximum cashout for the bonus currently in play. You will need to play that balance to $100 in order to be eligible for cashout.

Best wishes,

Nick and Slots Garden

It is the same email. I even sent an email explaining the problem. i was given a case number only and nothing since that

Dear Bambii100,

Can you forward the "explanation email" you have sent to the casino to me at michal.k@casino.guru as well, please?

As Nick mentioned, according to the casinos' T&Cs the minimum withdrawable amount is $100.

So your balance of $47.25 can't be withdrawn. You need to continue to play your balance and reach $100 in order to be eligible for cashout.

Just to let you know the casino has these bonus rules:

13. While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply.

So to avoid any unpleasant situation, once you acquire your winnings up to the amount of $100 make sure you submit a withdrawal, and after you receive it deposit real money to play again. Otherwise, if you continue to play without a withdrawal and win more, all the other winnings in excess of $100 will be removed prior to your withdrawal as the max win limit (bonus win limit) still applies.

Dear Michal

i understand that there's a max withdrawal of 100usd. My problem is not with the amount of money i want to withdraw, but the fact that my account has not been verified even after submitting the necessary document

Dear Bambii100,

Are you sure you have sent all the required evidence to the casino? Did you receive any email confirmation from the casino of the sent documents? To be sure, can you forward me (michal.k@casino.guru) the same evidence you have provided to the casino, please?

Greetings all,

I was able to locate the documents using the supplied ticket number, thanks for that. I've had the documents reviewed and they are now approved and your account is verified Bambii100. We still need a valid method of payout as mentioned but I also see you played your balance up, congrats!

So, a payout method and you need to request those funds for withdrawal Bambii100.

Best wishes,

Nick and Slots Garden

Greetings.

Thank you for all the help. I have added a payout method and requested a withdrawal. Now i'm just waiting to see if it will be approved.

Thank you for the response, Bambii100.

Just so you know, the withdrawal process can take a few business days and in some cases (hopefully not in your case) weeks so please be patient.

Please let me know in case you would require any additional assistance.

how long does it take for a crypto withdrawal?

Dear Bambii100,

This is the information the casino has in their terms and conditions, so...

Greetings all,

Thanks for your cooperation Bambii100 however I'm still not seeing a method of payout posted to your account. If you would be so kind as to post your Bitcoin address here Michal will lock the post so only we can see it and I can try to give this a little shove for you.

Until I have a method of withdrawal on file I can't move forward.

Best wishes,

Nick and Slots Garden

Dear Nick / Slots Garden Casino

Has the withdrawal been processed on your side? If so, when approximately can the player expect the money to hit their wallet?

Greetings all,

I had the request reviewed and approved for payout yesterday and have now submitted it for express disbursal. We should be seeing some movement shortly.

Let us know when that comes in Bambii100!

Best wishes,

Nick and Slots Garden

Thank you for the response, Nick / Slots Garden Casino.

Dear Bambii100,

Let us know once you receive the money, please.

Dear Bambii100,

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.

Dear all,

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.