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

I have been trying to receive a simple Bitcoin payout since November of ($980.00). After sending multiple documents, including opening two bank accounts online and renting an apartment. And being denied for cashout several times. I was told that all I need is a Bitcoin address, and a picture of my state ID. Front and back. Which I have provided at least 5 times. to find out that don't have my Bitcoin address. (Again) or i need to send more documents. Is very upsetting. Now today after being told to wait 7 business days for my money to be paid out. I find it back in my account. (Again). I know there trying to get me to spend it. I'm trying to stay patient. I'm told again that all they need is my ID my bitcoin address. By one person then the next says they need utility bill. That 2 bank statements, a rental agreement, My dshs paperwork, is not good enough for address verification. Because they know that I'm traveling In my RV. And don't have a utility bill. Please help someone. I have sent well over 30 emails with documents. And talked to live chat more than 30 times as well. I have been given the run around for so long . I don't think there trying to pay me despite all the money I deposited, they want to take what I win back too!? So messed up. I'm willing to give good reviews if I am paid because I like the casino. If I'm paid it's a good casino. This is my only issue.

-Wildwes206-

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 forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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 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.

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.