Slots Garden Casino - Player’s struggling to receive her winnings.

I requested a withdrawal over 6 weeks ago and have had nothing but problems. First, the request was cancelled by slots garden due to coupon requirements (I requested $175 to be withdrawn and my coupon was only eligible for $200). I changed my request to accommodate this requirement and spoke to a rep via chat. First I was told there would be no other problems as long as my documents were in order and they verified that all documents were received and correct. However, this request was canceled by slots garden this time they said it was because i bank at a credit union and that they can’t send wire transfers to credit unions, this was after I did verify with my bank that they do in fact accept international wire transfers. Next, I changed my request to a paper check and this time spoke to another rep and someone whom I was told was a supervisor in a live chat, the "supervisor informed me that everything was in order for a paper check to be issued and he would have my payout expedited this was on 4/3/20 and was the last communication I have had from the casino. I have sent numerous (5 to be exact) since 4/3/20 emails with no response and now am unable to connect to customer service via live chat as slots garden has disabled that option on my account. Today I logged into my account and the withdrawal was cancelled again by them and I no longer have the "withdrawal" option tab available to me.

Dear Kelly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do so, could you please advise if there is an active balance in your account or all your winnings were cancelled? 

In the meantime, I would suggest checking our review for the Slots Garden Casino: https://casino.guru/slots-garden-online-casino-review.

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, there’s a $200 active balance in my slots garden account.

Thank you very much Kelly for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

We also inform players about this in the review of Slots Garden Casino, as shown below. 

"That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times."

Of course, it isn’t correct that you haven’t received any proper explanation from the casino since it has been more than a month. Do you agree with Casino Guru contacting the casino about this issue? 

Dear Kelly,

Any update regarding your complaint? 

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Sorry I didn’t see your last response before now. Yes, please contact them. Thanks.

Greetings Petronela, Juli, Kelly,

I've reviewed the case, found your documents, and had them reviewed and approved through the requisite department. I've also sent you an email with the necessaries for confirming payout method.

You should be eligible to request the withdrawal now so please do that at your earliest convenience then check for my email and get that info back to me.

Best wishes,

Nick and Slots Garden

Hello Kelly,

Is there any update regarding your issue? Thank you very much in advance for your reply.

Dear Kelly,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hello Kelly and Nick,

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint. We are sorry that we could not help you more with this case. I hope you understand.

Best regards,

Juli