Slots Garden Casino - Player's winnings have not been paid out.

They don’t pay if you win

i was supposed to get 100 dollars they said deposit ten to get it I did it now I have nothing and they don’t answer any tries for communication

Dear mrjpayne0921,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is your withdrawal stuck in pending status for an extended period of time, or are you unable to initiate a withdrawal request?

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for this. At first they said I could cash out 100 dollars in 72 hours in live chat if I deposited 10 to verify account. I did and I sent pictures of ID which has me worried. Then I get nothing but busy signals for a few days. Finally a very rude person on live chat tells me I can’t withdraw bonuses in my region. What the heck is that about? And why did I even deposit my money and why do they have my ID now? I think I have screenshots of this I will check. I did get my 10 bucks back finally. I am however really worried about my ID.

Thank you for your reply, mrjpayne0921. Do I understand correctly that the casino confiscated your bonus winnings and refunded your deposit? 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.

I will send everything I have from them unfortunately there isn’t much they don’t reply ever hardly. I was supposed to get 100 dollars fair and square. They said deposit 10 to get it I did. After I called them numerous times. They finally sent my ten back. And said my winnings were confiscated. After that I blocked them and haven’t been on their site since. Now today I got on here that made me check slotsgarden. Now I have 25 on my account for some reason they are ridiculous! I am sending all I can. And thank you for trying y’all are awesome!

They never answer the phone at all. They are very strange about how they run their business

Now they keep giving me 25.00 saying I can withdraw then denying it. I haven’t even played with them since first incident. Makes no sense.

Thank you very much, mrjpayne0921, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 mrjpayne0921,

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 on why the player's winnings have not been paid in full? Why is the player's account balance $25 now?

Hello Michal and thank you for the help. Even if they don’t reply. Which I am sure they won’t. I won like 400 that day. I understand that I’m only entitled to 100 of it. By their terms and conditions. And I was fine with that. Now I just want everyone to know they don’t live up to their end. Thank you once again sir.

Greetings all,

According to the terms and conditions of the casino only one account per player/household is allowed and only one free bonus is allowed between cash deposits. In this situation we have more than one player account and all have received free chips with no deposit until the account confirmation deposit after the respective win. Unfortunately in this situation the account and chip in question are not eligible to withdraw. After cash deposit the account in question could withdraw on a win from that deposit or a subsequent win on a free chip directly following the deposit. The account confirmation deposit ($11) was refunded at the time of denial of the requested withdrawal.

I hope this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

I use inclave to login was not aware I have more than one account. Why give a bonus when you don’t honor it?

Thank you for the response and clarification, Nick / Slots Garden.

Dear mrjpayne0921,

I can understand your point that the casino system could have warned you if they detected more accounts created by you before you claimed the bonus, however, every casino uses different software, so this is not always possible. A thorough check is initiated in the majority of cases only once the player submits a withdrawal request. So it is only then that the casino security team detects the creation of multiple accounts.

We have received all the necessary information from the casino representative, and based on the evidence presented, we decided to close your complaint as unjustified since there have been signs of suspicious activity and the creation of multiple accounts connected to your account. We consider the casino's actions to be in compliance with its terms and conditions and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal