Home Complaints Slots Garden Casino - Player’s withdrawal has been delayed.

Amount: R2,000

Slots Garden Casino - Player’s withdrawal has been delayed.

6.4/10 Questionable reputation Submitted: 31 Jul 2020 | Case opened
Current status

Waiting for Casino Guru to reply

6d 23h 20m 56s

Case summary

4 days ago - 03 Aug 2020

The player from South Africa has requested a withdrawal six weeks ago. It has been pending since.

Written by Jozef Krucay
Data and complaints deputy lead
Public

Good day I have been waiting on my payout since 17 June 2020. Been in umpteen discussions with numerous live chat agents and was convinced that the problem is being solved and that I would be paid out I just need to have patience. After 6 weeks I was suddenly told this morn that I need to play more before I can request a withdrawal after being told even by Wes the supervisor that I would be paid out soon. On top of that on 27 June I was send a no rules coupon with no playthrough and no max cash out for a deposit of R300 which I made m when I requested a withdrawal I was informed that I was sent an incorrect coupon how is that my fault. After umpteen chats I was informed that they would rectify this and I could request a withdrawal which I did. I received emails stating that my withdrawal requests were received and would be approved soon however this morn I was td that this too was denied because I still need to play and the casino refuses to pay me out. I find this totally unacceptable and unprofessional after having had to wait nearly 2 months and being promised that my payouts were due to be paid out soon. Also the no rules coupon which they sent and which I redeemed should be granted as it was the casinos fault in sending me this. I have screenshots of most of my conversations with the consultants as well as the coupon they sent. I need help in getting my payouts pls. Thank u very much I sincerely hope u can help

Public

Dear Tessa,

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 that, could you please forward any relevant communication and screenshots to petronela.k@casino.guru? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Public

Good day petronella many thanks for your prompt response to my complaint. I have sent numerous screenshots of conversations I've had with the very many agents at slots garden all telling me that my withdrawals would be paid out soonest. Including the conversation with Wes one of the supervisors. I've also included a screenshot of the no limits coupon I was sent by the casino where it clearly states no playthrough and no max withdrawal. Now they're telling me I need to play more money in order to reach the playthrough amount. I also sent a screenshot of a conversation I had with an agent who advised that she had spoken to her manager who had rectified the coupon and that I could make the withdrawal. I sincerely hope and pray that my issue can be resolved soonest and that I will get my money. Many thanks again for all your efforts

Public

Dear Tessa,

Thank you very much for forwarding all the relevant screenshots. Could you please advise how much is the pending withdrawal? Do I understand it correctly that you have deposited 300 and your pending withdrawal is 1000? 

Public

Morning petronella thanks for the response. I have 2 pending withdrawals one since 17 June and the 2nd 4 July. Each one is for R1000. The 2nd withdrawal was requested from a no limits coupon which they sent me which I could redeem for a deposit of R300 which is what I did. Since then I've been struggling to get my payouts. Copy of coupon was sent to you yesterday. Thus my total outstanding amount which I requested is R2000. Thank you so much

Public

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

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Public

Hello Tessa.


Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Public

Good morning jozef thank u so much for responding this promptly. I sincerely hope and pray that u are able to resolve this issue and get my payout sorted.

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