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

Amount: R2,000

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

6.2/10 Questionable reputation Submitted: 31 Jul 2020 | Resolved : 11 Sep 2020
Our verdict

Case closed

RESOLVED

Case summary

135 days ago - 11 Sep 2020

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

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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

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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

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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

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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? 

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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

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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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Thank u very much petronella for your very efficient prompt responses much appreciated. I really hope your colleague will be able to help me with my payouts. God bless

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Hello Tessa.


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

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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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Greetings Petronela, Jozef, and Tessa,


I could find no logical explanation for the situation Tessa, I genuinely understand your frustration. This is NOT how we do business.


I reviewed your case yesterday, I then had the head of the approvals department review it as well to assure I was seeing correctly. He confirmed what I saw and corrected the error, your withdrawals have now been approved.


As you have the complete information necessary in place I will see to it that the funds go out the door as soon as possible for you. Please bear in mind we use a 3rd party payment system, general delivery times are between 3 and 10 business days. 


That said you should be seeing those funds sooner than later is the good news.



Apologies for the delay and misinformation, glad I could get it sorted out for you.


Regards,


Nick and Slots Garden

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Hello jozef I shed a tear reading this message I am so so so happy relieved and extremely grateful for all your help. I always enjoyed playing at slots garden and this has pit a dampen on that. However once my funds have been deposited into my account I can the re consider. Again many many thanks. Can I keep you updated as to when the deposit will take place or will the casino keep you posted. Thank u and God bless

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Hello jozef, petronella and nick. I'm just enquiring whether there is any way I could possibly send my daughter Chandre Dodgens banking details as I am having problems with my account currently. It was hacked into 2 weeks ago and I'm afraid to let any monies go into my account at the moment. I sincerely hope and pray this will be possible. Please kindly advise soonest. Thank u nick of slots garden for sorting out my problem regards all

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Greetings Tessa,


Payment can only be issued to a bank account owned by the individual registered in the casino account. I have had payment halted, luckily I checked this forum in time. If it had been paid out to our 3rd party the stop payment order would be more than half of the requested withdrawal and it could take a number of weeks to get the funds returned and re-issued.


This really would have been excellent information to have Tessa, there is a good chance that the department responsible for payment may refuse to issue payment as a wire in any form as a result of this.


I would highly recommend looking into Bitcoin as a payment option, one of my staff will be reaching out to you soon via email to gather the necessaries for payment.


Best wishes,


Nick and Slots Garden

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Hello nick thanks for your prompt response. No it's fine pls send to my own bank account then no problem. Exactly as the information you have. Awaiting your response soonest regards.

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Hello nick herewith just to confirm my banking details. Mrs tm Dodgen capitec savings account number 1521015552 regrss look forward to receiving my payment soonest

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I genuinely apologize but that's no longer possible Tessa.


Please watch for the email from my staff and follow their instructions, when the order to cease payment was issued (due to the circumstances around it), it rendered your current payment method invalid. Payment cannot be issued by the casino until you have provided new payment details, and as I said it is possible the requisite department may refuse to pay via wire moving forward. Please look into bitcoin as a withdrawal option, it's the fastest and safest option available.


Hopefully we can get this taken care of in good time.


Best wishes,


Nick and Slots Garden

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Hi nick I do have an eco payz as well as a skrill account linked to my email address. Would this be suitable

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Hello Tessa.


We are glad to hear that your issue is very close to the resolution. Please, could you inform us when you receive the payment? I am extending the timer by 7 days.

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Hello jozef many thanks for checking in and your superb efforts in assisting me to resolve my issue. I will def advise when payment has been made. Regards and God bless you

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Good morning jozef I trust you're well. I've had an email this morning regarding my payout. They want to pay out via bitcoin however this method does not allow one to withdraw your funds. Which means I will still be without my money. Why is it that they cannot pay me via my bank account or eco payz or skrill which is so so easy for me to make a deposit by. I've always deposited via these methods and they don't have a problem with this. If you could possibly advise regarding this please I would sincerely appreciate it. Kindest regards. Tessa

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Good morning jozef. Just an update on my long awaited payouts. I am now having so much trouble regarding my payouts. Although deposits via my bank account or eco pays was very readily accepted by the casino they are now insisting on onky paying me via bitcoin and because I did not have a bitcoin account I had to open one. Now I've received a mail from them stating that the account I've opened isn't active or valid yet and the casino reserves the right to pay out or not. It really seems this casino does not want to pay me out. Why are they insisting on bitcoin when they so readily accept deposits via other methods. Regards

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Dear Tessa.


I am sorry about the whole situation, I highly recommend you to stay patient, bitcoin withdrawal is completely common in these casinos. Please, could you confirm that your bitcoin account is fully validated? 

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Hello jozef thanks once again for your prompt response. I have spoken to a consultant at bitcoin and he has verified that my account is validated and that I have given the correct address. However he has given me a compatible address as well which I have forwarded to them. As u suggest I will have patience since I've already had so much patience with them. Many thanks again. Kind regards

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Dear Nick and Slots Garden Casino team.


Please, could you react?


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Greetings Petronela, Jozef, and Tessa,


In cases where a wire account has been compromised the finance department generally insists on an alternative payment method, the good news here is the one they are insisting on is the fastest and safest available. Once all the necessaries are in place and the payment goes out it arrives sometimes within moments (maximum of 2 days in my experience) where as a wire payment can take significantly longer through our 3rd party payment system.


I see that things are already moving for you, just follow the instructions and you should have those funds in your pocket quite soon.


Best wishes,


Nick and Slots Garden

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Good day nick thanks for your response. I'm glad things are moving in my direction for a change. I have supplied the necessary docs and info regarding my bitcoin account which I've opened and now need to send them copies of my driver's etc as requested by them. My greatest concern now is this. Would I be able to withdraw the cash from the bitcoin account as I have no knowledge of this type of account plus when I googled this it didn't mention any cash withdrawal option. How would I then get my payment. If you could advise on this please I would appreciate it. Thank you

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Good day nick, jozef and petronella. I am extremely disappointed in what I've just been informed by Ferdinand one of the managers at bitcoin. After consulting with him as to whether I would be able to withdraw my money via bitcoin I was informed that I would NOT be able to withdraw any cash from this account but would have to sell the bitcoin to someone and then have that person deposit the cash into my account this is truly truly disappointing as I don't know a single person to whom I could sell these bitcoins. Which means then that I will still be sitting without my cash for which I have been waiting for so so long for. Is this the reason that the casino has insisted that I open a bitcoin account because they know that I would struggle to get my money. Why can they not deposit the money into my eco pay or skrill accounts since they so readily accept your deposits via these methods. I herewith send you the conversation I've had with Ferdinand at bitcoin. I would really really like an answer to this please nick. I really need my winnings deposited into a normal account whereby I can withdraw the cash. I think I deserve that much after the way the casino has treated me and kept me waiting on my withdrawals. Thanks

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I have forwarded the conversation I've had with Ferdinand of bitcoin where he informs me that one cannot withdraw your cash to petronela.k@casino.guru. I requested that she kindly share these with jozef and nick. I really don't think it's fair after waiting this long for my money to ask me now to go and find someone whose willing or able to purchase these bitcoin from me. This tells me that I might not be able to see my winnings from slots garden after all and this is not fair

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Hey Tessa,


Bitcoin is incredibly efficient and safe, I can't give advice as to the hows and wheres but most folks have a "wallet" service which allows them to buy/sell/transfer to bank account whenever they desire. Many also provide bank machine services for the purpose of withdrawing Bitcoin from a bank machine as cash whenever they desire. I did a quick Google search and there are many such bank machines in your metropolitan area, perhaps consider signing up for one of these services would be my best advice if you are unable to secure a bank account for the time being.


In the meantime, please continue working with Alex to get the necessaries in place to make your payout.



Best,


Nick and Slots Garden

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Good morning nick thanks for the response. You mention the words if I am unable to secure a bank account. I do have a bank account as I've already mentioned before but somehow the casino insists on using bitcoin which is a real inconvenience to an ordinary citizen such as myself. Also I was informed that a payout takes 7 to 10 business days after approval and according to the email I received my withdrawals were approved on August 4th making it the 11th business day today. I really wish this could be settled soonest as I've been waiting since 17 June already. Regards

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Understood Tessa,


And had your bank account not been "hacked" as you say payment would have been released for you some time ago. But that's not the scenario, your bank account was compromised and it was necessary to halt payment and establish a secure payment method.


We are doing our best to assure you receive payment in an efficient and timely manner, but we need your cooperation to do so. We would very much like to pay you so please comply with Alex's request and we can move forward with the process.


Thanks so much.


Nick and Slots Garden

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Hello Tessa.




It is clear that the Slots Garden Casino team and Nick really want to help you. Could you cooperate with them, please? I am sure that you will find proper solution.




If you have any question or need additional advice about bitcoin or anything you can also contact me on my email address jozef.k@casino.guru , I will gladly assist you with anything.


I am extending the timer by 7 days, please, inform us when there is any new information.


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Good day jozef thanks for the mail. I have already sent all the documents required by slots garden for the payout and have received a confirmation mail from them this morning advising that the documents are all in order and the my account had been updated. They also mention that payment will be made soon. Yes I do have some questions regarding bitcoin and will definitely make contact with u via your email address. Thank you for being wiling to assist and advise regarding bitcoin much appreciated. I also thank you and petronella for all you have done in assisting Me regarding my issue. Thanks nick for your help as well. God bless

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Good day all. I'm just enquiring about my payouts as I've heard not a word regarding this for the past week already. Thanks

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Hey all,


Just a confirmation that this was paid out as of yesterday via Bitcoin, thanks so much for your patience and cooperation. I knew we could do it. 🙂


Please confirm receipt of funds if you would Tessa.


Best,


Nick and Slots Garden

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Hello Tessa.


Please, could you confirm the casino statement?

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

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Hello jozef apologies for the late response. My phone had gone in for repairs and I've only just received it back. I was paid out via bitcoin yes. I have not found any means of converting this to cash or any way of withdrawing it to my back account tho. But the casino has paid the money out. Thank you for tiur assistance in this regard.

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Dear Tessa,


Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.


Best regards, Jozef

Casino.Guru