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

I won a jackpot of $2448 and a second jackpot of $2500. I requested for withdrawal on August 20, 2024. They said my money was on the way and was approved September 5,2024. I have been online chatting with them pretty much every day and getting the runaround. One rep said they split one of the jackpots into 2 payments of $1250 and it would be arriving in my bank account any day. Then I got another email on Sept.20 saying it's gonna take another 7-10 business days for them to even process it. So which one is it? I have been waiting over a month now and I need to pay rent on the first. I'm going crazy. What do I do?

Dear Mporosky,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

I've made successful withdrawals from other inclave casinos like Ruby slots and Royal Ace to name a few. Yes I had an active bonus but that has already been deducted. Yes I passed all the verifications such as proof of address and sending in my bank statements. I really need this money to pay my rent. I hope you can help me.

I just want to remind you guys I won a jackpot of $2448 and a second jackpot of $2500 and I requested for withdrawal on the same day on Aug 20

I'm just wondering how much longer till a resolution cuz my rent is due tomorrow.

Thank you for your reply, Mporosky. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, 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 don't have any withdrawal history from slots garden but from what I see the wire transfers to my checking account were as follows

1/25/24 1400

3/6/24 2460

3/19/24 967.50

4/23/24 2220

5/29/24 2460.00

6/13/24 464.77

6/20/24 517.50

7/23/24 2460.00

And I don't know which casinos they are from I just know they are part of the inclave casinos. I hope this helps.

Thank you very much, Mporosky, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Mporosky, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Slots Garden Casino representative to join this conversation. 

Dear Slots Garden Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

At the moment I see that only one payment has been paid out to the 3rd party on the 20th of September but has yet to arrive. The payouts department has spoken with the 3rd party payment provider and they have assured us that the payment is forthcoming. At the moment I don't have any further information, unfortunately the 3rd party payment system is less than ideal (both for incoming credit card deposits and withdrawals) but it's a necessary element with banking transactions, especially for US based players. With any luck the transaction should be going through shortly.

Please inform us when that payment clears your bank account and I'll see what I can do to expedite the next in line.

Best wishes,

Nick and Slots Garden

Thank you for the fast response, Slots Garden Casino. 

Mporosky, could you please advise if you have received the payment?

No I have not and rent is due in 3 days otherwise they will start the eviction process

Dear Mporosky,

thank you for the update.

Please be advised that it is common for withdrawals to take several days or even weeks to be fully processed. Consequently, it may take some time for the funds to appear in your account. I recommend exercising patience and allowing at least 14 days from the date the withdrawal was initiated. We will keep this complaint open until you confirm that your withdrawal has been successfully processed. Please keep me updated on any further developments.

I initially requested the withdrawal on Aug 20th. I haven't received any money at all. I'm just wondering what the holdup is. It's been way too long. It has never taken this long and I'm getting nervous because my rent is due.

It has been well over the 14 days withdrawal period. What else can I do to expedite the process ??

Thank you for the update, Mporosky.

Dear Slots Garden Casino,

could you please provide an update on the status of the payment for Mporosky? It would be helpful to know when she can expect to receive it.

Still have not received my payment and the eviction process has been started

I received $1210.00 to my checking acct but where is the rest of it? I feel they are playing games and only giving me a portion of my winnings. I am entitled to all of my winnings and i can't even pay my rent so now my apartment manager will start the eviction process.

Thank you for the update, Mporosky.

Are you able to log in to your account and see whether the withdrawal request is still pending, please?

Dear Slots Garden Casino,

could you please clarify the reason behind Mporosky receiving only a portion of her winnings?

There is no other pending withdrawals. So where is my money??

Dear Mporosky,

what about your balance? What amount is there? Would you be able to send me a screenshot of your withdrawal history, please? My email is katarina.d@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It's so frustrating. I am disabled and applying for full disability and have no income. My winnings from the casino is my only income and I have to pay rent which was due 23 days ago