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

I have sent my bank wire details to this casino many many times since October 12 2020. In the same format that has been accepted by other casinos such as Casino Midas (who always pay me when I ask). Slots Garden casino does not respond to my attempts to send bank wire details except for once, in question of the bank branch code and name, to which I replied and never got a reply. Each I speak to a support agent, they simply tell me to send the bank wire details again via email but then I get NO RESPONSE AT ALL, even after waiting for weeks.

Dear Francois,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Did you pass the verification process, please? Have you ever made a successful withdrawal before?

Additionally, I would like to point out, that Slots Garden is one of the casinos which has long waiting payout times. You can read more about it in our review about this casino here:

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,

Kristina

Hi Kristina. Hope you are well. I am verified yes. Now they must accept my bank wire details and do the payout.

Thank you very much Francois for your quick reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Francois!

I looked at your complaint and will do my best to resolve your case. I would like to invite Slots Garden Casino into this conversation.

Dear Slots Garden Casino, can you please confirm if there has been any progress regarding the player’s withdrawal? In addition, can you please specify the reason as to why the player was repeatedly asked to send the bank wire details?

Hey all,

I was able to locate your wire details a few days ago frannamaxipants, I had them updated in your account and I am moving forward on having the withdrawal request reviewed for approval.

Best wishes,

Nick and Slots Garden

Thank you Nick and Slots Garden Casino for your reply.

Please keep us posted here on any development in regards to the withdrawal request processing. We hope to see the player’s complaint resolved soon!

Hey all,

I've had the withdrawal request approved and forwarded to the requisite department for payment, we should be seeing some action shortly. Today even perhaps. It will be paid as a wire transfer as requested, please allow up to 10 business days for it to clear through our 3rd party payment providers. It is often much sooner however that depends on volume on their end so just be patient and you should be seeing it in your bank account soon.

Keep us posted!

Best wishes and happy holidays,

Nick and Slots Garden

Now I want to know why you are paying me R3600 after my withdrawal is for R4200. I used a coupon which states "No rules, no max cashout" and yet your support tells me the bonus amount is deducted even though I played through the playthrough requirements

Greetings frannamaxipants,

The initial deposit you won on was using a deposit bonus coupon for an additional R600 on top of your deposit, while the deposit bonus rules have no maximum cashout (meaning that even if you had won a far greater sum the win would be valid) the bonus in the amount of R600 is non-cashable. This means that it is removed on approval of the withdrawal request giving you the final withdrawable amount ready for payout.

I hope this clarifies things.

Best,

Nick and Slots Garden

Okay thanks Nick. I'm happy with that explanation.

I haven't received my the R3600 yet.

Hope to get it within the next 5 business days.

Kind regards,

Francois Botha

Dear Nick and Slots Garden Casino,

Thank you for providing the explanation.

Dear frannamaxipants,

I’d kindly like to ask you to let us know once you’ve received the payment, or if there’s any development regarding the issue.

Its now the 11th business day, still no money received.

Dear frannamaxipants,

I’d like to kindly ask you to stay patient, as 10 business days have not yet passed since we received the confirmation that your withdrawal request was approved.

Dear Slots Garden Casino,

Can you please clarify the situation, and indicate the current status of the player's withdrawal?

As per my correspondance with Slots Garden Support, my withdrawel was approved on the 9th of December 2020. I have this on email. It is now the 4th of January 2021. Still no money received. How many business days is that?

Please see screenshot attached. It proves that my withdrawel was approved on the 9th of December 2020. It is now the 4th of January 2021. Still no money received. How many business days is that?

Dear frannamaxipants,

It is not uncommon for withdrawals to even take months to get fully processed in some cases. Unfortunately, this might be one of those cases.

We would like to ask Slots Garden 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’.

Greetings frannamaxipants,

Our 3rd party payment providers have informed us they are unable to deliver payment to your current bank and have requested a different banking account be provided in order to complete the transaction. I genuinely apologize for the inconvenience, it all looked quite good on our end however it is ultimately up to the 3rd party to deliver the funds.

One of my team will be in contact shortly to attempt to acquire the necessary information.

Best,

Nick and Slots Garden

Thank you, Nick and Slots Garden Casino, for the update.

Dear frannamaxipants,

I would like to kindly ask you to follow the casino’s instructions and keep us posted here on any development regarding the issue.

I'm waiting for the email. I have one bank account only. No other casino has ever had issues with my bank account. JUUUST SLOTS GARDEN.

I want to know if Slots Garden can transfer the funds to a Neteller account? Please Slots Garden show a sense of urgency here now

Hey all,

frannamaxipants, I want to sincerely think you for cooperating. I'm pleased to say that payment was released to our 3rd party for you on Monday as a wire. They can take up to 10 business days to deliver, just a bit more patience may be required but the funds are on their way.

Let us know when they arrive.

Best wishes,

Nick and Slots Garden

To which bank account? My FNB account?

Please note that I was contacted by Slots Garden's South African concierge, Steve a few days ago. He told me that the 3rd party payment handler could not deliver the funds to my FNB bank account and that I would have to open a new account with another bank. Now Nick is saying that the third party payment handler will be able to clear funds into my FNB bank account? I'm uncertain about what's going on. See correspondance below:

Hi Francois,

Thank you for the email. Please do not worry. Just get in touch with me as soon as you have it.

Have a great day.

Regards,

VIP - Steve ***

Francois ***

Jan 18, 2021, 11:10 AM GMT+1

Hi Steve

I need you to keep this ticket open for quite a while still because I need to get new identification documents before I can open another bank account. This will take about two weeks from my side.

Greetings Francois,

FNB was initially declined however as a special request they are attempting to process the payment through the provided account details due to the situation.

Just be patient and let us know when the funds arrive.

Best wishes,

Nick and Slots Garden

Hi there

The funds have not been received yet. I will let you know if it does.

Dear frannamaxipants,

Has there been any development in regards to this issue?

I have received funds but its in dollars and not equal to the amount that I withdrew in Rands.

Dear frannamaxipants,

May I ask what amount did you receive?

R3146.28

Dear frannamaxipants,

I have checked the casino’s Terms and Conditions and this is what I found in the ‘Approval of Withdrawals’ section:

"5. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees."

Have you been informed about any extra fees your bank might have deducted for currency conversion, or for processing an international wire-transfer?

The amount of R180 was deducted by my bank. So R3146.28 - R180 = R2966.28

Thank you, frannamaxipants, for clarifying.

I’d like to kindly ask Slots Garden Casino to explain why did frannamaxipants not receive his winnings in full.

Hey all,

As to what may have happened with banking and international conversion fees once paid I can't comment (thus the above statement from our T&Cs "5. Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees."). I can only attest that it was issued by the casino as R3580 and that was the amount paid out to our 3rd party.

Best wishes,

Nick and Slots Garden

Thank you, Nick and Slots Garden Casino, for the clarification. Could you please share with us any evidence showing that frannamaxipants' withdrawal was paid in full? You can also forward the information to my e-mail address andrej.p@casino.guru.

Dear frannamaxipants,

The casino representative provided us with evidence proving that the payment was processed in the amount of R3,580 on their end. All facts indicate that the missing amount was, unfortunately, deducted by one of the banks processing the payment as processing or a currency conversion fee. Therefore, I would consider the case closed.

Dear frannamaxipants,

Thank you for using the Casino Guru complaint resolution center. Although fees were deducted by payment processors, we are glad that you received your winnings. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej