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

Greeting. I won with a free spin. I have fulfilled the conditions of the bonus. So I got $155 in my account. The picture you sent also proves that it can be paid. I sent the necessary documents for verification. It's been three weeks. They sent a case number. Other than that, nothing happened. I emailed several times, but there was no reply. According to their policy, the inspection takes 72 hours. I will send you the related pictures. I can't use the chat service either because I can't open it. I'm waiting for your reply. Sincerely, Balázs Bánhidi

Dear Bazsi1234,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed due to incomplete account verification?

Have you been informed what specifically seems to be a problem in verifying your account?

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Additionally, I have checked the general bonus terms and conditions, and this is what I found (here):

"No Deposit Bonuses (Free Chips, Free Spins)

Unless stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions:

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

Could you please advise what was the value of your redeemed free chip? It seems that you won't be entitled to more than $100 maximum cashout.

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

Best regards,

Petronela

Welcome. Thank you for contacting me. I am sending the picture of how much the prize from the free spin was. According to the link, I got $100 as I looked. That is a lot of money for me. The biggest problem is that they do not respond to my emails at all. The chat does not work either .It doesn't do anything even if I click on it. I don't have any communication with the casino. Please let me know about further developments. Thank you very much for your help. If you need anything else, ask. Sincerely, Balázs B******

I have checked the terms and conditions, and this is what I found (here):

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

However, I would like to emphasize that in case the restricted countries are not mentioned in the terms and conditions or are hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses."

Please, could you advise how did you learn about the bonus? Was it available inside your account or on the main page of the casino for all the players?

I am sending the picture of the bonus offer I used. Here I won $6.25 which made me $155

Thank you very much, Bazsi1234, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello Bazsi1234,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Slots Garden Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Slots Garden Casino,

 

Can you please provide an update on the status of the player's withdrawal?

 

Kind regards,

Adam

Welcome. Thank you in advance for your help. Please let me know if there is any progress in my case. If you need anything else, I'm at your disposal. Sincerely, Balázs Bánhidi

Greetings all,

I have located your submitted documents in the system Bazsi1234, I will submit them for review and hopefully we have a response later today. It is worth mentioning however that the current funds in the casino account are the result of three separate free bonuses, the terms and conditions of the casino and the chips themselves state that only one free chip is allowed between cash deposits, I can assist with account verification however as there are currently 3 free chips in play and no deposits between nor in the history of the casino the funds in question would not be considered valid for withdrawal.

Best wishes,

Nick and Sots Garden

Welcome. I won with a bonus. It is not specified that I have to pay. I fulfilled the bonus condition. The $155 is well deserved. The picture shows how much I won with the bonus and how much I cashed out, i.e. $155. I have fulfilled the rotation requirement. Please start my payment request for me. Sincerely, Balázs Bánhidi

According to the rules, it can be paid out in the case of winning with the first bonus. The second one asks for a deposit so that I can withdraw the amount won with the bonus.

Hello Bazsi1234,

As mentioned by the casino, you have claimed multiple free bonuses consecutively, which is against the terms and conditions of the casino. Can I ask you please where you found out about each of these bonuses? For example, were they from e-mails sent to you, or advertised on the casino website?

Kind regards,

Adam

Welcome. I received these by email. If this is against the rules, then the casino made a mistake. I still keep my rightful payout. The casino's mistake is not my fault. I await your reply. Sincerely, Balázs B*****

Hello Bazsi1234,

Please forward the e-mails to me so I can view them in their entirety. My e-mail address is adam.m@casino.guru.

Kind regards,

Adam

Hello Bazsi1234,

Thank you for sending me the e-mails.

As you have claimed multiple free bonuses in a row, and have not made a deposit in between, you have unfortunately breached the terms and conditions of the casino. As this has been mentioned in at least one of the e-mails you have received before claiming further bonuses, there is nothing more that we can hope to achieve regarding the payment of your winnings.

While we believe that it would be better if the casino did not make bonuses available to players if they are not eligible to keep any winnings from them, the casino has still acted in accordance with its terms and conditions in this case.

I will of course continue to assist you with the issue of your account verification, please let me know if you would like to keep this complaint open until that has been resolved.

Kind regards,

Adam

Dear Bazsi1234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Nick and Slots Garden Casino,

Can I ask you to please provide an update regarding the player's verification?

Kind regards,

Adam

Greetings all,

The documents have been reviewed, approved, and posted to the player account. The account would be eligible for withdrawal on future wins provided they are within the terms and conditions of the casino. The current account balance is not as was previously discussed.

Best wishes,

Nick and Slots Garden

Welcome. I have been identified. In order to request the payment, I have to pay 30 dollars, I can do this with a visa card. I just don't understand that the payment is in bitcoin. At least that's how I see it. It would be nice to see if there is another payment method. If so, what is your opinion on this? Thanks in advance

Dear Nick and Slots Garden Casino,

There appears to be some confusion regarding the player's balance, can you please respond and confirm if they are able to make a withdrawal?

Kind regards,

Adam

Greetings Adam,

As seen in the provided documentation the win is the result of multiple free chip redemptions with no subsequent cash deposits to separate them, unfortunately there is no withdrawable balance in the account.

Best wishes,

Nick and Slots Garden

Dear Bazsi1234,

To clarify further, due to the use of multiple free chips without a deposit in between, there is nothing more that we can hope to achieve regarding the payment of your winnings.

As you have now verified your account successfully, are you happy for the complaint to now be closed?

Kind regards,

Adam

Dear Bazsi1234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Bazsi1234,

It seems as though this case has been resolved, but as we have had no further response from you this complaint will be rejected as mentioned previously.

Kind regards,

Adam