Slots Garden Casino - Player's withdrawal is delayed.

Hello, I really need your help to resolve an issue.

On 26.09.2023, I requested a payout of 880$. Considering the casino's policy of 7 days for considering the payout, today on 06.10.2023 I logged onto the site and saw my balance was 11$. I then checked my transactions and the manager had approved the payout. I had made my deposit in Bitcoin, so naturally, my payout should also be in Bitcoin. However, from what I read in the transaction, Bitcoin withdrawal was denied. I was able to make my deposit via Bitcoin, but they are not able to payout my winnings in Bitcoin.

Perhaps, I am misunderstanding something?

Please help me to solve this problem.

Dear viktoriabaturo777,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Slots Garden Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Could you please advise if you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards

Veronika

Hello, no, this is my first withdrawal from this casino.

09/24/2023 I registered at the slots garden casino, I had a coupon with a wager, which was successfully transferred to the real balance, that is, I unscrewed the wager, then put funds for withdrawal, the casino requested verification, I sent my passport documents, the account was verified quite quickly 10 min, then it was necessary to verify the Bitcoin wallet, that is, make a min deposit of $10 for Bitcoin, also without problems, on September 26, 2023, I put $880 for withdrawal

Everyone congratulated me on my win and sent me a link to the rules and policies of the casino, well, the usual rules

10/06/2023 I logged into my account, my balance was $11, then I went to my transactions, we read the manager approved the withdrawal of funds, but there is a point that the withdrawal to my wallet was rejected, now it’s not clear that I was able to make a deposit from my wallet and the manager approved the winnings , but Bitcoin withdrawal denied.

What we have after 12 days is a balance of 11$

and approved withdrawal of funds, maybe I’m ahead of the curve, the casino rules state that after the manager approves the winnings, the payment is made within 7-10 business days

But I’m worried about the clause in the transaction that the withdrawal to my wallet is rejected 😳

Today there is no money, not in the wallet, not on the balance sheet

Hello dear Casino Guru I want to provide you with the following screenshots

That my account has been verified and the trust wallet has been successfully deposited into my slots gargen casino account

Hello, can you please tell me if my issue regarding withdrawal of funds from the slots garden casino is being resolved? I write to their support, but they respond with templates, they are very busy, expect 3 business days and then again.

Is it really impossible to notify the player, press this withdrawal or not wait, the deposit went through in 5 minutes, they take 2 weeks to process.

Hello, dear casino guru team, I received a response from the slots garden casino, I almost fell out of my chair, it turns out that withdrawal of funds to my region cannot be carried out, I went through verification, made a deposit, opened the wager, put it on withdrawal, everything suited them both the region and my deposit, but how to withdraw winnings turns out the region is not suitable, this is the first time I have seen such a miracle, where in their rules it is stated that players from Belarus cannot withdraw winnings, that is, the gist of it is you can play with us and make deposits, but we don’t bring winnings to your region, there is some logical explanation for this, I’m simply shocked.

Best regards, Victoria

Thank you for the information. Could you please advise if you access the casino website without using any VPN or IP masking software? Have you provided the casino with true personal information when you registered and filled out your profile? Please forward the email you received from the casino regarding your account closure to veronika.l@casino.guru. Thank you.

No VPN, I don’t use it 100%, I’ve never used it so that no unnecessary questions arise, and the email in the chat has been deleted

Here is my verified account, why should I provide them with some false information, I understand that there will be problems later, especially with the withdrawal of funds

Thank you very much, viktoriabaturo777, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Here is the transaction history, from which it can be seen that the withdrawal of funds was made on 09/26/2023 and approved by the manager on 10/06/2023

Here is my question to the casino and here is what the chat bot answers me

Hello, viktoriabaturo777,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slots Garden Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slots Garden Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why the withdrawal in question was denied? Has any part of his disputed winnings been confiscated? If yes, why? What steps should the player take to withdraw them?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello dear casino guru team and dear Slots Garden!

Let me provide screenshots of my casino game

In the first photo, the balance after wagering the bonus, having been playing for several years in the casino, I understand that if the wager was wagered, then the money is transferred to the real balance, I continued to play, and increased my balance to 880, and requested a withdrawal of funds, Slots Garden in turn We requested account and wallet verification, which we successfully completed.

But there is one small nuance: my region is not suitable for withdrawing winnings, that is, I, as a player, was not warned about this situation, which is very unpleasant

2 What’s strange is that in other projects they don’t allow you to take these bonuses and not only bonuses, you can’t even register, they immediately warn you that playing from your territory is prohibited, but the bonus policy of the respected casino Slots Garden is not clear to me😔 you play, wager the bonus, go through verification and other matters, but you won’t be able to withdraw your winnings; your region is not suitable

Thank you, viktoriabaturo777, for the additional information provided.

However, we would definitely need more details and explanation from the casino.

Let's please stay patient and provide the casino with more time to respond.

Thank you for your patience and understanding.

Hello Bronislav, thank you for your answer. Of course we need to wait for the response from the Slots Garden team

Have a wonderful day.

Greetings all,

I have reviewed the situation and I will see if anything can be done to assist.

Best wishes,

Nick and Slots Garden

Hello Nick thank you very much

Hello, Nick and Slots Garden,

Significant time has passed.

Can you please provide us with an update or answer the questions from my first post in this thread directed to the casino representative?