Slots Garden Casino - Player's withdrawal is delayed by the casino.

Hello, I have been trying to withdraw my winnings since Dec.15 2023. I initially requested a check and provide all the info requested my winnings disappeared from the account balance and were in a pending withdrawal status 3 days later they emailed me and said they could not send me a check and asked for wire details. I provided ALL the wire details they requested including my bank statement and recieved an email the next day stating they do not wire money to my credit union even though I provided them with a SWIFT CODE and all the other info they requested. They told me to send them a different bank account. I have a feeling if I open another bank account they will say the same thing and will also require the new bank account to be open for at least 30 days being they are asking for the last 30 days bank statement. I have asked why they wont send a check and why they wont wire to my credit union that has a swift # along with why they need a bank statement and recieved no response of course.. I have attached a few screen shots of some of the emails. Once they rejected my check withdrawal method the funds were never returned to my account so I have also attached a screen shot showing the funds in a withdrawal request status.

Hello saraem4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Garden Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you deposited and how many bonuses did you claim since? When was the last time you spoke to the casino and what was it about? Is there any other way you could easily withdraw - crpyto for example?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

My account was verified December 6th or 7th. The image below is all of the transactions that took place since my last deposit. I deposited $30 on the 11th. I believe I won big on the 12th or 13th but had around a $2000.00 playthrough I had to do before my winnings showed as withdrawable. At that point on 12-14-2023 I requested the check method and provided ALL info requested request ID#s were #3300069 and #3300078 leaving my withdrawable balance 2 cents. My last communication with then was 2 days ago. I asked what why they could not wire my funds to my credit union being I provided them with a swift number and then I asked what banks will they wire the money to if I need to go open a new account how long does that account have to be open for in order for them to wire the funds, being they're asking for last months bank statement it will take me a month to get a bank statement from a new bank account. I also asked about receiving my winnings by money transfer is that is another option I have read about but I have received no response. Early on after I won I did chat with them and one agent told me I could not request a crypto or Bitcoin withdrawal method being that was not the way I have deposited money in the past. She also told me that I could sign up for Bitcoin make a deposit before they put my winnings back into my account and then once my wings go back into my account request a withdrawal on bitcoin but I'm not going to send any more money to that casino just to get my winnings when I know once I do they will deny my withdrawal because I did not use Bitcoin to fund my account before I won. Nick, I really appreciate you taking the time to help me with this thank you very much!

Please let me know if you need any other info. I have saved all my email communication with them and there has been a lot since my first attempt to withdraw my funds.

Thank you so much for your time and for taking help.

Hi Nick,

I was wondering if you heard anything back from slots garden? They have stopped responding to me all together. My last communication with them I was given a case number and told someone would get back to me in 72 hours that was on the 27th of December and no one has gotten back to me.

Thank you in advance for your help.

Sara Molloy

Here is a screen shot of the last email I received from them.

Hi Nick

Just wanted to let you know my winnings have been added back to my account balance.

Hello saraem4,

As your balance was added back to your account, can you please advise if you did request a new withdrawal since and if yes, by what method? Did they respond anything regarding the crypto payout?

Hi Nick

No, I have not requested another withdrawal being they already denied both methods I have attempted. I do not know what else to do. I was told via chat that I could not request the crypto method because I did not deposit the funds via crypto so i have not tried that. Do you think I should try to request the crypto method? I don't really know anything about crypto so I would need to figure out how to do that.

Hi Nick

I read a resolved case with this casino on your website that was resolved with the person being paid through Bitcoin even though they did not deposit through Bitcoin the case sounded a lot like mine where both her requests were denied for reasons unknown and then she requested a Bitcoin and with you guys running interference she eventually got paid that way so I created a Bitcoin wallet through coinbase and requested 2 withdrawals below is a screen shot of my request

If you think this was a bad idea I do have the option to cancel my request. Please let me know asap if I should not have done this and I will cancel my request. Thank you again for all your help. If I ever get paid on this through your help is there a way to tip you? After reading everything about this casino it is clear that I will never get paid my winnings unless by some miracle you guys get through to them so without you guys I wouldn't get paid at all so if I do I feel it's only fair that you are compensated for it.

Sincerely

Sara Molloy

I requested a crypto withdrawl 4 days ago and have not heard anything back from slots garden yet.

Hello saraem4,

Please keep in mind that withdrawals may take up to 14 days so please let us know by the end of next week if there's been any update.

Dear saraem4,

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.

I haven't heard a word from the casino since I requested a bitcoin withdrawl. Last time I requested a withdrawal they responded within 48 hours.

There has been no update it's silent

the last time I requested withdrawal and the two methods I had to provide that they denied it was right away immediately. now I requested Bitcoin withdrawal as suggested, I haven't heard a thing from that casino at all so I mean were just standing still now. it doesn't take 14 days for them to acknowledge a withdrawal request so please tell me what to do. nowhere in their terms and conditions no where does it say that it takes 14 days for them to acknowledge, approve or deny a withdrawal requests it says they'll respond within so many hours...those hours have passed.

Hello

It has been over 14days since I requested my 3rd withdrawal. I have not heard ANYTHING from slots garden. ALSO I can longer see that I have a withdrawal request in progress like I did when I requested it Everything that has tondobwith my winnings or withdrawal requests gave been deleted from my account. I took screen shots at the time and submitted them to you as well as saving them but they no longer appear in my account. I don't understand how this could happen.

Hello Nick, I reached out to slot Gardens chat inquiring about my withdrawal request I made over 20 days ago via Bitcoin they escalated it and told me to reach back out in 24 hours so I did and I was told they denied it because I did not deposit with Bitcoin so they could not payout via Bitcoin. I then asked them why they could not do an ACH transfer or send a check being they've denied both banks that I provided the correct info for their answer was their experiencing extreme delays with ACH and check withdrawal requests therefore they will not be processing withdrawals that way until further notice. I then asked if I could have a list of the banks that they do accept being I've already been through two and in order to open another account I then have to wait another 30 days for that bank to send a statement which could and most likely be denied as well and I was told that they do not have access to that information. I also asked if I made a small deposit using Bitcoin could I then request a Bitcoin withdrawal and I was told no because that is not the method I used to deposit the money that I won with. I was able to screenshot most of the conversation if needed. I looked in my account and the $4,500 is not in there I also asked the agent how I was supposed to request another withdrawal when the money was not in my account and she said when I get new banking information then to email it to payments at slot Gardens.com. I am just at a loss at this point I've already opened up two other bank accounts which they've denied how many more bank accounts do i need to open before they approve one? Not to mention the additional 30 days I have to wait to get a bank statement. When you go to the withdrawal process and pick bank wire nowhere does it say you have to have a bank statement they don't tell you that until you provide them the banking information. Being they say they do not have a list of banks I have a feeling no matter what bank I send them they're just going to keep denying it until I just give up. Please advise thank you for your time

Thank you saraem4 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you saraem4 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Garden Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I had the opportunity to review the situation and much is exactly as saraem4 explains, Bitcoin withdrawal is only available for Bitcoin depositors so in this case it is unfortunately not an option. We rely on 3rd party payment providers for the safety and confidentiality of our players for both deposit and withdrawal, these payment providers dictate the terms in which we can and cannot transfer funds, Credit Unions are unfortunately not an option for them so we must comply by requesting an account that is viable for wire transfer. Until there is a valid method of payout on file within the casino account no funds can can be withdrawn unfortunately. I would highly recommend staying in contact with our service department and following their instructions to get the necessary information in place so we can proceed saraem4.

Best wishes,

Nick and Slots Garden

Dear saraem4,

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.

Hi Peter,

I have asked Slots Garden for a list of banks that they will wire money to and no one has responded. I have already provided them with bank accounts with Swift codes and was told they can't wire to those banks. I have now opened 2 different bank accounts and waiting a month to recieve a bank statement and both times they denied my request. I have opened another bank account and I am waiting to recieve my 1st bank statement from them so I can try and request another withdrawal. This is insane that i have to continue to open bank accounts without knowing what banks they will wire to. I am sure they will deny this one as well and then I have to randomly pick another bank to open an account with, wait 30 more days for my first statement and try again. They clearly have to know what banks in the USA that they will wire money to. Can you find out what banks they will wire money to? They seem to respond quickly to you.

Dear saraem4, I tried to contact the casino representative about your issue but unfortunately, they do not have insight into the financial department sector and can only recommend contacting the service department to let you know which banks are available for wire transfer. I am sorry I could not be of more help. Please keep me updated about any further developments.

Dear saraem4,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.