Slots Garden Casino - Player's withdrawal is delayed.

I won 100 from this casino from free spins. They took all the other money and left me with 100 to play with I played with that money and won 1350 proceed to withdrawl on 2/7/24 was denied because they didn't have all my documents so I turned all those in and sent a chat about my 1350 I was told I would get a email when it's approved I got that email and still have not recieved my money everytime I chat they ask for my bitcoin address and I provide it and then I'm told to wait a few hours I should see it.

Dear arsheahouston1985,

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

Could you kindly advise if your verification was approved? Did you send all the necessary documents on time and in the correct format?

Have you made any deposits into your casino account?

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

Yes they were approved and I got a email letting me know that as well.i sent everything on time and the right format. I have made several deposits into my account since winning.

Could you please advise what the status of your withdrawal request is? Is it shown as pending or processed?

Dear arsheahouston1985,

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.

Before I got the email telling me I would be paid out soon it would show pending. Now it doesn't show anything at all and I still have not recieved my 1350.

Thank you very much, arsheahouston1985, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello arsheahouston1985,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slots Garden Casino representative to join this conversation and participate in resolving this complaint.

Dear Slots Garden Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Greetings all,

I hope you had a nice holiday. I have reviewed the situation and it appears the maximum cashout value of the free spins in play at the time of the win ($100) have been paid in full as of the 12th of March and confirmed delivered in Blockchain Explorer. Please let us know those arrived safely arsheahouston1985.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

What about my 1350 I won way after the 100 dollars you guys gave me the 100 in the casino when I cleared everything you guys took all the money I won and left 100.00 in my account. I then started playing for days and accumulated 1350 requested a withdrawal and It kept saying pending then it got denied I sent a chat message and I was told my documents needed to be sent in and verified I did that over 20 times and once it got escalated over 10 timed someone finally emailed me telling me congratulations your documents were approved and my 1350 will be in my account shortly. That day it never came I sent another chat and was told my documents still had not been received which I then told them and showed them the screen shot of the email telling me congratulations and be looking for my 1350 in little while I still have all those emails. I did not win 1350 from a free chip. I hope you guys can figure this out go back in my player history and see exactly how and when I won the money. Also why would I recieve a email telling me I should recieve 1350 shortly. This has been going on since january and I still play in your casino

Hello arsheahouston1985,

Have you deposited any funds between the bonuses?

I'll be awaiting your reply.

Yes I deposit almost every Friday but since they haven't payed me I haven't played and they still keep giving me free 100.00 they just put it in your account. And with that you can only withdraw 100 after you clear the play through. That's another reason why I haven't played In there casino again because I don't want the 100 the keep just putting in my account

Dear Slots Garden Casino,

Could you comment on the player's responses?

I'll be awaiting your reply.

Greetings all,

The requested withdrawal stems from a $100 max cashout bonus, this is the minimum and maximum amount that can be withdrawn on these bonus funds. Please note, the withdrawal was not denied as the withdrawal request was valid (had there been no deposits between the bonuses it would have been ineligible for withdrawal) however the non-cashable balance was removed on approval and the cashable amount was paid to the player per the terms and conditions of the casino (and the bonus itself).

For reference see terms (article 6) related to free bonuses:

6. Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds.

Hopefully this clarifies things.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

Hello arsheahouston1985,

Could you confirm if you received the 100$ instead of 1350$?

I'll be awaiting your reply.