Slots Garden Casino - Player's withdrawal request is denied.

I received free spins. From which I made about $5.

With that, I exceeded the required percentage and now it appears as a withdrawable balance.

However, the call center tells me that it is not possible to withdraw that balance.

Dear josemauricio4710,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the link or a screenshot of the free bonus you played with?

Have you made any deposits to the casino before you redeemed your free chip?

I have checked the Terms and Conditions of Slots Garden Casino, and this is what I found:

Players from certain countries may not cash out from free chip offers if they have not previously deposited. These players may par-take of said free chips for amusement purposes only. Please follow this link here to ensure your eligibility based on your country of residence and learn about potential restrictions. 

Could you please send me a screenshot of the restrictions you see when you click on the link above?

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

Maybe I didn't express myself well.

In the bonus I won something like 5 dollars. A bit more...

But playing. That turned into 200.. In the end I kept playing and it was 79. Dollars..

Before continuing to play I wanted to ask... How can I withdraw? Since that balance goes to the withdrawable area.

It's not 5 dollars..

There are approximately 70.

They asked me for a deposit. In order to withdraw..

I made the deposit and then they told me that it is not possible to withdraw that balance. Because it is free spins...

Of course this after having deposited.

And in my records it appears as money withdrawn. From my funds.

A DETAIL. Apparently. It is the people who serve the customers who keep their money.

New news. I have received. A gift of.... $10 for my $30 deposit. Obviously this balance will not be withdrawable.. Although it appears in the withdrawable section..

It should be noted that...

One of the responses from these people...

It's that to withdraw, they charge $100.

Or if you want to withdraw 10 to 90. They charge 100. Therefore you cannot withdraw 100.

If you want to withdraw 200 they charge 300.

Therefore if you want to withdraw that amount you would owe them 100.

And so on.. If you want to withdraw 1000. It is not allowed. For 300 they charge 350...

In short, they charge more than you can withdraw. Therefore, it is not possible to withdraw in any way.

Because you will always owe them.

In my opinion, this is not really a casino but rather a SCAM.

Also... As if this were not enough, they argue that... You cannot withdraw from your country... And that you can only play for fun...

Aaaaaah. But you can deposit. And easily.....

New news.

The casino company has blocked me.

But.... I have information about 12 casinos from this company.

Slotgarden is the same as for example Sunrise Vip

Captain Jack

Planet 7

Slot Madness

Club player

Raging Bull

PALACE OF CHANCE

Las Vegas Slots

And others..

And I'd be willing to bet that all of these have endless bad reviews, as well as being marked as unsafe casinos.

AND WITHOUT A LICENSE.

I think it is a waste of time to make complaints to these casinos.

Because always. They will use any excuse.

Even with arguments as irrational as... The. Mixing of funds... Example. If you have a previous balance.

And you deposit... You can no longer withdraw your winnings because you have committed a fault. And they have it in their list of rules. Which are actually arguments without logic. To not credit any withdrawal attempt.

I THINK THIS CASE.

IT COULD NEVER BE SOLVED.

Because there is no way for the funds to be credited to the player.

It doesn't matter the nationality or the country or anything.

THESE CASINOS ARE JUST A SCAM.

Dear josemauricio4710,

Thank you very much for keeping me updated. I'm sorry to hear that the casino blocked your account. I'll try to respond to several statements you pointed out in your previous messages.

However, first of all, let me ask you a few questions to better understand the situation and decide on further steps regarding your complaint:

• Could you please forward me the email you received from the casino after your account was blocked?
• Have you received any explanation as to why your account was blocked?
• What was the balance in your account when the casino blocked you?
• Has your account been fully verified?

Regarding the winnings from your free spins, I still haven’t received a link to the bonus you activated and played with. When I used a Chilean IP address to access the link I provided in my first reply, I could see that Chilean players cannot cash out from welcome free bonuses. These bonuses are intended for entertainment only, and it's impossible to receive real money winnings from them, even if you meet the wagering requirements.

Additionally, according to the casino’s rules:

18.The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

This rule may explain why the casino asked you to make a deposit. If you didn’t make a deposit and redeemed another free chip (not part of the welcome bonus), your winnings would be voided. Making a deposit is also important to verify your payment method, ensuring that winnings are sent to a payment method exclusively under your ownership. This is a standard procedure in many casinos to prevent fraud and identity theft.

The casino also offers what are known as sticky bonuses. According to their terms:

12.Unless specifically stated otherwise, bonus amount is always considered non-cashable and will be removed from the amount of your withdrawal request. E.g., if the Player receives a bonus of $100 and later requests a $390 withdrawal, the $100 bonus will be removed, and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the Player's account.

Sticky bonuses are non-withdrawable bonuses that remain in the casino when you cash out your real winnings. It’s crucial to understand that only the winnings derived from the bonus can be withdrawn, and the bonus amount itself will always stay with the casino.

Lastly, I understand your frustration regarding the casino's licensing status. While many reputable casinos operate under official licenses from authorities like the UK Gambling Commission, Malta Gaming Authority, or Curaçao GCB, some casinos operate without them. Licensed casinos are subject to regulatory oversight, ensuring that they follow strict rules and standards, such as fair gameplay and player protection. Players in licensed casinos can turn to the licensing authority if any problems arise, which gives them an additional level of security. However, casinos without a recognized license operate outside this framework, which makes it more challenging for players to resolve disputes. While some unlicensed casinos may still act fairly, the lack of oversight reduces player protection in case of disagreements.

There is a lot to answer..

I'll do it step by step..

When the account was blocked it was at 0.00. Why did they delete my balance?

The $5 approximately. It was just the bonus. Because then I exceeded the betting limit. I think it was X40 or more. I don't know, I don't remember.

The withdrawable money was 78. Or more.. I don't remember well but I have a screenshot.. If I have deposited $30.

Finally they owe me $78.

At least. Counting my deposit..

You won $5 from the bonus, which required a 40 times wagering requirement as per the Terms and Conditions:

1. The bonus amount must be wagered a minimum of 40 times playthrough requirement for Slots, Keno, Scratch Cards and Bingo; 60 times playthrough requirement for All Allowed Table Games and Video Poker.

However, the winnings you accrued after completing the wagering requirements were derived from a welcome no-deposit bonus, which, unfortunately, you, as a resident of Chile, cannot withdraw according to the casino's Terms and Conditions. This bonus is intended for fun, allowing you to try out various casino games without risking your real money.

Regarding the $30 deposit you made afterward, could you please clarify if you played with this deposit? Did you lose this amount while playing?

Of course, it is not possible to withdraw, but it is possible to deposit.

I also offered to withdraw from the USA. And they didn't accept it either.

They asked for a deposit.

And I did.

They asked for withdrawal from another country and I offered it too.

They just removed the balance..

The $5. It was the bonus..

The $48 was the profit..

The 30. It's the deposit.

There are 78 in total.

Also. To request a deposit. Nothing was mentioned regarding the country. To be able to withdraw..

I REPEAT..

A LATER DEPOSIT WAS MADE BY CHAT ATTENTION REQUEST OF $30. WHICH IS MENTIONED AS A RULE FOR MAKING A WITHDRAWAL.

After the deposit, I am told that the balance cannot be withdrawn... For reasons that seemed more like excuses.

And then I told him that I wanted to withdraw my deposit. They had demanded it and refused to give it to me.

In short, a total scam.

You can deposit. But never withdraw. Not even your own deposited money.

It is possible to withdraw from real money games or from specific bonuses, though not from the free welcome bonus you redeemed, as shown in the previous screenshot.

Since you made a $30 deposit, could you let me know if you continued playing with this deposit and won any funds, or if the balance was used up during play? This will help us better understand your current balance status.

Dear josemauricio4710,

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.

Look with the bonus.

I will explain to you in even more detail.

I played the bonus. That bonus went up to around 200 euros and I asked if I could withdraw. They replied that I could withdraw something like 50 euros. Then they replied that to withdraw, you have to deposit. I did that too.

The bonus. It doesn't really exist. And its wagering conditions. They are just written. Because there is no way to withdraw it.

Even if you win. And the excuses are either the country. Or that it has not been deposited before or etc etc etc etc.

They say that I cannot withdraw within the country, since cryptocurrencies are purchased with dollars. But it is clear that you can buy crypto with Chilean currency and they will exchange it for you.

Also, there are the platforms that they use, such as electronic wallets, which also receive payments.

My deposit. It was also not withdrawable when I requested it.

They started demanding my bank card.

Also. Once I fulfilled the bonus wagers. To make it supposedly. Withdrawable.

And they deleted my balance.

They offered me another bonus. And they credited it to me.

The funniest thing is that. Obviously. It wouldn't be removable either. Ever.

In short. You can pay. To spin the games. Until your balance runs out because that will not be real money in your account. As it will never be withdrawable.

Thank you very much, josemauricio4710, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you josemauricio4710 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 how we can help resolve this issue.

Thank you!

Greetings all,

I had the opportunity to review this case and it appears there were several consecutive free bonuses in a row with no deposit (only one is valid between cah deposit/play sessions), there was then a cash deposit on top of the free bonus funds in play (this is called mixing funds, also prohibited in the terms and conditions).

The cash portion of the funds were re-deposited into the account as cash with a deposit bonus requested by the player and the non-cashable funds from the consecutive free chip (which were not eligible for withdrawal) were removed. The cash deposit with the requested deposit bonus was then played to $0, an additional bonus was then deposited by the player and played to $0.

There is much more to tell which makes this request ineligible for the funds mentioned in this complaint however the important bit is there are currently no funds withdrawable or otherwise in the player account and the player has been permanently removed at the discretion of management.

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

Best wishes,

Nick and Slots Garden

Thank you for the clarification, Nick.

Dear josemauricio4710, the casino representative has provided me with evidence to support their statement. With that in mind, we believe the steps the casino has taken are correct and as there are no more funds on your account which has been blocked as well, we cannot assist further. We will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter