Slots Garden Casino - Player struggles with invalidated ID and delayed withdrawal.

Hello my name is jake n**** from Connecticut. My username on slots garden is 52v*****. I have made multiple withdrawals and deposits on this casino with no issues. I have confirmed my ID with them and other documents were approved when I first opened my account months ago and have made withdrawals since then with no issue. Now I’m trying to withdraw $95 via bitcoin and they say that my ID that they approved months ago is no longer valid. I have tried to resolve this but they say to email my ID to an email which either doesn’t exist or just never responds after weeks. I have had no issue withdrawing at all in the past but now they choose to say my ID is no longer valid because the photo wasn’t clear enough. If it is truly just the ID I would be more than happy to send it to someone who will actually approve it instead of a email that doesn’t exist or go anywhere

Hello jakenevins97,

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 since when is the current verification ongoing? What e-mail address did you forward the new document to? Isn't it possible to upload the ID directly within your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello I officially verified my account on December 6th. Since then I have made multiple withdrawals and deposits. On January 16th, 2024 they are claiming the photo is no longer valid and in fact it was never valid. It’s been two days of emailing them my documents with no reply. They say I should receive a reference number 1 hour after I send the email but it’s been 10 days. The hooyu verification is through the casino account but I already completed that and it still says approved so obviously there is a glitch in their system. My documents on ruby slots recently got corrupted and I tried the link on other INclave casinos and it seems they are all connected to Rubyslots HOOYU. So maybe that’s where the confusion is but I have talked to the casino and they said they are seperate.

*Sorry it’s been 2 days of emailing not 10 days

Hello jakenevins97,

Please note that verification may take up to 14 days so please be sure to forward them the requested document as soon as possible and let us know if it would take longer.

Dear jakenevins97,

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.