Slots Garden Casino

Public

Novice

United States

Public

2 years ago

So I have been playing on Slots Garden Casino's website for about a year now. I had claimed a few bonuses. And on Dec 29th, 2021 I claimed a bonus that was for slots and Keno game. Well that deposit and bonus had been depleted and bonus limitations and restrictions were achieved and removed And no where was it stated that I couldn't play blackjack. So basically what happened is I had accidently hit the max bet button, but actually hit for the bonus feature. And with that I had won $20,900. I tried then to withdrawal all the winnings, but was met with multiple road blocks. First road block was I could only withdrawal $2500 at a time. Second block was they limited it to only being able to submit 2 withdrawals at a time. Third block was they needed a swift code. And after talking to my bank they told me to only give either the swift code or the routing number not both. Well they required both. Finally after getting the 2 withdrawals submitted on March 1st, 2022 they first told me it would take 3 to 5 days to approve the request, then 3 to 5 days for my bank to receive it, then 3 to 5 days for my bank to put it in my account. Well after not seeing it after 2 weeks I reached out to them. Now they said it will take 7-14 days to get to my request, then another 7-14 day to approve it, then another 7-14 days to send it, and another 7-14 days for my bank to receive it, and finally 3-5 days for my bank to add it. I finally received the first withdrawal on March 22, 2022 for $2038.47 out of the $2500 that was submitted. The second one I had to contact them again asking about it. Though it was submitted on March 1st it didnt finally get approved until April 17, 2022. But i still have not received it. Todays date is April 29th, 2022. And once the second one was approved I submitted 2 more requests to withdrawal $2500 each. And supposedly they said one of those was approved, but the other one was denied. And along with that denial my remaining balance of over $9300 was also taken away butting me at a balance of $0. There was $1600 that I used to continue to play with while I had been waiting to make all my withdrawals. And one of the games I played was blackjack. Now nowhere in my account did it state that I still had any restrictions of games that I was not allowed to play like it did when I first claimed that bonus. Where the restrictions were was now replaced with a completed statement. Stating that I had met all the guidelines before I would be allowed to withdrawal my winnings. Also back when I claimed that bonus whenever would go to play a game that was restricted it wouldnt let me play. But once I completed the requirements there was no restrictions. But they are now saying that was the case, and I played a restricted game (though I did not win any money at that game) which means I have forfeited my winnings. Which is completely false. I feel as though they have put the restrictions on the withdrawals in order to keep people playing to either 1. loss their winnings back to the casino, or 2. Play a game they say was a restricted game. Which if their was a restricted game then the sites system wouldn't of allowed me to play it. Which is another part of their scam, lift the restrictions then allow them to play and go back and say you weren't suppose to play that game. So now 2 months later after submitting my first deposits, I have only received 1 out of 4. And the one I did receive was stripped of $400 to repay back the bonus money that was given to me when I claimed a bonus. Straight up blatant theft.

Public

Nick

Complaint Specialist

Public

2 years ago

Hello Brandon,

Thank you very much for submitting a 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 access your bonus history to see it there really wasn't any bonus active when you won the money? Was the casino's main reason to void your balance playing a restricted game? Did they state that the decision is final regarding your balance?

If there were issues with the bank transfer, did you try to use a different payout method?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Public

brandonrinehart

Novice

United States

Public

2 years ago

First off I'd like to thank you for taking the time to look into my issue and the trouble I have encountered with Slots Garden.

Each question will be answered in the order it was asked. So first off was I able to access my bonus history, and if I could see there wasn't any active bonus?

So to answer this question it will take a bit of detail to explain because it is not just a yes or no answer. And I have also submitted a photo of my complete transaction history with the casino for reference. So if you look at the photo of my complete history you will see all the coupons (aka bonuses) I have redeemed since I created my account with Slots Garden. Notice how it states the name of the coupon with a request and the amount I deposited. Then notice it will say the same thing except will says approved, and then followed by another line that says redeemed. And take note that a coupon can not be redeemed if there is an active bonus or a positive balance. And also it does not state anywhere on my transaction list when a coupon/bonus gets completed and is no longer valid. But like I already stated one can not redeem another coupon if there is an active coupon or a positive balance. But on the cashiers page if one has an active bonus or restrictions before they can make a withdrawal it is stated on the main page of the cashier.

Which when I had claimed the coupon LUNCH320 it did state that there were limitations to me playing any game until all requirements were completed. Which I do remember seeing that there were requirements I had to complete. Which I did complete, and was listed on the cashiers main page as completed for a little bit of time, and then was a blank page with only showing a way to make another deposit.

So therefore as of that point there was no way for me to see or know of any restrictions or limitations to me playing any game.

And when talking with the customer service specialist Jessica White (Which I also included a document with this conversation) she stated that I had claimed a coupon/bonus titled LUNCH320 on December 29th, 2021 at 12:02 am. Well as what records I have it shows that that coupon was not claimed on December 29, 2021, but was claimed on November 30, 2021 at 1:13 pm with a deposit of $41.00 worth of bitcoin.

And then shows the bitcoin transaction requested and approved. Followed by LUNCH320 being redeemed, and then I assume a bonus added because of using bitcoin as my deposit. Then it states that I requested a coupon/bonus titled HAPPYHOUR which does not say approved or denied. And then the same for a coupon/bonus titled CLEAROUTBONUS, but was able to claim a coupon/bonus titled CLEAROUTRULES.

So if I am loosing the winnings I had won for a coupon/bonus I claimed. Then how is it that I was able to claim another bonus when a bonus can not be claimed simultaniously at the same time with another coupon/bonus or having a positive balance?

Also, even with me claiming the other bonus/coupon CLEAROUTRULES, which I believe is as it is titled did not have any limitations, there was not any limitations on my account. What limitations there were were completed and removed. And if there were restrictions in place, if I was to try and play a game I was not allowed to play due to a coupon/bonus then as the game would be loading I would receive a message stating thate this game is restricted due to bonus limitations, and would not be allowed. But this notification never came up again once I completed the requirements.

Yes, this was the main reason for them voiding my winnings. Just that I played what they claim was a restricted game.

Did they state that the descision was final? Not in the exact words. Jessica White the customer service specialist I chatted with said there wasn't anything she could do, and I also did not ask to speak with a manager. I was too heated at the moment and did not think to ask. But in their Terms & Conditions I have 14 days to dispute their voiding of my winnings. Which is what I am doing here.

With the issues with the transfers to me, did I use a different payment method? No, I used the same account for all withdrawals just like the first one that was received. Which was originally requested on March 1, 2022, and reiceived on March 22, 2022. On March 1, 2022 I submitted 4 withdrawls for $2500 each in total for a total of $10,000. By their Terms and Conditions there can only be a total of %2500 sent a week, so any amount withdrawn that excedes $2500 will be sent the following week.. Well the second one wasnt approved until I had to contact them asking what the hold up was at the beginning of April 2 weeks after I received the first one. Here it is a week into May and I still have not received the second withdrawal. But was told that once approved it can not be overturned, and said I was already paid that deposit. But my bank statement does not show any other deposit but one.