Slots Garden Casino - The player's withdrawal is delayed.

Hello I had played at slots garden casino. I won some like $700 kept playing and lost $200. I decided to cash out at 500. Then the account had to be verified and accepted and then sent to the payment center. It has now been 6 weeks since I've made this withdrawal and I still haven't received anything unless I talked to them they said that they had already given me the payout which was I think they said it was $100 out of the $500 that I was Drew originally can you please help

Hello Sofondaboyz,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Sofondaboyz,

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.

Hello Nick this is Arturo

I got your message about this job being delayed 6 weeks but I'm wondering as to why I had already waited the 10 days and then the extra 10 days and then it's been over a month now I'm not sure what's going on?

Username; 9c******

Last contacted the casino on Monday June 19th inquiring about my withdrawal and now there's no answer. So I must tell you that when I first started playing they gave me a $30 chip so I redeemed it and started playing that's when I won I believe it was $1,400 so I did a test withdrawal of $100 and that's when they flagged it and they took the $1,300 and left me with the 100 after doing the wagering. To my understanding is that like they've already done the wagering and it already taken the balance of the first withdrawal that's the $100 becoming mine to do as I please so that's for me to do it so that all those rules get boys now because that $100 is basically mine so one again and then I lost 200 so left me with 500 and that's when I try to withdraw that and now they're telling me that I'm not eligible for it even though I've got an email saying that I was eligible it was accepted and it was sent to the payment program and now they're telling me it's not

Hello Sofondaboyz,

Do I understand it correctly that after finishing the wagering of your bonus, they left you with a balance of $100 and used that to further accumulate your casino balance?

Is it possible to forward a screenshot of the pending payment together with any conversation between you and the casino to nikolas.b@casino.guru?

Dear Sofondaboyz,

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.

Hello I'm not sure why this is taking so long . My original question still not answer that's why this is taking so long in fact you guys are adding more time to it what is going on please somebody help me

I need to go back go through my emails and messages and when I see what I can find and I will send them to you as I find them can you please send me what email to send them to

Hello Sofondaboyz,

As we are a 3rd party resolution center, we can't make the process within the casino faster and we also can't move forward without enough relevant evidence provided by you as we can see only what you provide.

Please forward the requested information to nikolas.b@casino.guru.

I didn't know what else I can send I'll look back at email and what not to send you but I think the casino deleted some on the conversation

I would like to ask Slots Garden Casino to join us and help us explain the player's situation. Can you please clarify why is the player's withdrawal delayed?

Greetings all,

The free bonus in play at the time of the withdrawal came with a maximum cashout value of $100, this amount plus the account confirmation deposit ($112 total) were paid out in May via Bitcoin and are confirmed delivered in Blockchain Explorer.

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

Best wishes,

Nick and Slots Garden

Here is the issue I'm having. My understanding is that yes the bonus came with a 100 min withdrawal. I originally had one 13 or 1400 dollars. So when I went to go to the withdrawal they took 1300 and left me with 100 correct plus the $12 deposit confirmation. So I kept playing thinking cool that's ok. To my understanding they bonus terms had been met this leaving me with the $112 to do as I wish so the rules for the bonus have been met in doing the wagering and withdraw the $100 and forfeiting the rest.

So I kept playing with the $112 from earlier and won again. I can't really exactly how much I had won but this time I decided to stop and withdrawal $500 that was left on my balance. So the$100 and wagering already happened as far as I know. If the bonus has a minimum withdrawal why did you give me another $100 you say there was a minimum of $100 which already has happened . But you won't give the $500 only $100 so sibe you have part of pthe $500 you out your foot in your mouth thus owing me the $400 plus interest. Thank you

Dear Slots Garden Casino,

Was the player's balance set to $100 after finishing the wagering requirement, leaving him with $112 real money balance?

If this was the case, the bonus conditions should no longer apply as the winnings were basically "paid" to the player's account making them real money balance without active bonus and any further balance accumulation should not be voided.

Exactly thank you for clarifying that so. When I got the first bonus I had won some $1400 when I went to cash out I was left with $100 and the casino took the rest.. your last statement you said and I quote "If this was the case, the bonus conditions should no longer applies as the winnings were basically "paid" to the player's account making them real money balance without active bonus and any further balance accumulation should not be voided.

Therefore when I went to withdraw the 500 I only received $100 so may I ask you what happened to the rest of the money? And remember what you said about the balance being credited to my account and any further winnings will not be affected by bonus wagerings and whatnot. ?????????

Greetings all,

As stated in the terms and conditions and agreed to by the player on coupon redemption all bonus rules apply until after withdrawal is completed. I have included a screenshot of the player view on coupon redemption for clarification.

Best wishes,

Nick and Slots Garden

The casino acted in accordance with its terms and conditions that is the fact.

On the other hand, I can understand why Sofondaboyz assumed he was playing with real money.

Converting the balance from bonus to real money and still applying the max bet and max win rule only cause trouble because most players are not reading the terms and assume that if the balance is transferred to a real balance account, they are playing with real funds.

Moreover, the policy that essentially forces players to make a withdrawal after the successful conversion of the bonus does not seem logical. Casinos should focus on keeping players engaged and encouraging continued play rather than forcing them to withdraw funds with uncertainty about whether they can deposit them back.

So from this point of view, I am on the Sofondaboyz side.

The conclusion of the case:

The casino acted according to their terms; however, how the bonus works in this casino violates our Fair Gambling Codex.

In such cases, we are trying to convince the casino to reconsider their policy regarding the bonuses and make it more simple in a way where players don't need to read the terms. And if the casino decides to keep things as they are, we close the case as unresolved with status: Against Fair Gambling Codex.

The penalization for such cases is reduced because the casino acted according to their terms; however, these terms are not user-friendly, and many other casinos are handling this situation much better.

I would also suggest the casino make a popup window showing after each bonus conversion, where they inform players that they must withdraw their winnings because rules are still in place and once the money is converted to real balance, most of players would assume that the bonus is finished and they are free to play with their real money.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are currently still in contact with the casino regarding the reconsideration of their final decision and will post an update as soon as possible.

Greetings Nick,

Apologies, I had an injury and needed to take some personal time to recover. Unfortunately it is mechanically impossible to do what you suggest. The current pop-up window system on coupon redemption was developed in conjunction with casino.guru management as the best possible solution in the given situation. It isn't ideal certainly, however we have done our best to assure players are fully informed of the rules they are playing under before coupon redemption.

Best wishes,

Nick and Slots Garden

Our team are still in touch with the casino regarding this case and any further bonus issues which may occur, an update will be provided as soon as possible and until then the timer will be prolonged.

Hello Sofondaboyz,

As my colleague Matej (matej@casino.guru) is currently in touch with the casino regarding these bonus conditions, I will be forwarding your complaint to him.

Wish you best luck resolving it.

Regards,

Nick

Hello Sofondaboyz,

I apologize for the difficulties you are facing.

I am presently addressing your situation and kindly request your patience as we are internally discussing the matter.

Apologies for the delay. We will discuss this case during our internal meeting on Wednesday.

Hello Sofondaboyz and Nick.

I apologize for the delay. We took some time because, as Nick mentioned, we provided advice to the casino on how to handle bonuses. We are aware that they are making efforts to make the bonus process easy and understandable for everyone.

There has been some progress, and I can confidently say that they are on the right track. However, there is still room for improvement, and we understand that Sofondaboyz expected to play with real money. Therefore, we have taken Sofondaboyz's side in this matter. I have already sent Nick our suggestions on how to enhance the process to avoid any confusion.

Greetings all,

We very much appreciate the assistance on the part of casino.guru, they have been incredibly helpful in assisting us as an organization in our goal to provide our players with a safe and superlative gaming experience with full transparency.

This said, due to the complexity of our bonus structure (one of the richest and most rewarding in the industry) there are currently mechanical limitations to the amount of control we can exercise over the various funds we issue and how our players utilize them.

To fully comply with the wishes of casino.guru the only current option would be to eliminate these bonuses completely and thus eliminate the "problem" as it is seen by this forum.

In order to continue to offer a rich, generous, and varied player benefit system we are forced to rely on our terms and conditions to protect us, and the intelligence of our players to read and understand these rules which we have made every effort to simplify, as well as to inform them of at every possible opportunity.

We as an organization reserve the right to enforce these terms as necessary, and enforcing maximum cashout limits on free chips is essential to us. Without the enforcement of maximum cashout limits under the rules dictated within the terms and conditions of the casino (and additionally on the rules of the free chips themselves) we could not continue to offer these benefits, plain and simple.

We are working on solutions to these issues however in the meantime it is our belief that our players deserve to have this benefit and are intelligent and responsible enough to utilize them within the defined parameters.

Best wishes,

Nick and Slots Garden

Dear Sofondaboyz and Nick,

Our evaluation is based on comparing the best and worst practices in the industry in certain situations. I must say that the situation in this case could have been handled better. I suggest implementing a pop-up window for players after completing their wager, where the casino clearly explains the rules again. Similarly, another pop-up window should be displayed if a player decides to reverse their withdrawal, this time with a checkbox informing the player that their winnings will be capped again, and they agree to this when reversing or canceling the withdrawal.

On the other hand, we acknowledge that you are making a significant effort to make your rules transparent and easy to understand for the players.

Although we cannot close this case in favor of the casino, we appreciate their effort, and therefore the penalty for this case is significantly reduced.

I apologize, Sofondaboyz, but I believe that we cannot do more for you in this case.

Dear Sofondaboyz,

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.

Dear Sofondaboyz, regretfully, we have to close this case as unresolved. Apologies for our inability to assist further.