Slots Garden Casino - Withdrawal of player's winnings has been delayed.

I have previously withdrew from a sister casino named ruby slots. My inclave account is used and verified all docs accepted as I have been paid out prior at a sister casino. Everytime I make co taxt even after the allotted time they outline they ask me to wait an additional 24 to 48 hours. This takes all the fun out of the gaming experience as the enjoyment of it is the actual win. Waiting a month for the cash.

Dear cbuchholz0916,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear cbuchholz0916,

Have you received your withdrawal from the casino yet?

.

I have not although progress has been made the bitcoin wothdrawl has finally been approved although I do not understand they included my playable balance I did not include in the withdrawl to make my total balance 0.00 I have not actually recieved the payment yet it was 12/14/23 when the withdrawal was approved by manager. Thank you I will keep you updated

There is still no update and no payout has been recieved I have not been emailed or contacted in anyway about my withdrawal being approved only that in my transaction history it shows it split into 2 approved withdrawals one for 110 amd the other for 141.20 which is also very confusing. Please help me to make sense of what is goin on with my account.

Thank you for your reply, cbuchholz0916. Do I understand correctly that this was your first withdrawal attempt at this casino? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear cbuchholz0916,

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.

I have yet to receive payment approved on December 14th. Yesterday I was told I could escalate it today, today I have been told it's only 9th business day and thay I would have to wait until Wednesday the. 3rd as th 24th 25th 26th 31st 1st and 2nd were all not considered business days. What is deal this is. Nothing more thN a joke and I am fed up with it

This is all after I have been told. I am only getting 110 dur to terms and conditions of the bonus which I have forfeited 141 dollars as it is thank you for your help.

Thank you very much, cbuchholz0916, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi cbuchholz0916,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slots Garden Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

I have reviewed the situation and payment was made via Bitcoin on the 2nd of January and has been confirmed delivered in Blockchain Explorer. Could you please confirm delivery on your end cbuchholz0916?

Best wishes,

Nick and Slots Garden

Thank you for checking this, Slots Garden Casino.

Dear cbuchholz0916, please let us know if you have received the payment, which was processed a week ago based on the information from the casino representative.

Dear cbuchholz0916,

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.