Slots Garden Casino - Povlačenje igrača je odloženo.

Chose bitcoin to withdraw. After many emails asking where my money was i was told I couldn’t use bitcoin even though it was an option. Canceled withdrawl and selected wire transfer. After another 10 days and many email I was told I had to submit bank statement! Now sure why that’s necessary but I sent it. Days later I’m finally responded to and told since my ending balance on statement was negative that they couldn’t accept that statement. My account is obviously in the positive now but I won’t have another bank statement until January for December. I’ve email over 20 times asking what to do with no response. I should not have to wait until January for my money.

Dear wonderingpooh, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which identity documents you have already provided and when exactly did you send the last one? Have any of your identity documents been approved during KYC?

Could you kindly forward me the bank statement you sent to the casino for verification? My email address is veronika.f@casino.guru. Kindly include all the communication between you and customer support that could be relevant to our investigation as well.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

All documents have been approved. I sent credit card, bank statement, utility bill, and picture of credit card. These were approved before my redemption was made. I received an email this morning yet again asking for more information so hopefully I get a positive response.

Thank you for your responses. Based on the screenshot you shared with me, am I correct in understanding that your verification is now complete and that you are waiting for your winnings to arrive?

Yes but it has been 7 days.

Thank you for your reply. Usually, we recommend players wait up to 14 days after requesting a withdrawal for the funds to appear in their account. Based on this timeframe, I would suggest waiting until 24 December. If you do not receive your winnings by then, please let me know, and we will proceed with further investigation.

We appreciate your patience and cooperation in this matter.

It’s now been 11 days

13 days now.

Today is 10th business day. Still nothing. The email I received from them said 7-10 working days. Today is 10th working day.

Thank you very much, wonderingpooh, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear wonderingpooh,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slots Garden Casino representative to join this conversation.

Dear Slots Garden Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Still have not received

Greetings all,

Apologies for the delay on my part, I was forced into time off for the holiday, can't deny it was very pleasant. So HAPPY NEW YEAR to everyone. 🙂

I can see in the system that the transaction was paid by the casino to our 3rd party on the 11th of December but is still marked incomplete from the 3rd party payment provider. I have contacted our payouts department for further information, there is a good chance it is delayed due to the volume of withdrawls that accompany the holiday however it's hard to speculate without review from the requisite department. Once I have some info I'll get back to everyone here. Hopefully it comes through on it's own in the interim.

Best wishes,

Nick and Slots Garden

Dear wonderingpooh,

Could you please confirm, if you have received any update from the casino?

I have not received my payout or a response.

Dear Slots Garden Casino,

Could you please provide update regarding the withdrawal problem?

Finally received. Thank you

Dear wonderingpooh,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru