Slots Garden Casino - Povlačenje igrača je odloženo.

I won 100 from this casino from free spins. They took all the other money and left me with 100 to play with I played with that money and won 1350 proceed to withdrawl on 2/7/24 was denied because they didn't have all my documents so I turned all those in and sent a chat about my 1350 I was told I would get a email when it's approved I got that email and still have not recieved my money everytime I chat they ask for my bitcoin address and I provide it and then I'm told to wait a few hours I should see it.

Dear arsheahouston1985,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Slots Garden Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly advise if your verification was approved? Did you send all the necessary documents on time and in the correct format?

Have you made any deposits into your casino account?

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

Best regards

Veronika

Yes they were approved and I got a email letting me know that as well.i sent everything on time and the right format. I have made several deposits into my account since winning.

Could you please advise what the status of your withdrawal request is? Is it shown as pending or processed?

Dear arsheahouston1985,

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.

Before I got the email telling me I would be paid out soon it would show pending. Now it doesn't show anything at all and I still have not recieved my 1350.

Thank you very much, arsheahouston1985, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Hello arsheahouston1985,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slots Garden Casino representative to join this conversation and participate in resolving this complaint.

Dear Slots Garden Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Greetings all,

I hope you had a nice holiday. I have reviewed the situation and it appears the maximum cashout value of the free spins in play at the time of the win ($100) have been paid in full as of the 12th of March and confirmed delivered in Blockchain Explorer. Please let us know those arrived safely arsheahouston1985.

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

Best wishes,

Nick and Slots Garden

What about my 1350 I won way after the 100 dollars you guys gave me the 100 in the casino when I cleared everything you guys took all the money I won and left 100.00 in my account. I then started playing for days and accumulated 1350 requested a withdrawal and It kept saying pending then it got denied I sent a chat message and I was told my documents needed to be sent in and verified I did that over 20 times and once it got escalated over 10 timed someone finally emailed me telling me congratulations your documents were approved and my 1350 will be in my account shortly. That day it never came I sent another chat and was told my documents still had not been received which I then told them and showed them the screen shot of the email telling me congratulations and be looking for my 1350 in little while I still have all those emails. I did not win 1350 from a free chip. I hope you guys can figure this out go back in my player history and see exactly how and when I won the money. Also why would I recieve a email telling me I should recieve 1350 shortly. This has been going on since january and I still play in your casino

Hello arsheahouston1985,

Have you deposited any funds between the bonuses?

I'll be awaiting your reply.

Yes I deposit almost every Friday but since they haven't payed me I haven't played and they still keep giving me free 100.00 they just put it in your account. And with that you can only withdraw 100 after you clear the play through. That's another reason why I haven't played In there casino again because I don't want the 100 the keep just putting in my account

Dear Slots Garden Casino,

Could you comment on the player's responses?

I'll be awaiting your reply.

Greetings all,

The requested withdrawal stems from a $100 max cashout bonus, this is the minimum and maximum amount that can be withdrawn on these bonus funds. Please note, the withdrawal was not denied as the withdrawal request was valid (had there been no deposits between the bonuses it would have been ineligible for withdrawal) however the non-cashable balance was removed on approval and the cashable amount was paid to the player per the terms and conditions of the casino (and the bonus itself).

For reference see terms (article 6) related to free bonuses:

6. Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance, as you will not be able to withdraw these funds.

Hopefully this clarifies things.

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

Best wishes,

Nick and Slots Garden

That was not the case I cleared everything got the email telling me my withdrawal for 1350 was approved and I will see it shortly as well as I chatted with your team over and over again about my withdrawal and kept being told my documents were missing I sent in my documents overand over again for 2 months and finally got a email telling me everything was correct and to wait on my withdrawal of 1350

Hello arsheahouston1985,

Could you confirm if you received the 100$ instead of 1350$?

I'll be awaiting your reply.

I got the 100 for a different withdrawal from free spins way after the 1350 I won the 1350 in January.

I also have all email's of me confirming my winnings and if they have a way of seeing the chat conversations I had with different members of there casino about me winning my 1350 and why it was taking so long and the only response I got was my verification wasn't verified and once I finished being verified I would get my 1350 deposit. I cleared everything and was left with my money to gamble and I won 1350 off my own money not free spins

Hi arsheahouston1985,

I wanted to inform you that since Stefan, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Stefan possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Stefan will reach out to you as soon as possible.

Thank you for your understanding and continued patience.

Hello arsheahouston1985,

Could you state if you are able to view your real money balance and bonus balance separately in your cashier?

Dear Slots Garden Casino,

I would also like to inquire if a Player completed the bonus wagering, had their winnings capped, continued playing after reaching the cap, and then requested a withdrawal. Could you also provide us with the Player's game history?

I'll be awaiting your reply.

No I can't see that on my end but that would explain exactly what I'm saying happend when I won my 1350.

Greetings all,

When playthrough is completed on a bonus coupon the system (in most cases) removes the non-cashable balance automatically as it did in this circumstance. Playthrough was complete and the funds in the casino account were eligible for withdrawal at that point at the maximum cashout value of $100. Within our gaming platform it is mechanically impossible to withdraw funds unless they are "cash" thus bonus funds must be converted to cash to be eligible for withdrawal. Despite their appearance as "cash" in the system, as stated in the terms and conditions of the casino no more can be withdrawn on a bonus than the maximum cashout value regardless of further play.

We have a solution in development that addresses this directly (thus preventing players from future disappointment), however our gaming platform at this time does not allow us to have these funds in the system as anything but "cash" and it requires substantial re-tooling in cooperation with the gaming provider to accomplish a viable solution. In short it is no simple task. Until such time as we have this solution available in order to continue to provide the amazing bonuses we are known for we need to assume that players are adults and have familiarized themselves with the terms and conditions of the casino (and the bonuses themselves) at the time of play. The other option would be to no longer offer free bonuses at all.

I wish I could be of more assistance however as the casino has made every effort to inform players of the rules and this particular situation complies fully with the casino terms and conditions and the terms of the bonus in play at the time of the win (the withdrawal has been paid out as promised at the maximum withdrawable amount for the free chip in play) I'm afraid there is little left to be done here.

I genuinely hope this clarifies things for all parties.

Best wishes,

Nick and Slots Garden

That does not explain why I recieved a email telling me I cleared everything and I would recieve ny 1350 in a couple of hours I recieverd a few emails detailing my win as well as spoke with your chat teams different times to clarify my win befor I continued to play. Your response doesn't clarify anything in these messages. I won my 1350 fair with no free spins at all and deserve my money I know there is a way you can show my play status and when and we're my free chip came into to play and when it was over. You guys took your money and left me with my balance which was way over 1350 I kept playing and stopped at 1350 asked the chat guys was it right was this all my money and they confirmed it as well as sent me a few emails confirming it as well. No one is mentioning the emails I recieved proving my winnings.

Dear Slots Garden Casino,

Can you please state if any warning popped up that the winnings will be capped again to 100$? If so, could you provide us with the screenshot?

I'll be awaiting your reply.

Greetings all,

As I stated previously we are mechanically incapable of providing a further and more comprehensive solution at this time. The terms and conditions of the casino and the related bonuses are quite clear regarding the subject and we believe that familiarizing yourself with these terms is a reasonable trade off to no longer offering the extensive and exciting bonuses provided by the casino. There is no further conversation necessary here, if the player and the platform (casino.guru) are not willing to honour (or only selectively honour) our terms and conditions we have little recourse.

Best wishes,

Nick and Slots Garden

So you guys just going to take my 1350 after I won it legitimately and also got a email confirming my win this is crazy.

Hello arsheahouston1985,

Since the casino is not willing to cooperate with us, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at stefan.m@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Kind regards,

Stefan, Casino.Guru