Slots Garden Casino - Игрок еще не получил свой выигрыш.

Hi i made a withdrawal on the 24th of January so i was told to wait 10 days which I did, but then I was told my withdrawal will be declined (1st reason the card i made a deposit with i need to send them pics of) but i explained i don't have access to it anymore cause it was my uncles card and we're not in contact no more. Second reason i redeemed to many free chips but i only redeemed TWO which the second one my winnings is from. So i would like some advice or help from u guys please

Dear Joann87,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Ok thank you

Dear Joann87,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello i haven't received anything yet. Yesterday when I logged into my account there were no pending withdrawal and it has been reversed

Dear Joann87,

Since the new withdrawal appears to have been requested on February 4th, I would recommend allowing up to six more days for it to be processed.

If it has not been processed by then, we will step in to assist further. Please keep us updated on any developments.

Best regards,

Nick

Hi Nick i don't understand... The withdrawal wasn't made by me. It says 'Manager withdrawal approved'. Which means they reversed my withdrawal i think.

Dear Joann87,

I believe it should simply mean approved. As 2 weeks have passed since it has been approved, can you please advise if you have received the withdrawal or if there's been any update in the case?

Additionally, if you have any communication between you and the casino related to this case please forward it to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Good morning Nick hope you're doing well i haven't received anything yet. I'm not communicating with the casino it's too upsetting, I'm trusting you to help me... TIA

Thank you Joann87 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Joann87, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Slots Garden Casino representative to join this conversation. 

Dear Slots Garden Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I reviewed the account and unfortunately the terms and conditions of the casino (and the free chips themselves) only allow one free chip between cash deposit/play sessions. As you had multiple consecutive free chips (11) back to back Joann87 with no cash deposit/play to separate them the requested withdrawal was denied.

Sorry to disappoint but hopefully this clarifies things!

Best wishes,

Nick and Slots Garden

Dear Slots Garden Casino,

thanks for your message and explanation.

Dear Joann87, 

have you played those free chips without any real money deposit in between them, please?

Hello Katarina

No i haven't as I've said I only played 2 free chipsthe signup bonus then i deposited $30 (which is alot😱) and then i played this free chip which my winnings is from.

I never played 11 free chips

Dear Joann87, 

could you please specify which bonus you utilized?

Dear Joann87,

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.