Slots Garden Casino - O jogador não está satisfeito com os serviços do cassino.

I played a welcome bonus and finished the wager(playthrough) the I requested a payout on the 24th of May 2020. But till today 7th of July I'm still waiting for payment. I submitted all the necessary documents and received an email confirming that they received my documents and they were approved. It has been more than a month long wait and I still have not received the payout. I can log in to the account but I am nolonger able to chat to them via live chat. I have been writing emails to them, and all I could get was that "we are sorry that your payment has not yet been processed but we assure you that it will be processed accordingly". I don't get any updates, when I log in I only see the date u requested the payout, no progress, it just says pending. It has not been processed. Now they are ignoring my emails, because I wrote to them asking for the reason of the delay because their terms and conditions says 7-10 working days. I followed all the terms and conditions attached to that bonus yet they refuse to pay and I have not been provided with a reason for the delay. Now I do not get any answer anymore. I feel I am treated unfairly because I won fair.

Dear Thabsile,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please, could you forward me the existing communication between you and the casino? My email address is kristina.s@casino.guru.

Additionally, I would like to point out, that Slots Garden is one of the casinos which has long waiting payout times. You can read more about it in our review about this casino here:

https://casino.guru/slots-garden-online-casino-review

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Thabsile,

Thank you for your email. Before we move forward with your complaint, I would like to know if there is anything new regarding your pending withdrawal.

Dear Kristina

No, there is nothing new. I have not received any response from the casino since my last email to the casino on the 21 of June. I have not received the payment either.

Thank you very much Thabsile for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you

Hello Thabsile, Kristina,

I saw this come up last week while I was reviewing and had a look into it, I managed to get the requested withdrawal approved and paid out on the 16th for you. You should see that arrive in your bank account in the coming business days Thabsile if it hasn't arrived already.

Apologies for the delay on our end.

Best wishes,

Nick and Slots Garden

Thank you so much for your help, I appreciate it.

Dear player,

Please, update us when funds are received. Thank you very much for your reply.

Hi

I have received my payment from slots garden. Thank you again for your help and support

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.