Slots Garden Casino - Os ganhos do jogador foram confiscados.

So I played on slots garden casino I've made deposits I've played with free spins and bonuses however when I won $1,100 they don't wanna pay me and it's been about a month they tell me the same thing over and over to wait 72 hours they will look into it so then after a month they finally sent me an email saying that denied my payout because of multiple free spins however I've made sure I didn't play with no bonuses or free spins when I made a deposit and won $1,100 and I have screen shots of the withdrawal where it said the manager approved it then they denied it.

Dear kjttrujillo26,

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

Could you please send me the screenshots of your entire transaction history?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Could you kindly specify if you activated any free bonuses in a row without depositing between?

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 everything is verified that the casino requires in order for a person to get cashed out

Could you please forward me the email you received from the casino when your withdrawal request was denied? My email address is veronika.l@casino.guru.

Have you activated several free bonuses in a row, without depositing in between?

Ok I will email you

Thank you for your email. I have looked at the screenshots you posted here and found this:

Do I understand correctly that "Rewards Club Deposit" was $10 that you received from the casino for free?

Yes that's my deposit I made then after that I won look at the date

So remember I made a deposit when I won the 1,100 I didn't win by no free spins no bonuses no nothing I won fair and square I made the deposit I've shown you plenty of proof and you guys haven't showed me no proof from the casino all you guys are saying it's off of free spins no it's no I made a deposit I won fair and square I want my winnings. It's like this when a person goes to a real live casino in person for the first time they give a person credit to play and if the win they don't tell you your denied for winning after they give you credit like wtf

It's like really look at all the pictures I sent to you they cashed me out the first time for the $29 dollars passed the verification and everything then made another deposit and won $1,100 and now it's a problem because I won $1,100 and they don't wanna cash me out and want to blame it on free spins and this and that

I wouldn't be complaining if I didn't deposit however I did deposit and won and the casino doesn't wanna payout. However don't you know that now matter what terms and conditions any company has in any business the customer is always right if it wasn't for the customers, you guys would be in business and if I don't get this resolved I'm taking it to corporate and too the BBB and to the gaming commission.

When did you first request a withdrawal of $1100? Could you please send me the screenshots of your transaction history before the date of this initial withdrawal?

Thank you, but I need your history from before June 15th.

Ok here

Do you have an even older history, please? I need to investigate as many of your transactions as possible. We need to check if you did not redeem several free bonuses in a row without depositing in between. This is something that is against the casino's Terms and Conditions.

Like seriously I've been showing u and showing you proff of my winnings and my deposits and what have they showed me nothing just like u guys are not showing me nothing like it's already been months if you guys can't resolve this issue so I can receive my winnings im gonna this issue to the Gaming commission or to the bbb

I apologize, but since the casino has repeatedly stated that you redeemed multiple free bonuses without depositing in between, we need to review your gaming history to verify whether this is accurate or if there was an error on the casino's part.

Then why don't u get it from the casino then I've already been giving u what u need so don't u get it from the casino like dam u are not doing anything to resolve this issue

Thank you very much, kjttrujillo26, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Ok so what's the results

Hello there,

Thank you kjttrujillo26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Garden Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Ok I will be waiting for the right choice from you guys thanks

Greetings all,

I had the opportunity to review the situation and unfortunately all I see is 32 consecutive free chips back to back in the account with no history of cash deposit (aside from the account confirmation deposit which was requested for withdrawal and refunded). The terms and conditions of the casino state that only one free chip is valid between cash deposit/play sessions. In this instance you would not be eligible to withdraw the $100 maximum cashout value of the bonus in play and thus the non-cashable funds were removed from your account. Hopefully this clarifies things kjttrujillo26.

Best wishes,

Nick and Slots Garden

Thank you for providing me with the evidence Nick.

Dear kjttrujillo26, the casino representative has provided me with a transaction history where you used the 32 consecutive free chips with no history of deposit. Unfortunately, due to that reason we are unable to assist further and will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter