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I have an overdue withdrawal from 11/4 and 11/14 for $1970 and $1904.46 totaling $3874.46 in overdue withdrawals. Casinoguru helped me get paid previously with this casino a couple of months back. After a call from my VIP concierge, I decided to give them another go. My first withdrawal used their rapid payout system (which is no longer available) and was processed in a few days. However, now using their normal means for Bitcoin withdrawal, it's been over a month and still no payment. I've spoken to Customer Service through online chat repeatedly, whenever their chat system is working. Sometimes, it won't work or I'll wait for an hour trying to get someone online and the chat window times out. They kept saying that they would escalate it and I should get paid shortly, but I never did. Anyway, online complaints seem to be the only way to get paid. It's disappointing because this casino has a lot to offer. I just don't understand why they won't pay in a timely manner. I have had similar issues with their sister casino Slots of Vegas. Seems to be standard operating procedure to just not pay. Please help. Thank You. I can provide chat transcripts if needed.

Dear ericlsmith,

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

Could you please advise what the current status of your withdrawal requests is? Do you see your requests as pending or processed?

Did you accumulate your winnings with or without an active bonus?

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

Hi Veronica,

The withdrawals haven’t been approved yet. They’re just showing as withdrawals. I don’t recall for sure if any of these were attached to a bonus. If they were, the bonus amount was removed. Thank You

Thank you very much, ericlsmith, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 ericlsmith,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Slots Garden Casino,

Could you possibly provide additional information regarding the delayed withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

I tried reaching out to the casino online via chat after receiving a voicemail from my VIP concierge. I chatted with an associate who said they would escalate it and verified my bitcoin wallet address for the withdrawals, which I did. They said I should see movement in 48 hours, but it's been about a week and I haven't seen anything. I tried to follow up but the wait times on the online chat are very long and I gave up after about 45 minutes.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal