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I had redeemed a coupon for a no max cashout and deposited. On the 11 of March I made a withdrawal for R10000 and to date I am unable to speak to an agent or get a response from email. everything is automated. I am very dissapointed and upset. please kindly assist.

Dear 187Lee,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your account has been verified successfully in the past? Is the withdrawal still pending in your account or it has been processed already but never reached you? Could you please advise which payment method you have opted for? Lastly, could you please specify which exact bonus you have activated?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

Hi Petronella thank you for the speedy response...

Yes the withdrawal is still showing pending and hasn't been processed. My account was successfully verified as you can see from the screenshots..The deposit bonus coupon was for JACKPOTHUNTER...which I have always redeem and play on a R100 deposit as it gives me a balance of R300 after redemption and a low playthrough of 5x. I've chosen E.F.T/Bank Wire transfer withdrawal method as that was the only option applicable as I have deposited via EFT as well.

Thank you very much, 187Lee, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela for the quick feedback...it is much appreciated. awaiting resolution hopefully. you have a great day ahead.

Hello 187Lee!

From now on, I will take care of your complaint. I would like to invite Slots Garden Casino into this discussion to explain the situation with withdrawal.

Hi Martin I am very pleased and amazed at the speedy response and feedback from you and your team...inviting Slots Garden would be great since the online 24/7 CSR chat is never available and emails are automatedly replied but not manually responsive by an actual CSR agent...

Hey all,

I was able to locate the necessary documentation in our system and get your documents approved for you 187lee, next we need to get some payout information on file. One of my team will be reaching out to you momentarily (if he hasn't already) to get that info and walk you through the process. Watch out for his email, follow his instructions, and we should be able to get things on track for you.

Best,

Nick and Slots Garden

Hi there ...

NB. I've recieved an email from Alex... Concierge Manager at Slots Garden at 11:19AM today stating that my account has been verified and requesting banking information together with a copy of my bank statement...I have submitted the requested information with bank statement dated for today at 12:03PM...I then recieved a response from Alex again at 12:39PM stating that he has forwarded information to the Payout Team and will keep me informed. So I am now patiently waiting. Thank you for the feedback...It is much appreciated

Hello 187Lee!

I am delighted to see a positive progress with your case, I would like to ask you to keep us informed with any further news.

Hi there Martin..I definately will keep you informed...when I logged in at 22:23 I see my withdrawal is still pending...will wait and see during the week if that changes to processed....and let you know

This is the email I've recieved this morning as I've enquired how long payout would take after the relevant documents have been submitted....

Alex Pool (Support Center)

Apr 20, 2021, 9:20 AM GMT+2

Hello Leevanshee,

I am glad to see wire details have been updated on file.

I have escalated pending withdrawal request. It can take up to 3 days, but I hope to see your withdrawal approved as soon as possible.

Regards,

Alex Pool

Hello 187Lee!

Hopefully we are able to see your withdrawal approved in the following days.

Hi there Martin Yes they did roughly say 3 days since yesterday and escalated the matter so I'd be patient until tomorrow which is day 3..by latest Friday...will submit a feedback to you if any changes...Thanks for the assistance..much appreciated..

Hello 187Lee!

Good to hear that your withdrawal has been approved. Please let me know, when your withdrawal will be sent by the casino.

No funds have been deposited into my account as yet....It is now Tuesday so I will be patient until Friday which is the 7th business day..thereafter I will email the concierge manager to check exactly where my funds are sitting...

kind regards

Leevashnee

Hi there...just a follow up. it is now the 7th business day and I still haven't been paid out as yet. I had sent an email to the Concierge Manager during the week to track my payment but he advised to wait until Friday. But I've waited and been patient almost 2 months now...

Please kindly advise

kind regards

Leevashnee Naicker

Here is the response I've gotten at this last minute so my payout will be delayed once again for how long ....

Alex Pool (Support Center)

Apr 30, 2021, 6:22 AM GMT+2

Dear Leevashnee,

I am very sorry for bringing not news you've expected to hear. Unfortunately, I've got a message from our Finance Department that Saving account temporarily not allowed for wire transfer. I apologize for any inconvenience caused.

We have to go for Bitcoin transfer option. To be able to get a bitcoin withdrawal we kindly request you to send your bitcoin crypto address.

Regards,

Alex Pool

Leevashnee Naicker

Apr 30, 2021, 4:42 AM GMT+2

Hi there Alex..

just letting you know that my payout still hasn't been paid. and it's now Friday the 7th business day.

Please advise on a way forward.

kind regards

Leevashnee Naicker

Hi there...

I have already forwarded my bitcoin address to Slots Garden and have emailed them for a response but haven't got any feedback. No monies have been deposited to my bank or my bitcoin wallet to date...

Please kindly assist

kind regards

Leevashnee Naicker

Hi there

it is now Tuesday the 4th May 2021...and I still haven't recieved payment as yet...

even though I have sent my bitcoin address last week...and I was told that payment was escalated...

I would like to ask Nick and Slots Garden Casino to inform us about the status of the player's withdrawal.

Hey Leevashnee,

I looked into this for you yesterday and all the necessaries are finally in order, in theory it should be going out via Bitcoin sometime today or early tomorrow.

Let us know when it comes in.

Best,

Nick and Slots Garden

Thank you for the feedback Nick...I appreciate the speedy response....

Will keep an eye on my bitcoin wallet today and tomorrow..I will definately let you know when it comes through...

Thanking you kindly

regards

Leevashnee

Hello 187Lee!

Please, let us know when you will receive your withdrawal. I will be looking forward to it.

I definately will let you know Martin...as soon as I recieve it💯👌

Hello there..

I would like to say that I've just recieved my payout via bitcoin wallet...I've now converted to Zar wallet and am waiting for it to transfer to my bank account...

I would like to thank the Casino Guru team and Nick from Slots Garden for all the assistance...I'm very Happy and pleased... I have also noticed that they did not deduct the R200 of bonus and paid in the entire amount of R10 000.34c

much appreciated🙏...

Regards

Leevashnee Naicker

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.