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made a deposit and got bonus money which I wagerit , then when I wanted to withdraw I never got my money from the casino even though I have written to them 6 times, they always write the same answer on live chat and say send email but they don't answer when I write email. They say it went wrong when I made a deposit and they wanted a picture from my bank account then when I sent everything they needed, they still don't answer and it's been 1 month now

Dear mali1g69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Also, could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

Dear mali1g69,

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.

Hello

I apologize for writing late.

I will send to you.

Hejsan

Jag ber ursäkt att jag skriver sent .

Jag ska skicka till dig .

Hi Kristina.

I have not made any withdrawals before.

And there on my account it says that the withdrawal is approved but the money has not arrived and immediately when I write to them live chat they always give the same answer

Hej Kristina.

Jag har inte gjort några uttag tidigare .

Och där på mitt konto dett står att uttaget är godkänt men pengerna har inte kommit och fortarande när jag skriver till dem livechat så svarar dem alltid samma svar

Thank you very much for your reply, mali1g69. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

hi Kirstina I only have the email that I have sent 3 emails dust subject . Their chat doesn't write anything as soon as I type in the withdrawal they answer no you should send an email instead because the chat can't receive anything else

hej Kirstina jag har bara mejlet som jag har skickat 3 mejl damma ämne . Deras chat skriver inget so fort jag skriver ang uttaget dem svarar nej du ska skicka mejl istället för att chaten kan inte ta emot nåt annat

Thank you very much, mali1g69, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mali1g69 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 is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I had the opportunity to review the situation and it appears our 3rd party payment providers were unable to collect the deposit which the win was based on. Since there was no actual cash in the system unfortunately the requested withdrawal was denied.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slots Garden

Dear mali1g69, could you please provide a bank statement from the month of September to my email (cellar.peto@casino.guru) so we can verify this?

Thank you in advance!

Dear mali1g69,

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.

Hello Peter

I'm sorry I haven't replied. I will send the bank statement as soon as the bank sends it. I order immediately today. Sometimes it takes a few days until you get it.

Etc. Ermal

Hej Peter

Jag ber ursäkt jag har inte svarat . Jag kommer skicka kontouttrag aå fort banken skickar den . Jag beställer direkt idag Ibland det tar några dagar tills man får .

Mvh Ermal

Dear mali1g69,

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.