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Slots Garden – Withdrawal request declined

Ruling

Found for the Casino - This player has claimed multiple No Deposit Bonuses in a row and as such is not entitled to withdraw the winnings being contested.

Read our Slots Garden Casino Review.

Player's Complaint

On 9/13/18 I decided to redeem my "VIPThankyou5" coupon and received $1,250. I proceeded to play and after meeting the play through requirement was left with $6,016. $3,516 was automatically reversed leaving $2,500 on my account which I than submitted as a wire transfer withdrawal request.

I made several deposits after this request. When I went to check the status of my withdrawal request I noticed that it was declined on 9/18. I immediately contacted and chatted with an agent and was told the reason it was decline was due to that I had not previously made a deposit the previously month before using the coupon. I informed the agent that I was not aware of this requirement and have never seen this requirement in their Terms and conditions. Agent agreed that it is not listed on their web site but it is a know requirement by all of the agents and if I would have chatted with them before redeeming coupon I would have been told. I explained that how was I supposed to know that I had to contact an agent or know of the deposit requirement if I was never made aware of it.

I play at all Slots Garden sister casinos and did not have deposit requirement cause my withdrawal request to be declined when I redeemed the "VIPThankyou5" coupon and won with them previously. Since there was no way for me to know about deposit requirement I feel this is very unfair treatment and requested that I receive the $2500. Per T

Read the casino review

6 Responses

ThePOGG
Oct 10, 2018

Hi gand829490 - welcome to ThePOGG.com!

Do you have a record of your Live Chat conversation?

Thanks,

ThePOGG

gand829490
Oct 11, 2018

Not for this conversation. I can chat with them again about this and save transcript if you want. Below is email I sent to them which they have not responded too.

Thanks
[EDIT]

Sat, Sep 22, 2018 11:19 pm

[EDIT]

To
cashier cashier@slotsgarden.com, help help@slotsgarden.com
Cc
[EDIT]
On 9/13/18 I decided to redeem my "VIPThankyou5" coupon and received $1,250 I proceeded to play and after meeting the play through requirement was left with $6,016. $3,516 was automatically reversed leaving $2,500 on my account which I than submitted as a wire transfer withdrawal request.
I made several deposits after this request. When I went to check the status of my withdrawal request I noticed that it was declined on 9/18. I immediately contacted and chatted with an agent and was told the reason it was decline was due to that I had not previously made a deposit before using the coupon. I informed the agent that I was not aware of this requirement and have never seen this requirement in your Terms and conditions. Agent agreed that it is not listed on your web site but it is a know requirement by all of the agents and if I would have chatted with them before redeeming coupon I would have been told. I explained that how was I supposed to know that I had to contact an agent or know of the deposit requirement if I was never made aware of it.

I play at all your sister casinos and did not have deposit requirement cause my withdrawal request to be declined when I redeemed the "VIPThankyou5" coupon and won with them. Since there was no way for me to know about deposit requirement I feel this is very unfair treatment and requesting that I receive the $2500 I requested.

My user id is [EDIT].

Please reply with your decision on my request.

Thank you
[EDIT]

ThePOGG
Oct 12, 2018

Hi gand829490,

I'll contact the operator and see what we can find out for you, but you should be aware that this operator is part of a group that regularly take months to resolve even basic issues so long delays are to be expected.

Thanks,

ThePOGG

gand829490
Oct 27, 2018

I sent another email today and received below response back. There supposed to get back to me in 5 business days. I'll update you once I receive response.

Thanks
[EDIT]

Slots Garden Cashier (cashier@slotsgarden.com)
To:you Details

Please reply directly to this message
Dear [EDIT] - [EDIT],
Thank you for contacting Slots Garden Casino.
We have received your email and are assigning it to a casino representative. You can expect to receive a response from us within five (5) business days.
To help track your inquiry we have generated a reference number. Your reference # for the email you just sent is # [EDIT] .
You can reply directly to this mail for any further communication with Slots Garden Customer Support Center in regards to this issue.
Sincerely,
Slots Garden Customer Support Center
USA Toll Free: 1-800-684-1300
www.slotsgarden.com

gand829490
Nov 13, 2018

As of 11/12 have not received reponse back yet. Sent follow up email requesting response.

ThePOGG
Nov 27, 2018

Hi gand829490,

I've spoken to Slots Garden regarding this issue.

The reason your withdrawal request was declined and your funds voided was because you claimed two No Deposit Bonuses in a row. On the 10th of August you claimed VIPTHANKYOU5 and then you claimed this again on the 13th of September. There were no deposits between these No Deposit Bonuses which is subject to the following term:

"17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip."

The above being the case I'm afraid their is nothing we can do to help you.

ThePOGG

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