Slots Garden Casino - プレイヤーの撤退が遅れています。

Chose bitcoin to withdraw. After many emails asking where my money was i was told I couldn’t use bitcoin even though it was an option. Canceled withdrawl and selected wire transfer. After another 10 days and many email I was told I had to submit bank statement! Now sure why that’s necessary but I sent it. Days later I’m finally responded to and told since my ending balance on statement was negative that they couldn’t accept that statement. My account is obviously in the positive now but I won’t have another bank statement until January for December. I’ve email over 20 times asking what to do with no response. I should not have to wait until January for my money.

Dear wonderingpooh, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which identity documents you have already provided and when exactly did you send the last one? Have any of your identity documents been approved during KYC?

Could you kindly forward me the bank statement you sent to the casino for verification? My email address is veronika.f@casino.guru. Kindly include all the communication between you and customer support that could be relevant to our investigation as well.

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

All documents have been approved. I sent credit card, bank statement, utility bill, and picture of credit card. These were approved before my redemption was made. I received an email this morning yet again asking for more information so hopefully I get a positive response.

Thank you for your responses. Based on the screenshot you shared with me, am I correct in understanding that your verification is now complete and that you are waiting for your winnings to arrive?

Yes but it has been 7 days.