I have submitted all documents requested by the casino to receive my winnings but they have used every tactic under the sun to delay or not pay me. They refuse an original statement from my account asking for a gas bill instead which I don't have but cannot tell me why my account statement which has my address on is not acceptable. My money is not even reflecting in my accounts so where is it but they refuse to give me a contact number and say they will put it in my casino account as credits, I do not want that, I want my winnings. This is daylight robbery and now don't return any of my emails and consultants are limited so what do we do, are they hoping we just stop asking for our winnings or what is the plan here. The worst damn thing I've tried, never again. 

Dear Curwyn,

Thank you very much for submitting your complaint through our website. I am very sorry to hear about the problems that you’re having with your withdrawal. Please allow me to ask you few questions so I can understand this case completely. Is this your first withdrawal? What withdrawal method did you opt for? Did you accumulate your winnings with bonus play? Please, could you be so kind and forward me any relevant communication between you and the casino? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account. Thank you very much in advance for your cooperation. I hope that I will be able to help you with this issue as soon as possible.

Best regards,

Petronela

Good day Petronela

Yes this was my first time withdrawing from the Casino, they did not advise me of this process the entire time I played and they received my money no problem. Only when I won something which was a while after I had been playing did they notify me that this is the process in order to get my winnings. There where no other options to receive my winnings, just the one. I followed the instructions and sent them everything I had and explained that I did not have a gas/utility account based on the fact that where I stay I pay my rent in as one amount all included per month. I advised them that I had a vehicle account from Wesbank which has my address on and my bank statements which also has my address on which is the same bank account the card is from that I use to deposit money to them. I have sent multiple emails and consultant chats with no result, it seems to me as if they trying to force me to play out the money as they keep telling me the money will be sent back to my casino account. I don't understand why my bank account with my address on it is not valid as I asked them to verify my account and address with my bank. If I don't have gas accounts I cannot create it. I've used these forms of proofs of payments for years and cannot understand why it is now regarded as invalid. Thank you for your assistance but they do n0t have a valid reason not to pay me my winnings. This is daylight robbery and now my money does not even reflect in the casino account and when asked where it is I do not get an answer. Thanks.

regards

Curwyn

Thank you very much Curwyn for your reply. I’m asking the casino representative to clarify this issue. Hopefully together, we will resolve this case as soon as possible. 

Best regards,

Petronela

Thank you . I have tried to obtain a telephone number so I could speak to them as well but its also concerning that they refuse to speak over the phone yet I have received calls for promotions from them. I have lost trust in this online casino.

regards

Curwyn

Hey Curwyn,

In the years I've been with the casino I've seen the validation process go from a minor inconvenience to a minor hassle, it's true. Every time someone comes up with a new way of getting around things it gets more difficult for everyone ourselves included. As Petronela said, it's done primarily for player security. An account someone can't benefit from is an account not worth bothering with, it's a fairly effective deterrent and we go through great pains to assure the player themselves are the only ones in the whole wide world who can cash out from their account.

The fact that there are excellent reasons behind it doesn't make it any easier to take care of, I'm well aware. Your documents are currently listed as "incomplete" which for all intents and purposes is the same as having none at all. I'm going to go ahead and send you an email from my personal email account and we can work together until we get that money in your pocket, where it belongs.

Your current balance reflects your requested withdrawal amount, go ahead and re-request it and if it gets denied in the interim request it again until you and I get this authorization process sorted for you. 

Best wishes, I look forward to working with you, and be sure to check you inbox for my email.

Sincerely,

Nick and Slots Garden

Dear Curwyn,

Please could you get in touch with Nick, and work together on gathering all the necessary documents to complete your KYC with the casino? Personally, I’m very happy that Nick is the one who’s going to guide you through this process. I’m sure this case will be settled soon and you will receive your winnings. 

Best regards,

Petronela

Thank you so much. I will be in touch with Nick.

regards

Curwyn

Dear Curwyn,

We are extending the timer by 14 days. Please, update the status of your complaint. I hope everything goes well. 

Best regards,

Petronela 

Good day

I have received an email from the Casino stating that my account has been verified so now I have tried another withdrawal, I will confirm once I have received my winnings. thank you so much for your assistance. 

regards

Curwyn

Dear Curwyn,

I’m very happy to hear this good news. I’ll be waiting for your confirmation patiently.

Best regards,

Petronela

Hey Curwyn,

We're getting there buddy. I need those wire details like I said or we can't pay you, check your email and get back to me!

-Nick

Hi Nick

I've replied to your email. will forward the details. thanks.

Dear Curwyn,

Please, is there any news? Did you receive the money? I’m extending the timer by 14 days, so you have enough time to update this complaint.  I’ll be waiting for your reply in anticipation.

Best regards,

Petronela

Good Day Petronela

I have not received the money yet, I have however received an email notifying me that the payment is done and will take a couple days to reflect is it is done from an international account. I will confirm once I have received the money. thank you for your amazing assistance.

regards

Curwyn

Great news Curwyn, I’m looking forward to even better news when you will confirm, that you received all your money. Surely, it will happen in the near future.

Dear Curwyn,

I’m extending the timer by another 2 weeks, so you have enough time to update this complaint.  I’ll be waiting for your reply patiently.

Good Morning Petronela

Finally I have received my money, it was a long horrible journey with so many unprofessional experiences its not even funny, honestly its only till you got involved did I start feeling some kind of respect and courtesy. I think their way of doing things need to change if they expect people to play on their site with trust and comfort. The customer service was horrific with no answers or care. I don't think I will be interested in depositing money to play on the site any longer as they have broken my trust and I was treated like a nothing. The joy of winning something was completely taken away from me that's for sure. I would like to thank you for your professionalism and every way that you handled this, without you I would probably still be trying to get my money so big ups to you. What amazing assistance. Thank you.

regards

Curwyn

Dear Curwyn,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much for your kind words 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. 

Wishing you all the best in 2020! May your year be filled with happiness, health, wealth and luck :)