I redeemed Jackpothunter coupon for R100. I played the required playthrough amount as per terms and conditions of the coupon. I won R4255 and requested the withdrawal on the 30.05.2020. I also know that the R200 bonus I received are not withdrawable and will be removed from winnings, that is why I only dispute the R4055.

I received an email stating I should read the Terms And Conditions on withdrawals, so I did and according to their T&C approval takes 7 to 10 business days and payout another 10 business days. So in total it should take 4 weeks to receive your winnings. I received another email for verification, did the requested verification and emailed all the required documentation on which they replied that my account was successfully verified.

Today is the 10.07.2020, when I log into my account, my withdrawal still shows pending!! Really, today is business day 30 for me and absolutely nothing has been done on my withdrawal. I want them to payout my winnings. They don't have a contact number to phone and the Live Chat that is available is doesn't help at all. They all give you the same story every single time. They will escalate it to the relevant department and then I must check back within 5 business days and so they go on and on. Same thing everytime. Please can you help me with this Casino Guru?

Dear Liza,

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. Could you please forward the confirmation about your account verification? Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino? My email address is [email protected].

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela

I've emailed you the requested info. Please let me know should you require anything else.

Regards

Liza

Thank you very much Liza for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli 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

Good day Casino Guru. Are there any progress on my case?

Hello Liza,

I looked at your complaint and will do my best to help you. I would like to invite Slots Garden Casino into this conversation. Can you please specify why the player is experiencing a problem with her withdrawal? Thank you in advance for your reply.

Greetings Petronela, Liza, Juli,

Apologies for the inconvenience, I have had your request approved for withdrawal and should have it out to our 3rd party for payment shortly. Once they have received payment delivery time is generally between 3-10 business days in my experience.

Thanks so much for your patience and understanding.

Best wishes,

Nick and Slots Garden

Hello Liza,

Please, can you confirm that you received your winnings? Thank you in advance.

Hello Liza,

Is there any news regarding your complaint?

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.