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I am filing a complaint against SlotsGarden regarding the removal of my winnings without a clear or justified explanation.

On April 24, I deposited approximately $112 in Bitcoin and used the TITANS280 bonus. I completed the required playthrough (wagering requirements) before moving on to play blackjack.

After completing the playthrough, my balance reached approximately $1,474. I then attempted to withdraw my funds. My withdrawal was denied, and shortly after, my entire balance of $1,474 was removed from my account.

When I contacted support, I was given a vague explanation stating that "terms and conditions still apply after playthrough," including game restrictions and maximum cashout limits. However, I was not provided with:

- The exact wagering requirement I was required to complete

- Proof of how much wagering I completed

- The specific rule I violated

- The maximum withdrawal limit applicable to my bonus

If I completed the wagering requirements as required, then my balance should be eligible for withdrawal (minus any non-cashable bonus amount). If there is a maximum withdrawal limit, I should at least be allowed to withdraw that amount.

At minimum, I am requesting:

1) A full breakdown of my wagering activity and any alleged violation 

2) The maximum withdrawal amount permitted under the bonus terms 

I believe this situation lacks transparency and may involve unclear or misleading bonus terms. I am requesting a fair resolution.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotsgarden.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you?
• Based on the screenshot you provided, the bonus was redeemed twice. Is that accurate?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I sent you an email with additional information and details on this matter.

Hello Tomas,

Thank you for your continued assistance with my complaint.

I am providing a clear summary of the situation along with organized supporting evidence.

Timeline of Events

1. I made a deposit and activated the TITANS280 bonus 

2. I completed the playthrough requirements 

3. My account displayed a balance of approximately $1,474 as withdrawable 

4. The system allowed me to submit a withdrawal request 

5. The withdrawal request was approved by a manager 

6. Only AFTER this, the withdrawal was denied and my balance was removed 

Key Concern

While the casino is referencing bonus terms regarding restricted games, my complaint is specifically about how their system handled the situation.

At no point during gameplay or withdrawal:

- Was I restricted from accessing blackjack 

- Was I given any warning that I was violating bonus terms 

- Was I prevented from submitting a withdrawal request 

Additionally:

- My balance was clearly displayed as withdrawable 

- My withdrawal request was accepted and initially approved 

Only after this process was completed did the casino reverse the withdrawal and remove the funds.

 Why This Is Misleading

If the bonus terms were strictly enforced, the system should have:

- Blocked access to restricted games, OR 

- Prevented the withdrawal request entirely 

Allowing gameplay, displaying funds as withdrawable, and approving a withdrawal before reversing it creates a misleading user experience.

 Requested Resolution

Given these circumstances, I am requesting a fair resolution, ideally:

- A partial payout based on the balance that was displayed as withdrawable.

-Full payout

Please let me know if you need anything further from me.

Thank you again for your time and assistance.

Best regards, 

Anthony

Dear Antneydlc,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you for the update. Given the time-sensitive nature of my withdrawal, can you confirm the expected timeline for the resolver’s outreach and resolution? I’d appreciate this being handled as urgently as possible.

Hello Antneydlc,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Slots Garden Casino to join the conversation.

Dear Slots Garden Casino,

I understand the bonus the player utilized was meant to be played on Slots and Keno games only; however, could you please clarify why the bonus rule regarding the allowed or restricted games is still considered applicable even after the bonus wagering requirements have been completed and their balance was displayed as withdrawable?

As the player mentioned, there was no notification or communication provided to them that playing blackjack could be considered a violation of the rules.

Should there be any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Greetings all,

I had the chance to review the situation, and it appears the requested withdrawal was indeed declined due to playing non-allowed games (blackjack) on a "no playthrough/no max cashout" slots and keno only deposit bonus.

The absolute best deposit bonuses we have are built with no playthrough and no maximum cashout at the highest matching percentage statistically viable while still maintaining some level of profitability. The only way we can do this is by only allowing slots and keno (and not allowing comparably "low risk" games such as blackjack and roulette).

These bonuses carry the minimum playthrough requirement of 1x (to prevent money laundering) allowing virtually every single redemption to meet the playthrough requirement (that plus the high match percentage is what makes them so desirable!). Unfortunately we are not capable of mechanically enforcing restricted games within our gaming platform, once the "playthrough" is met (in this case none) the system automatically unlocks the funds as "cash". This is the only way to facilitate withdrawal.

It boils down to having to enforce the rules on these otherwise impossible offers through the terms and conditions of the casino (and the bonus rules) as the only option.

In this particular case Antneydlc I can see that this isn't the first time you have come up against this particular rule. You are a (quite active, even currently) VIP level player who has been with us for some time now and cashed out for thousands of dollars over the years. For a "new" player I may be able to accept that they had not had the time to familiarize themselves with the terms and conditions of the casino (these rules are permanent and apply to all deposit coupons unless otherwise noted, as seen in the attached screenshot) but this stuff should be "old hat" to you by now.

I have requested that the approvals department review the situation fully and I will let everyone know if there has been an error of some kind, but barring that scenario I'm not certain what I will be able to do to assist here.

Best wishes,

Nick and Slots Garden

Hi Nick,

I understand the casino’s explanation regarding the bonus terms. However, I respectfully maintain that it is misleading for a balance to convert to withdrawable cash and remain fully playable without any warning, restriction, or notification that winnings could still later be voided. I appreciate the additional review by the approvals department and hope a fair discretionary resolution can still be considered.

I appreciate the additional review by the approvals department.

I also respectfully ask that my long-standing history with the casino be taken into consideration. As mentioned, I have been a VIP player for quite some time, including after reactivating my account, and over the years I have deposited significantly more than I have withdrawn.

I understand the casino’s position regarding the bonus terms, however I genuinely was not attempting to abuse the system or exploit the promotion. The balance converted to cash automatically and remained fully playable without any warning or restriction, which contributed to my understanding that the funds were available for normal gameplay.

Given my history and continued loyalty to the casino, I hope some type of discretionary or goodwill resolution can still be considered.

Thank you all for your responses.

Dear Antneydlc,

I can agree with several of the points you have raised. At Casino Guru, we strongly believe that bonus-related restrictions should ideally be enforced directly at the software level or, at a minimum, communicated to players in a very clear and transparent manner.

That said, I must also take into account the newly presented information and supporting evidence. From a user experience perspective, the actions taken by the casino team may not appear entirely fair at first glance. However, as you can understand, the broader context of the case significantly influences the overall assessment.

As you yourself confirmed, you have been a long-term customer of the casino and have most likely claimed multiple bonuses there in the past. This means you had several opportunities to review and become familiar with the casino’s bonus terms and conditions. Furthermore, by registering and continuing to use the casino’s services, including claiming bonuses, you agree to abide by those terms.

It is also important to note that this was not the first occurrence of a similar issue on the account. Given your prior experience with the casino and your awareness of the relevant bonus rules, it becomes more difficult to entirely disregard the breach in question.

I do understand that mistakes can happen, particularly in fast-paced gaming environments. However, agreed terms and conditions remain binding, and non-compliance — regardless of intent — can, and often does, result in consequences. Misunderstanding, overlooking, or disregarding rules that were accepted does not generally constitute sufficient justification for a breach.

At the same time, I do not necessarily believe there was malicious intent involved. Nevertheless, testing or approaching the boundaries of bonus rules can, and very often, unfortunately, lead to complications, even when no deliberate abuse is intended.

That being said, I believe the most constructive way forward would be to explore the possibility of a reasonable compromise acceptable to both parties. I have already shared my perspective, along with several constructive suggestions, with the casino team regarding how this situation might potentially be resolved in a fair and mutually satisfactory manner.

I remain hopeful that a balanced and reasonable outcome can be achieved.

Dear Nick / Slots Garden Team,

Thank you for your message and for providing the supporting evidence. I have reviewed the information and responded with my perspective on the matter, together with several constructive suggestions regarding how this case might potentially be addressed in a fair and mutually acceptable way.

Greetings all,

This is being discussed with all of the factors involved, however this "compromise" is complicated a bit as the original deposit (that began all of this) was already accepted back, as cash, with a no playthrough no maximum cashout matching bonus on top and then played as cash back into the casino. It seems it wasn't until after that cash deposit was accepted and played and then a bonus of the size and shape that was to your liking Antneydlc was denied that this complaint was initiated.

It just smells a bit like sour grapes on our end. Additionally, accepting and playing that initial deposit contractually represents acceptance of the ruling. Had you won on that with NO LIMIT (or perhaps just been given a bigger bonus after) theoretically this complaint would never exist. I'm sure you see the quandary here.

Best wishes,

Nick and Slots Garden

To clarify, I did not knowingly or intentionally "accept" the ruling being referenced. My withdrawal was denied and the funds were simply placed back into my account before I fully understood the reason for the denial. I only learned the specific explanation after reaching out to support for clarification.

At no point was I informed that continuing to use the account balance would constitute acceptance of the decision or waiver of my right to dispute the matter. I respectfully maintain that there was no malicious intent on my part, and I appreciate the continued efforts toward a fair and reasonable resolution.

Noted Antneydlc,

Working on it, fair and reasonable is definitely the intended direction here.

Best,

Nick and Slots Garden

Thank you for the positive update, Nick / Slots Garden Casino.

Dear Antneydlc,

Since you have now received the agreed-upon amount, I believe we can consider this matter to have been successfully resolved. Kindly let me know if I can proceed with closing this case, or if you require assistance with anything else.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Antneydlc,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal