Slots Garden Casino - El reintegro del jugador se ha retrasado.

Hello. I am filing this complaint against Slots Garden Casino due to their refusal to pay out $100 USD, which is the maximum withdrawal limit for a 'Free Chip' bonus. The casino is rejecting the payment, arguing that the promotion does not apply to Mexico, even though the system allowed me to activate the bonus, play, and meet the wagering requirements without any geographical restrictions on the interface. Furthermore, the casino has not enabled the option to verify my identity (KYC) on the platform, preventing me from completing the standard withdrawal process. More than 48 hours ago, I sent a formal email to technical support requesting a solution and access to the verification process, but I have not received any response. I request Casino Guru's intervention to ensure the casino acts transparently, allows me to verify my account, and releases my legitimate $100 USD.

Hola. Abro esta queja contra Slots Garden Casino debido a la negativa de pago de $100 USD, que corresponden al límite máximo de retiro de un bono de 'Free Chip'. El casino rechaza el pago argumentando que la promoción no aplica para México, a pesar de que el sistema me permitió activar el bono, jugar y cumplir con los requisitos de apuesta sin restricciones geográficas en la interfaz.Además, el casino no ha habilitado la opción para verificar mi identidad (KYC) en la plataforma, impidiéndome completar el proceso estándar de retiro. Hace más de 48 horas envié un correo formal al soporte técnico solicitando una solución y acceso a la verificación, pero no he recibido respuesta alguna. Solicito la mediación de Casino Guru para que el casino actúe con transparencia, me permita verificar mi cuenta y libere mis $100 USD legítimos.

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Dear Johanes43,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center