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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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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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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

Is the deadline about to expire?

Esta por terminar el plazo que procede?

Dear Johanes43,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received any emails or information about it.

No eh recibido ningún correo o información al respecto

I’m sorry to hear you're having this issue. Please allow me to ask a few questions to better understand the situation.

• What country did you enter in your account profile? Please show a screenshot of your profile page.
• Could you please clarify whether you used a VPN when activating or playing the bonus?
• If possible, could you please share your bonus history in Slots Garden Casino?
• Have you completed all bonus requirements?
• After completing the wagering requirements, did the winnings appear as "withdrawable" or "real money"?

Thank you in advance for your reply.

I'm in Mexico.

I didn't log in to any VPN.

I met the wagering requirements

The balance appears as withdrawable.

Estoy en México.

No ingresé ni guna vpn

Cumpli con los requisitos de apuesta

El saldo aparece como retirable

Thank you very much for your reply, Johanes43.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Also, please forward the email of the free chip bonus.

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.