The player from Mexico had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. The Complaints Team had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint. The team had also asked for relevant communication between the player and the casino for further investigation. However, the player failed to respond to the team's messages and questions, which led to the rejection of the complaint.
Slots Garden Casino - Player claims that payment has been delayed.
Amount: Mex$2,300
Slots Garden Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
Hello, I am seeking assistance regarding an issue I encountered a few weeks ago. I was playing at the specified casino when I was given a no-deposit bonus. After fulfilling the conditions, I attempted to make a withdrawal. However, the casino requested two-step verification documentation. The documents consisting of my ID and photograph were validated instantly, but the other step demanded a deposit of $10 USD converted into BTC. I obliged and transferred the requested amount, but till now my deposit has not been verified. It also does not appear in my account balance. I was told the process would take up to 72 hours, but it's been over two weeks already.
Automatic translation:
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5 months ago
Dear andresag0411,
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
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5 months ago
Thank you for your reply, andresag0411. Do I understand correctly that the verification of your deposit has not been completed and the deposit has not been credited to your casino account?
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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5 months ago
Dear andresag0411,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hello, I already sent the screenshots to the email provided.
Automatic translation:
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5 months ago
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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