Slots Garden Casino - Player’s winnings haven’t been received yet.

I was emailed about 25 free spins on a new game; which I am offered by Slots Garden whenever they launch a new game. I have never won on these free spins until today. I played through the wagering requirements and got to the verification section which I am waiting on for them to process my ID. It says my withdrawable amount is $158.13 right in the wallet section currently. When i chatted customer support with a quick question; their rep tried to tell me I do not qualify as I’ve played multiple free spins. I’ve read about this type of term and it is unlawful. They willingly emailed me those new game free spins and authorized me to use them. They should have rejected the bonus if winnings from it were unpayable. I didn’t ask for the bonus; it was offered to me via email and granted. Any winnings should be withdrawable.

Dear alilextrahuman,

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

Dear alilextrahuman,

Have you received your withdrawal from the casino yet?

No I have not

I have tried submitting my verification documents dozens of times. It keeps being approved but when I try to move forward to the cash out step; it keeps prompting me to begin verification again and again. Here is a screen shot of my unanswered email to slots garden alerting them to the problem.

Thank you for your reply, alilextrahuman. First of all, I would like to emphasize that if you played with multiple free bonuses without a raw deposit in between, we believe that the casino confiscated your winnings in compliance with their bonus T&Cs. Please, see here:

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Furthermore, do I understand correctly that despite this, you still wish to pass the verification?

Dear alilextrahuman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.