DragonSlots Casino - Player claims that payment has been delayed.

I just wrote a full description of what happened and it took me ages and I lost it now I have to do it again.

I will have to summarise what I previously wrote I am just too stressed and overwhelmed. I can add more later. I joined Dragonslots by the recommendation of Smart Pokies on Facebook I thought they were like you guys that keeps us safe from fraudulent casinos. I deposited $20 made $500 played and lost a bit then decided to withdraw $170. I asked if I’d required they said no. After waiting a while I was asked for id I uploaded my licence , utility bill and the receipt of the $20 which I paid via Payid. That was rejected I had about 10 rejections up until today. They then wanted proof of the payment of the $20 account numbers etc. the Payid receipt had all the details needed except my name. So I was rejected they wanted proof the withdrawal amount what account date time and my name on it. So I sent them my statement which had all of that detail and more. That was rejected also. Not relevant they said. Help desk emailed me and sai if I go on my banks website using a computer or laptop you can get the transaction with your name on it. I don’t have either of those devices only a phone. So I got my daughter to help me and the transaction was there but not with my name. So I sent that plus Payid receipt plus I sent my statement again. I said my statement has all the information you are requesting so why are you rejecting it. Till today I have been constantly rejected. I have never been asked for all that detail before by any other casinos. I hope they are not a scam because they have my personal details and all

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Dear margs,

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

The issue here is not how long it may take it is how much more information can I give them. I have given them all the information they need why are they rejecting it. It will never get processed because they want something that I don’t even understand. They have all my personal statements which has proof of the transaction that I paid the $20 via Payid and my account numbers and the date and the time and my name and address and the name of the recipient. What more can I give them. Plus I sent my id with photo and my utility bills. That is what I’m concerned about. I don’t get what more do they want.

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

Dear margs,

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,

Attila