DragonSlots Casino - Player’s account handling and responsible gambling safeguards are challenged.

I am submitting a responsible-gambling and account-handling complaint regarding Dragonslots Casino.

This complaint is not about normal gambling losses alone. It concerns the operator’s handling of safeguards, withdrawals, and account control during a period where I was actively attempting to reduce access to gambling and withdraw funds.

Background and Cooling-Off Request

On 31 January I requested and activated a 30-day cooling-off period after a significant win because I wanted to withdraw funds safely and avoid further gambling.

During this time I specifically asked support whether my account could remain paused while withdrawals were processed, as I did not want access to the games while waiting for payouts.

Their own terms indicate that manual withdrawals or account limitations can be arranged, yet this request was not actioned.

Early Removal of Cooling-Off

On 12 February the cooling-off period was removed early following communication with a VIP manager.

This occurred:

overnight,

without meaningful welfare questioning,

and despite previous messages showing I wanted reduced access while withdrawing.

Immediately after removal, a prolonged gambling session occurred and significant deposits were made. No additional responsible-gambling checks, session monitoring, or friction were introduced after reactivation.

Withdrawal Handling and Access to Play

Prior to this event I had multiple withdrawals pending, including approximately AUD 25,000, with a balance around AUD 38,000 at the time cooling-off was lifted.

Withdrawals were kept in a cancellable state for several days while the account remained fully playable.

Historically, delays in verification and withdrawals had already led to cancelled withdrawals, which is why I requested cooling-off in the first place.

Allowing unrestricted gameplay while withdrawals were pending — especially after a cooling-off request — created a situation where safeguards did not function as intended.

Pattern of Difficulty Closing the Account

Across my history with this operator I have requested account closure or restriction multiple times and expressed that the process felt difficult or required ongoing interaction with a VIP manager rather than immediate closure.

Even after submitting my formal complaint recently, my account remained accessible for over 72 hours before being closed.

Operator Response

The operator’s response states that the cooling-off restriction was lifted at my request and that all responsibility lies with me.

While I acknowledge my decisions, my concern is that the operator did not apply responsible-gambling principles proportionately:

Early removal of a harm-reduction measure during an evident vulnerable period.

Continued access to gambling while withdrawals were pending.

Lack of welfare checks during a prolonged session.

Failure to honour my request to limit access while withdrawing.

Requested Resolution

I am requesting a fair review of the losses incurred immediately after the cooling-off removal, totalling approximately AUD 58,000, as I believe the responsible-gambling framework was not applied effectively in practice.

I have evidence including:

emails requesting cooling-off and account pause,

VIP communication,

withdrawal timelines,

and account-closure requests.

I am submitting this complaint in good faith seeking an objective assessment of whether the operator met reasonable responsible-gambling standards.

Throughout my history with this operator, whenever I achieved significant wins there were repeated delays connected to KYC checks, payment verification, or additional documentation requests. I understand that verification is a legitimate process; however, these requests often occurred after withdrawals were submitted and resulted in extended periods where funds remained pending while my account stayed fully accessible for play. This created a situation where withdrawals were effectively slowed while gambling access continued uninterrupted.

During these repeated interactions — including prolonged withdrawal periods, multiple document submissions, and communication with VIP support — there was never any meaningful welfare check or discussion around my comfort with continued gambling despite visible patterns of large deposits, long sessions, or requests to reduce access. Given the operator’s own statements about responsible gambling and customer protection, I believe a reasonable level of monitoring or safeguarding should have been applied during these periods, particularly when I had already expressed difficulty managing access and requested cooling-off measures.

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Dear Henners,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced.

To better understand and address your concerns regarding your situation with Dragonslots Casino, could you please clarify the following points:

• Could you please confirm whether you manually requested the early termination of the cooling-off period yourself?
• Did you receive any other communications or confirmations regarding the activation of your cooling-off period?
• Could you provide details about the correspondence with the VIP manager on 12 February that led to the early removal of the cooling-off period?

I hope we will be able to assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you again for taking the time to review my case. I want to explain the situation as honestly and clearly as possible. I fully acknowledge that I chose to continue playing, and I take responsibility for my decisions. However, my concern is that during a period where my behaviour clearly showed distress and vulnerability, the operator’s actions did not reflect responsible gambling principles that are intended to protect players in exactly these circumstances.

1) Early termination of the cooling-off period 

The idea that the cooling-off period could be removed was not something I calmly initiated. I was told that it could be ended whenever I wanted. At the time my messages were highly emotional, volatile and at times crossed into abusive language, which in hindsight shows that I was not in a stable state.

The removal of the cooling-off occurred at approximately 2:30 am on 12 February during an already prolonged gaming session. This ultimately extended what became a continuous 24-hour period of play. In my view, this was a moment where stronger safeguarding should have been applied rather than restrictions being lifted.

2) Communication and safeguarding 

I did not receive any meaningful explanation of the risks or consequences of ending the cooling-off early. Instead of reinforcing the safeguard, the communication allowed continued gambling despite clear emotional volatility in my messages.

3) Requests to withdraw, close the account, and responsible gambling concerns 

Importantly, I had already attempted to close my account even before the period where I later won. This shows that my intention to step away from the platform existed prior to any financial outcome.

During my correspondence with the VIP manager on 12 February, I repeatedly stated that I wanted to withdraw and close my account. I had reviewed the Terms and Conditions and quoted their process for account closure and manual transaction handling, making it clear I was willing to follow their procedure to exit the platform.

I also expressed that I felt I was gambling too much and wanted to stop. Despite this, there was no escalation to responsible gambling support, no concern raised, and no attempt to restrict activity. I attempted to close the account on multiple occasions but was not allowed to do so while withdrawals were pending, which kept the account active during a vulnerable period.

Withdrawals were repeatedly delayed with additional requirements, which prolonged my access to the platform at a time when I was trying to leave.

4) Pattern of withdrawal and verification delays 

This was not an isolated issue. On previous occasions, the operator claimed bonus breaches that I believe were incorrect, required repeated card and ID verification, and delayed withdrawals for more than seven days despite advertising processing times of 1–3 days and the withdrawals being within weekly limits.

I accept that I chose to play, but the repeated delays and continued engagement from the operator during a time when my behaviour clearly showed distress contributed to a situation that responsible gambling measures are meant to prevent.

My intention is not to avoid accountability, but to ask whether the operator fulfilled their duty of care when faced with clear signals that stronger safeguards were needed.

Thank you again for your time and consideration.

Kind regards, 

Luke

Hi Petra,

I just wanted to check in and see if you need anything further from me while the case is under review.

To clarify my position, my main concern is not the individual wagers themselves but how protective measures were handled. I had entered a cooling-off period to step back while withdrawals were being processed, and I had also asked about restricting access so I wouldn’t need to log in during that time.

The cooling-off was then removed during overnight communication with the VIP manager, and no welfare-focused checks or additional safeguards were introduced despite the wider context and my previous attempts to close or restrict the account.

I fully understand personal responsibility plays a role, but my concern is that the available protective options were not applied in practice when I was clearly trying to reduce engagement.

Happy to provide any further screenshots or timeline details if it assists your review — just let me know.

Thanks again

Dear Henners,

Thank you for your reply and for providing the previous details.

Please understand that it is ultimately the player's responsibility to deactivate a cooling-off period and continue playing at the casino. However, I do acknowledge that the casino could have implemented safer measures in this regard.

• Could you please specify the duration of the gambling session that took place immediately after the cooling-off period was lifted?
• Additionally, what other evidence do you have regarding your communication with the support team about your concerns related to responsible gambling practices? Please provide any additional communication you have had with the casino, such as screenshots, emails, or chat transcripts. You may send the documents to petra.h@casino.guru or upload the screenshots directly to the thread.

Thank you again for your cooperation. I look forward to your response.

Hi Petra,

Thank you again for your response. I have now sent a detailed email with the requested screenshots, emails, and supporting evidence.

To summarise here:

The gambling session that followed the cooling-off removal lasted approximately 28 hours, beginning around 02:00 and continuing until roughly 06:00 the following day.

I am based in Australia, meaning this activity occurred during the early morning hours locally. The prolonged overnight play immediately after a cooling-off period was lifted was highly out of character for me and, in my view, should have raised safer-gambling concerns.

In my original communication with the casino, I clearly requested that my account be restricted or closed while withdrawals were processed, even offering to pay a manual withdrawal fee. The cooling-off period was presented instead, yet I was informed from the outset that it could be removed at any time, which undermined its protective purpose.

Despite prolonged play, repeated withdrawal issues, and earlier requests to close the account, no additional welfare check or responsible-gambling intervention was carried out.

Additionally, after I requested permanent closure, it took over 72 hours before the account was actually closed, during which time I was still able to access it.

Please let me know if any further information would help — I’m happy to cooperate fully.

Kind regards,

Luke

Dear Henners,

Based on the information gathered and your own statement confirming that you voluntarily requested a shorter cooling-off period, without any clear evidence of gambling-related issues at the time, we unfortunately do not have sufficient grounds to uphold your complaint.

As no evidence indicates that a gambling problem was reported or identified, we are unable to substantiate the claim. Therefore, we must regrettably reject your complaint.

We are sorry that we cannot assist you further on this matter at present. However, we hope you will not hesitate to contact us again in the future should you experience any other issues.

Best regards,

Petra