DragonSlots Casino - Player’s winnings have been confiscated.

I registered only one account at DragonSlots Casino and deposited money using Apple Pay. I did not use any bonus and played only with my own deposited funds.

The casino requested identity verification (KYC). I submitted all requested documents and my account was successfully verified.

After playing I won approximately 890000 HUF and requested a withdrawal.

After my withdrawal request the casino cancelled the withdrawal, confiscated my winnings and suspended my account claiming that I had a duplicate account.

This accusation is completely false. I only created and used one account and nobody else in my household has an account with this casino.

The casino has not provided any evidence of a duplicate account.

It is very concerning that the casino verified my account first and only raised this accusation after I won a significant amount of money.

I am requesting the casino to provide clear proof of the alleged duplicate account or pay my legitimate winnings of approximately 890000 HUF.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DragonSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When exactly did you register your account in the casino?
• Have you used a payment method in your name when depositing in the casino?
• Which documents did you provide during the verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your message.

1. No, nobody in my household has created or used an account at DragonSlots Casino. I am the only person who used this casino and internet connection.

2. I registered my account around 09.03.2025

3. Yes, I used my own payment method in my name when depositing (Apple Pay / my own bank card).

4. During verification I provided my ID document and the requested payment verification. After that the casino confirmed that my account was fully verified.

After verification I played and won around 890000 HUF. My withdrawal was initially accepted, but later the casino cancelled it and accused me of having a duplicate account without providing any proof.

Kind regards,

Imre *****

Dear Imike,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Imike,

My name is Martina, and I will be assisting you with the resolution of your complaint from now on. I’m sorry to hear about the situation you are facing, and I will do my best to help resolve the matter as soon as possible.

At this point, I would like to invite a representative of DragonSlots Casino to join this conversation and participate in resolving this complaint.

Dear DragonSlots Casino Representative,

Could you please provide more information regarding this case and clarify the reason why the player’s account has been suspended?

Thank you very much in advance for your cooperation.

Dear all,

We would like to inform you that we have sent all relevant evidence related to this complaint to Martina's email for review.

Please kindly check the attached materials and let us know if any additional information or clarification is required from our side.

Best regards,

Dragonslots Casino

Dear DragonSlots Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear all,

We would like to provide an update regarding this complaint.

Following an additional review, the disputed amount of 838,500 HUF has been returned to the player, and full access to the player’s main account has been restored.

The duplicate account identified during the investigation has been permanently closed in accordance with our Terms and Conditions.

At this point, we consider the matter resolved from our side.

Please let us know if any further clarification is required.

Best regards,

Dragonslots Casino

Dear DragonSlots Casino,

thank you very much for the update! I truly appreciate it!

Dear Imike,

Can you please confirm, that you have received the money? Thank you very much in advance

Hello,

I confirm that I have received the disputed amount in full.

Thank you very much for your help and support in resolving this issue.

Kind regards,

Imre B

Dear Imike,

Wonderful! I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.