The player from Bavaria faced difficulties withdrawing €560 after five days of trying, as the casino continually rejected KYC documents and provided inconsistent information about his account status. Despite attempts to withdraw through various methods, the payouts were not processed, leading him to believe he was being misled. The issue was resolved when the player received the transaction in his bank account after the withdrawal request was approved. Although he experienced some lack of transparency during the process, he expressed satisfaction with the final outcome and appreciated the assistance from the Complaints Team.
DragonSlots Casino - Player's withdrawal is delayed and funds are at risk.
Resolved
Our verdict
Case closed
Amount: €560
DragonSlots Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
I have been fighting with the casino for my payout for 5 days now (July 17, 2025).
It's about €560 in real money. KYC documents uploaded are even double what other providers charge.
First, you're told your account is verified. If you then make a withdrawal, your documents are subsequently rejected and you'll be asked for new ones.
Withdrawals to the deposit method are not processed. First, they say they're approved, and then the money is back in the player's account, and they say the bank declined it, which, in my opinion, is completely untrue.
You're then asked to withdraw via bank transfer. This doesn't work either. I had to upload additional documents confirming the deposit from my account.
So they're stringing me along and apparently aren't in a position to pay me my money.
Automatic translation:
Public
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
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6 months ago
Translation
Your withdrawal request has been approved 20:03
"Hello Alexander ****!
We are pleased to inform you that your withdrawal request has been approved by us. Once the payment provider has processed the transaction, you will receive the funds in your payment account.
I've had this message several times in the last few days and the next day the money was back in my player account.
So there is still excitement 🙂
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Translation
I received the transaction in my bank account, so my complaint is resolved. Aside from the lack of transparency and the hesitancy, I can't say anything bad about this casino. In principle, everything else was handled fairly fairly, but for a short time, I was a bit worried, and it seemed strange to me.
Regardless, everything's fine. Thanks for your help; I think Casino-Guru is a great initiative and source of information.
Automatic translation:
Public
Public
6 months ago
Hello,
We're glad to hear that your issue has been resolved. We'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.
Best regards,
Katarina
Casino.Guru
