DragonSlots Casino - Player's withdrawal request is delayed.

Im having a problem with the withdrawal of my win. I have sent dragonslots multiple mails, but i always get the same answer. They want me to send a picture of my card details, but i only have a digital card. In the mails i have sent them i have asked if there is any other way we can do this, but still the same answers. I have read their terms and policies, and i came over a possible loophole. They want you to cash out the same way you deposited. I already have an account on revolut so i deposited 150kr. If their terms are correct, this should work. But i have still not gotten an answer. i have also contacted the bank to see if they could give me a document that confirms that its my card, but they dont give out copies

best regards

Henrik

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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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your payment method seems to be the only issue?
• Have you provided any other documents to verify your account, and have they all been approved?

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,

Kristina

Hello Kristina,

Thank you very much for your reply and for your support regarding my complaint. I can confirm that verifying my payment method is the only remaining issue.

I have already provided documents to verify my account, including ID and proof of address, which have been approved. I understand that KYC is an important process, and I fully respect the casino’s need to confirm that funds are sent to the rightful owner.

As you already know, I do not have a physical card, only a digital card. They have said to me that a document that proves its my card is acceptable. However, the only way I can provide the required verification is by obtaining a document from my bank confirming that this card belongs to me. I plan to contact my bank again to try to get this document as soon as possible.

In the meantime, if there is any alternative method that could satisfy the casino’s requirements for verifying my payment method, I would be happy to follow that.

Thank you very much for your understanding, guidance, and continued support. I sincerely appreciate your help in resolving this matter and look forward to your advice on the best way to proceed.

Best regards,

Henrik G***

Hello Kristina,

I just wanted to provide an update regarding my case.

I have contacted my bank again, but they still refuse to issue any document confirming that the card belongs to me. I have thoroughly checked what type of documentation I’m able to obtain, but there is nothing available that specifically verifies the card itself.

However, I was able to find documentation showing my account number. My main/current account is directly linked to the card I used for the deposit. I hope this can be accepted as supporting evidence to move the process forward.

I have also tried contacting the casino again, but it seems like they are simply copying and pasting their replies. They are not answering any of my questions, nor are they providing any alternative solutions.

Hope to hear from you soon.

Kind regards,

Henrik

Thank you for your reply and update, ggggrein. Do I understand correctly that you have already sent the casino the alternative document you mentioned in your last message?

Yes, I have already submitted the alternative document to the casino, and it has been approved.

I am happy to hear that. Was this the last document that needed to be approved? Has the casino provided any further instructions or requested any other documents?

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

Dear ggggrein,

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,

Kristina