Damslots Casino - Player is experiencing difficulties verifying her account.

I have won £451 on this website so my account balance is £451. However after sending them over 14 documents my account is still not verified so i can’t withdraw my money. I got a reply saying they only accept full driving licenses and full passports to verify accounts i have neither however i have sent them my full provisional license and apparently this is not enough??? Every other gambling website i have signed up to accepts it so i can’t understand what the issue is how can i get my money please help me????

Dear lewisere,

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.

Do I understand correctly that verification of your provisional license is the last step in verifying your account? Did you receive specific feedback on the provisional license you submitted? What did the casino say?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

The casino said they only accept full driving licenses and passports as valid ID. I have neither which is why i used my provisional this does not help me as it means i can’t withdraw my money i won which i badly need. They had no issues taking my money for the deposit but when it comes to withdrawing money iv won they will find any reason not to pay me. Their site seems like a scam

lewisere,

Were your winnings accumulated with or without an active bonus, please? If there’s any relevant communication, please forward it to my email at tomas@casino.guru

Dear lewisere,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Without a active bonus i deposited £25 casj

Cash

Thank you very much, lewisere, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi lewisere,

I've just reviewed your case and fully understand your concerns about the lengthy verification process. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

I'd like to invite Damslots Casino to join this conversation and participate in resolving this case. Dear Damslots Casino, can you please provide us with more information regarding the case? Are there any specific reasons for not accepting the documents provided by the player?

I'm looking forward to hearing from you.

Best regards,

Natalia

Hi natalia,

your more than welcome to invite damslots to the conversation, they never gave me a reason for not accepting my documents i get the impression they just didn’t want to pay me i looked online at their reviews and a lot of people had the same problem and said the same thing as me they don’t like paying out.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks natalia doubt their gonna reply but its worth a shot

Hi lewisere, unfortunately, there's been no response from the casino and I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia