Damslots Casino - Player's struggling to complete account verification.

Hi,

I recently joined Damslots without a bonus and deposited £50 and won £2500 which I was in shock and was so happy.. then I was met with the verification I can only verify my identity using a Valid Passport or a Official driving licence. When I only have a provesional license and a out of date passport. I have played with many casinos and have never had any problems verifying till now. I don't have anything problems towards the games and the support I'm just hurt because now I have too wait 10 weeks for a new passport to even have access to the money I won. The terms and conditions say a passport however says nothing regarding a valid one. I need help 😞

Dear nathanstevensjames,

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

I checked the terms and conditions of the casino and found this:

"VERIFICATION OF YOUR IDENTITY (KYC)/ MONEY LAUNDERING

Account must be activated through the Welcome email and KYC verified by uploading the following documents:

Coloured Photocopy/Picture of your ID card, Passport or Driver's License. We need to see your full name, D.O.B and Expiry Date; Real-time photo ( "selfie" ) while holding the front and back sides of the document you chose, under your chin; Coloured Photocopy/Picture/Screenshot of a recent Utility bill / Bank statement (no older than 3 months) showing the issue date, your name, address and the company logo; To upload the documents, please log into your Account and go to My Account > Profile Details > ID Documents. Under "Upload new Documents" you can choose the file with the necessary documentation to upload. Alternatively you can send an email to our Customer Support."

Unfortunately, under no circumstances can we argue to the casino an expired passport should be accepted as a valid document for verification, thanks for your understanding.

Could you please advise if you attempted to submit all of these documents for verification? With what result?

Did casino support offer any specific recommendations for you in order to complete the KYC verification?

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

Best regards,

Tomas

No, Of course. I have attempted to submit all documents including a provisional license and a expired passport however they were not able to take these, I will have to pay £84 to renew my passport and wait 8 weeks for these funds can you hold this complaint till then and help me withdraw this money? They advised me I haven't broken any terms and conditions in a email so my balance is untouched till withdraw

Kindest regards

Nathan

I understand your point,

however for now I will close the complaint, and if you'll experience any difficulties verifying your account with the newly issued passport or any other issues verifying your account in the casino, please request to reopen this complaint and we'll try to help.

For now, I will mark the complaint as 'rejected'.

Also, don't hesitate to contact our Complaint Resolution Center in case you have issues in any online casino in the future.

We've received the following message from the player and decide to reopen the complaint:

"Hi, Tomas

I have sent my new passport to KYC however since waiting for my passport they have added a new item to there terms & conditions.

7.20 A player with 1 deposit only will be eligible to cashout a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request

I have deposited once, £50 and won the following amount since waiting for my passport and have lost some of that and now the disrupted amount is £1803

Surely they can not act of these new terms & conditions since my deposit and they have not notified players of the change of terms and conditions.

What do you think?

Kindest regards

Nathan"

Thanks for your message nathanstevensjames.

Please note the casino term you are referencing is entirely unfair, but was in the casino terms and conditions for a longer time according to our internal records.

It's a rule we penalize the casino already since it limits players' winnings from real money deposits.

Could you please specify if you redeemed a bonus with your first deposit, or if you played without any bonus whatsoever?

I'll await your reply.

Hi, Tomas

I have not activated any bonuses on deposit. Can't believe the term's of conditions feel like their not going to pay out my money I won

Kindest regards

Nathan

Hi, Tomas My account is now fully verified, I have withdrawn 500 and awaiting to hear back from the casino

Kindest regards

Nathan

Thanks for the update please let me know about any updates in this case. I'll follow the news from your closely.

Hi, Tomas

Still awaiting on withdrawal, I have withdrawed with my new bank account and they are verifying my bank statements and deducted the rest of balance to match 15x my initial deposit of £50 however it was in the terms and conditions so I'm happy with the withdrawal of £750

Please let me know when you receive your withdrawal.

May we contact the casino after you receive your winnings, in order to try to convince them to pay you the rest of your real money winnings? I'll await your reply.

Hi, Tomas

I mean that would be brilliant, I'm still awaiting my bank statement to be processed, they emailed me to say it would be processed as soon as possible however it's been 2 days since I submitted I was hoping to have my withdrawal before the end of the week but unfortunately don't think that will happen.

Thank you Tomas you've been amazing in helping me 🙏

Kindest regards

Nathan

Please let me know if you need any assistance with the withdrawal of 750 GBP first. Was it successful?

Hi, Tomas

I still haven't received the withdrawal yet not even the £500

I received the email when chasing the withdrawal

Dear Nathan,

Thank you for contacting us.

Our apologies for keeping your waiting as we know you are excited to receive your funds, since it's a financial transaction sometimes it can take a couple of business days to be fully processed, depending on the current workload it may cause a slight delay but we always do what we can for you to receive it in the shortest amount of time. Thank you for your understanding and patience you show us as you wait to receive your funds

Kind Regards,

Support Team

Kindest regards

Nathan

Hi, Tomas

My withdrawal of £500 is gone off my requested transfers page so this has most likely been processed but I'll update you when I have received it

Just wanted to say thank you for your help as well you've been great in supporting me, If we could get the remaining balance back that would be amazing but I'll let you know after I receive the £750

Many thanks

Kindest regards

Nathan

Hi, Tomas

Still no withdrawal into my bank as of yet

Kindest regards

Nathan

Hi, Tomas

Still no withdrawal and this has been ridiculous now nearly 2 months of getting a passport, and waiting for it to be processed.

I chased the withdrawal and they said this:

Dear Nathan,

Thank you for contacting us.

We are hard at work to make sure your funds arrive safely in your account whilst ensuring along the way the funds won't get bounced back and be in the currency you have to receive it fully, due to us using foreign banks and payment providers to make the transfer it can sometimes cause a small delay due to the reviews but we are doing what we can to speed it up for you. We understand it can be frustrating having to wait but we'd like to re-assure you it's being handled as quickly as possible for you.

Is this normal?

Kindest regards

Nathan

Thank you very much, nathanstevensjames, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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, Adam

I can confirm that I received the withdrawal of £500 today and just awaiting the £250

Kindest regards

Nathan

Hello Nathan,

I am glad to hear that you have received the initial withdrawal of £500. Once you confirm receipt of the remaining £250 I will then contact the casino and see if I can help any further.

Kind regards,

Adam

Hi, Adam

I can confirm I have received the full £750 now, can we please try and pursue the remaining money that was taken from me?

There was 1039 taken out the winning due to the fact my first deposit was 15x

Kindest regards

Nathan

Hello Nathan,

I am happy to hear you have received your withdrawal.

I will now contact the casino to find out more about the application of the aforementioned terms.

We would like to invite Damslots Casino to join the conversation and participate in the resolution of this complaint.

Dear Damslots Casino,

As mentioned, we consider the use of a win limit to be unfair and unnecessarily restrictive to players.

Can you please explain why the casino applies such limits to real money winnings?

Kind regards,

Adam

Hi, Adam

I'm not too sure what's the reason behind it, I'm guessing they do it to not withdraw as much money if the player does win big on the first deposit...

It's very unfair but thank you for emailing to see if over rule this

Kindest regards

Nathan

Hi, Adam

Has there been any update regarding this, I have tried to login to my account today and they have shut it down completely

Kindest regards

Nathan

I have records I can send if necessary

Kindest regards

Nathan

Hello Nathan,

There has been no response from the casino so far, I will try to contact them once more. In the meantime, please let us know of any developments.

We would like to ask Damslots Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear Nathan,

I have tried to contact the casino repeatedly but had no success. 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 am sorry we could not be of more help on this occasion.

Best regards,

Adam