Dr Slot Casino - The player's withdrawal is delayed.

I am writing email as I am very upset that your firm has doing everything you can not to withdraw my £500 which I have paid in on the 2nd of June and I was willing to play in your casino until I was unable to play and was asked to download gaming apps on my phone which I did not want to do so I have decided I will withdraw straight away as this casino was not for me.

I was then ask to send bank statement from which I have made payment to dr.slot

I have sent bank statement snd was told that my payment of £500 will be between 1-5 working days which did not happen and I had to call dr slot again then I was told that I have to send further bank statements of all my accounts including Secondary Polish bank statements(mind you that I have dual citizenship Polish and British) and I have bank account in UK and Poland but permanently living in Poland and only transferring every now and then my saving from UK to Poland which I am allowed and is nothing wrong with withdrawing or transferring well earned money which I was questioning by your customer service man when I have phoned dr.slot

I meant to be contacted by someone from dr slot which did not happen.

I am really upset and have already contacted gambling commission and complained about your scam firm and you have stolen my money and don’t want to give me back without reason.I have also contacted resolver and also I have also checked your firm on trust pilot snd how can you explain bad feedbacks from players and that they cannot get withdrawn money same as me?

This is the last chance I am giving you to resolve this situation and return my £500 plus any expenses I have lost and interest I have lost for chasing you up otherwise I will be forced to take lagal action about your casino.

This is evidence that I have made payment on the 6th of June from my Uk HSBC bank account of £500 from my genuine bank account which I want payment back on same account as per terms and condition of your casino.

Hello Pawlom81,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dr Slot Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents. I can only recommend to forward them all the relevant documents and wait for the process to be finished.

Looking forward to your answer.

Regards,

Nick

Thanks for your email.

To be honest I am trying to withdraw the money I have paid in 2nd of June and I have requested withdrawal same day,so it has been today 21days.

I have sent my passport,driving license,my bank statement showing transaction to dr.slot,secondary bank statement in UK and bank statement in Poland as I am Polish and British citizen and currently living in Poland and this is my main residence.I have sent all documents they were asking for but they never try to contact me and it’s me calling them everyday for the outcome but they are. It doing anything to give my £500 back.

Can you please advise when was the last time you sent them a document? The 14 day time frame usually applies after sending all the documents as it might happen that they wait for all of them to verify them all at once.

I have even sent couple of days ago but anytime I have been calling them and chasing up they are asking for more details to be sent and why don’t they try to reach me in first place.

if I wouldn’t contact them they wouldn’t ask me for anything,

to me it looks like they are delaying this not to give my money back.

I been advised this by gambling commission:

 Gambling businesses cannot demand that you submit further information as a condition of withdrawing funds if they could have reasonably asked for that information earlier.

I don’t think this is the case.

And the fact that they are not contacting me to update me and advise when my money will reach my bank account?

Today someone from verification team supposed to call me between 8-4pm

guess what?

nobody has phoned me and my account is banned now.

They are thieves and nobody can tell me that they are genuine business.

Hello Pawlom81 and thank you for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pawlom81,

I will assist you with the complaint from now on. I would like to ask the representatives of Dr Slot Casino to join the conversation in order to help us resolve the issue.

Dr Slot Casino,

Do you require any subsequent documentation in order to process the withdrawal request? What is the status of Pawlom81's withdrawal and when can he expect it to be processed?

Dear Pawlom81,

I am sorry to hear that you are unhappy with the experience you have had with us. I can confirm this has been investigated further. In regards to the request for additional information. When an account is created we do verify your details using our in house system, if at this stage we are unable to do this we do ask for additional information to ensure you are over the age of 18.

When a withdrawal is requested, we do advise 1 working day for this to reach our banking team, at this stage you will get an SMS update to advise if your withdrawal has been processed or if additional information is required.

At this stage we can see further information was requested. I would like to reassure you that our request is not a reluctance on our part to send you your winnings, we happy to see our players, and you, win and be successful. I do understand sometimes that it can be difficult for our players to understand why we ask for proof of ID and other documentation before making payments out. As a mobile casino we have a responsibility to our players to ensure as far as possible that payments are made to the correct people, and in a reasonable timeframe.

Because of our license we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or other payment providers.

We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system.

Which is outlined within our terms and conditions, please see below:-

Section 9: Withdrawals

86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

87. We aim to process withdrawals for depositing customers within one working day (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 3 working days. Where we require source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending verification of such documents.

After further review of the account, I can confirm we have received the documentation, thank you for taking the time to send this through. Furthermore, you refund of £500 has been processed on the 24/06/2022. We do advise 1-5 working days for this to clear.

I am sorry you did not receive a call-back, an attempt was made however, we were unable to reach you.

I do hope I have answered your queries, should you require support please do not hesitate to contact us

Kind regards

Dr Slot Casino

Got my money back after 25days.

thanks

Thanks for the cooperation and a swift reply to the Dr Slot Casino team.

Pawlom81,

That is great news! I am glad you received your money. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.