Drake Casino - Player believes that their withdrawal has been delayed.

I was offered free spins for signing up and I won money but it went to "redeemable winnings". Not my balance. Contacted customer support and was told to deposit $25 to access the redeemable winnings. Did that. Still not able to access it. Contacted support again and was told to deposit $35 and I could access the redeemable winnings at that point. Explained I wasn’t comfortable doing that since I was already told to deposit $25 and then I wasn’t able to access the winnings. So why would I want to make another deposit. They said there was nothing they could do. Make another deposit for $35 to access the money. This is a scam. Do not play at this casino or it’s sister companies.

Dear 98ffsd78ng,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I was not requesting a withdraw. I just wanted the money moved over to my balance so I could play with it. At their casino.

Thank you very much for your reply, 98ffsd78ng. Would you be so kind as to clarify which bonus you played with? If possible, please post here a link to that offer. I would like to check the bonus T&Cs.

Furthermore, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

It was a bonus that was for free spins. I won money off the free spins and have not been able to access it to play with it. I do not have the chats. How would I be able to see them after closing the chat

Thank you very much, 98ffsd78ng, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello 98ffsd78ng,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help. First I would like to ask the representative of Drake Casino to join the conversation in order to help us resolve the issue.

Drake Casino,

Could you explain the repeated requests for 98ffsd78ng to deposit in the casino?

Tomas

Casino.Guru

Hi Guys,

Can you please let me know how much you were owed for this bonus claim?

Our minimum deposit for most bonuses is $25 and I can see that you fulfilled that requirement. I will fix this for you, however, I just need your input on how much we owe you.

Best,

Kyle

Drake Casino

Thanks for the reply to Kyle and Drake Casino.

98ffsd78ng,

Did you reach an understanding with the casino? Were you able to access your 'redeemable winnings'? Can we consider the issue resolved?

Dear 98ffsd78ng,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.