The player from Australia had requested a withdrawal from the casino two weeks prior, which was approved but had not yet been received. Despite having provided the requested bank statements, support remained unresponsive and continued to request unnecessary information. After further communication, the player received confirmation from the casino regarding the withdrawal transactions but faced issues with the provided proof of payment. Eventually, after submitting additional documentation, the player was offered payment in Bitcoin and successfully received the withdrawal. The complaint was then marked as resolved.
Drake Casino - Player's withdrawal has been delayed.
Amount: 4,000 USDC
Drake Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
I withdrew on the 3rd of august and it was approved on the 5th (or so they say ) it is now the 23rd and my money has still not be received.
The casino has no ability to check withdraws and support refuses to prove they paid.
Support is doing the typical strategy to drag it out and request ridiculous information that violates privacy.
Even after sending bank statements that allowed them to see every transaction as they demanded nothing be covered i am still waiting with no response as to why they have stolen my money and why they have not paid.
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3 months ago
Dear aussietrump,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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3 months ago
Good afternoon
I have had two approved withdraws from the casino but the money has never reached my account.
I had to be fully verified with KYC before i could request a withdraw.
Winnings were accumulated without a bonus.
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2 months ago
Thank you for your reply, aussietrump. Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, 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.
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2 months ago
I wish i could but for some strange reason this casino does not have withdraw history.
However i do have an update on the situation an email from the casino saying the following
Dear Alexander,
Thank you for being a client DrakeCasino.eu!
We appreciate your patience and the time you've invested throughout this
process.
Please find attached files containing the Swift Confirmations for both
of your withdrawal transactions initiated on 08/05 and 08/12. These
confirmations serve as proof that the transactions have been processed
and deployed from our system.
To assist you further, you can provide the attached sender's reference
numbers to your bank or card issuer. With these reference numbers, they
should be able to trace the transactions and assist you in accessing the
funds.
Once again, we apologize for the delays in regard to your case and hope
that this helps you resolve it.
If you have any other questions, feel free to contact us at any time.
Kind regards,
Martin
DrakeCasino Security Team
The problem is the PDF they sent with these reference numbers look like they were made in notes and not usable for a proof of payment.
After going to the bank with these reference numbers the told me that they are unable to trace as they are the
beneficiary bank and this is not a valid proof of payment. i was told by my banks international and security team that there are no pending or incoming payments and the casino will have to trace the payment and get a a confirmation of credit to prove payment was made.
I also have 30days bank statement to prove no money has been deposited into my bank account.
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2 months ago
UPDATE
I sent another bank statement proving i had not been paid after waiting 24 days , today they agreed to pay in BTC and i have received my withdrawal , the complaint can be closed now
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2 months ago
Dear aussietrump,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
