Drake Casino - Player's withdrawal is delayed due to document issues.

I really enjoy this casino and they have a wide selection of slots! The fact that they offer a return on deposits is also really cool. I haven’t had any issues with my deposits or match bonuses (their T&C are very clear). However, I have been trying to withdraw for 2 weeks now with no luck. I submitted my documentation at least 4 times now and I received an email saying my withdrawal was deleted due to not receiving necessary documents when I had just re-submitted them the day prior (after calling customer service numerous times AND following their specific instructions). I called again and the CS rep said he would send an email within 5-10 minutes and I never received said email. I would like to enjoy this casino but it is extremely unfair that they don’t have an issue taking deposits but make it impossible to withdraw. 😣

Dear MACQ50S,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Yes, they said that they might not be receiving my emails due to the size of my images so they requested that I send the documents in individual emails, so I did. I sent each document in its own email. I did that twice now and they have not received it. They said documents will not go through if they’re larger than 5MB. I made sure that each image was well under that size and still, no luck.

Hi MACQ50S,

• Have there been any updates since you sent each document in a separate email?
• Could you please forward those documents to petronela.k@casino.guru as well?

Thank you.

Dear MACQ50S,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.