The player from Germany had won 5300 Euros from the game Dragons Gold 100 and faced issues when he tried to withdraw his winnings. His account had been suspended despite him complying with all verification processes, including a live video call. The player's requests and inquiries had been repeatedly delayed with no clear timeframe provided by the casino. We had invited the casino's representatives to join the discussion and they confirmed that the verification had been completed and the player could withdraw his funds. The player confirmed the receipt of his winnings, successfully resolving the issue.
Drip Casino - Player experienced delayed withdrawal and account suspension.
Amount: €5,300
Drip Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Drip Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
7 months ago
Translation
I deposited 155 Euros on Wednesday 24th March to receive the 100% Casino Bonus and played the game Dragons Gold 100. I won over 5000 Euros due to a full screen view and requested a withdrawal after I had completed the bonus and only had real money remaining in my account.
My account was unexpectedly suspended the following day without any notification. In the live chat, I was instructed to upload the front and back of my ID, a selfie with my ID, and proof of my address. After I complied with these requests, the live chat instructed me to engage in a video call through the live chat. During the call, I was asked several questions about the games I played, my betting amount, and how I stumbled upon the Casino. My path to the Casino was through their website. This video call happened over two weeks ago and I have yet to receive any response or any form of communications. The live chat simply keeps telling me "It's in progress".
I have complied with every verification process, even participating in a live video call where I was bombarded with questions!!!
Clearly there is an absolute scam in progress, and they are withholding my 5300 Euros! Yet this Casino has a 9/10 rating—how could that be, given they are refusing to give me my money?
The biggest joke is that the live chat requires an updated selfie of me and my ID every single time I enquire about my alleged "withdrawal". This isn't normal behavior and doesn't justify a 9/10 rating.
Please communicate with the Casino on my behalf.
I'm more than happy to answer any questions you might have to the best of my ability.
Automatic translation:
Public
Public
7 months ago
Dear leygadjalam379,
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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise if all your documents have been approved and you are now waiting only for the results of the video call?
Has the casino specified the timeframe needed for the evaluation of your video call?
When was the last time you communicated with customer support?
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,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
7 months ago
Translation
Yes, all my documents and the video call have been confirmed and I am just waiting for a response.
No, there was never a time frame set, it's been going on like this for 2 weeks.
The last time was last week.
Automatic translation:
Public
Public
6 months ago
Before we proceed with your case, please forward me all the communication between you and the casino that could be relevant to the investigation. My email address is veronika.l@casino.guru. Thank you.
Public
Public
6 months ago
Thank you very much, leygadjalam379, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
6 months ago
Hello leygadjalam379,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Drip Casino’s representatives to join this discussion in order to resolve this issue.
Dear Drip Casino,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
Public
Public
6 months ago
Hello, dear player and Casino Guru representatives! At the moment we have not yet made the final decision on the player's issue.
Best regards,
Drip Casino!
Public
Public
6 months ago
Dear Drip Casino,
Could you kindly share what you're currently deliberating on? Has the decision already been made? Additionally, could you please explain if there are any particular reasons behind the potential blocking of a player's withdrawal?
Thank you.
Public
Public
6 months ago
Dear Jakub, the verification is completed. The player can withdraw funds.
Best regards,
Drip Casino!
Public
Public
6 months ago
Dear Drip Casino,
Thank you for an update.
Dear leygadjalam379,
Please let us know when you receive your funds.
Public
Public
6 months ago
Translation
The money has arrived thank you very much
Automatic translation:
Public
Public
6 months ago
Dear leygadjalam379,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Jakub
