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I am disputing the confiscation of my winnings following a verification process with the casino.

I had a balance of €1,002.50, including my winnings. I fully cooperated with the casino’s verification process and provided an extensive amount of documentation. I submitted documents through the casino’s own verification system and also sent some of them by email, although I would have preferred to use their verification system. This was because it appeared that some documents submitted through the system were not being approved or were not being acknowledged as received (even though I saw them as being received in the verification system).

The documents I provided included my passport, bills/proof of address, bank statements covering several months, confirmation of my deposit/payment, and other documents requested by the casino. The information in these documents was consistent with the information I provided when registering.

Later to the very long verification process, the casino started to ask for my Skrill wallet information, and I informed the casino that I had not used Skrill for the deposit. After that they kept on requesting the bank statements that I had already sent them a long ago, and returned to requesting a payslip from me. Originally, they had already dropped the payslip from the list of requirements in the beginning, as I told I have not been employed recently and asked what else could be used instead - proof other casino winnings, something else? This they never answered, just dropped it, just to return to it later - seemingly just to not approve the verification and give me my winnings.

Soon, I was instead informed that my winnings had been confiscated and my account would be closed.

The casino initially stated that this was because I had entered incorrect information upon registration and referred to this as suspected fraudulent activity. I have repeatedly asked them to tell me exactly what information was supposedly incorrect or what discrepancy caused the verification to fail. They have refused to provide this information, stating that the specific checks and findings are part of their internal security procedures.

I have not committed any fraudulent activity or intentionally provided false information, and I am able to prove my personal and payment information with documentation.

The casino has said that I may withdraw my remaining balance of 200€ (my deposit), but they have confiscated my winnings. I am therefore requesting Casino Guru’s assistance in resolving the dispute and recovering my full balance of €1,002.50.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DragonSlots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please confirm that you only deposited using payment methods in your own name?
• When depositing, which payment methods have you opted for?

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

Best regards,

Tomas