DragonSlots Casino - Player’s withdrawal has been delayed.

Tenho um problema com o levantamento de 100€ na minha conta do casino DragonSlots.

Já forneci todos os documentos solicitados (identificação, cartão e comprovativo de pagamento), e os mesmos encontram-se aprovados na plataforma.

Apesar disso, todos os meus pedidos de levantamento têm sido cancelados repetidamente. O casino continua a pedir os mesmos documentos várias vezes, mesmo já estando aprovados, e entra num ciclo sem resolução.

Já fiz vários pedidos de levantamento, todos cancelados com diferentes justificações:

pedido de documentos já enviados

alegados problemas técnicos no pagamento

indicação para usar outro método de pagamento

No entanto, apenas tenho disponíveis os métodos que já utilizei, e em alguns casos o sistema nem permite concluir o pedido. Além disso, o próprio suporte indicou que não realiza transferências diretas.

Neste momento, não consigo levantar o meu próprio dinheiro, apesar de ter cumprido todas as exigências.

Já enviei vários emails, reenviei documentos e até dei um prazo de 48 horas para resolução, sem qualquer solução até agora.

Considero que esta situação configura retenção indevida de fundos e falta de transparência por parte do casino.

Solicito ajuda para que o levantamento de 100€ seja processado.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Benny2009,

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

Dear Benny2009,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Karla,

Não recebi qualquer pagamento até ao momento.

Após a minha reclamação, o casino não voltou a contactar-me nem apresentou qualquer solução.

Antes disso, todos os meus pedidos de levantamento foram cancelados repetidamente, tendo-me sido solicitado o envio de documentos várias vezes, os quais foram todos submetidos.

A minha conta encontra-se verificada e continuo sem acesso aos meus fundos (100€).

Agradeço a vossa ajuda para resolver esta situação.

Dear Benny2009, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Sim, já tive problemas anteriormente com levantamentos neste casino.

O processo foi muito semelhante: os levantamentos foram cancelados repetidamente e foram solicitados vários documentos.

Após bastante insistência da minha parte, o pagamento acabou por ser processado.

No entanto, neste caso atual, continuo sem receber os 100€ e o casino deixou de apresentar uma solução concreta após os sucessivos cancelamentos e pedidos de verificação.

Dear Benny2009,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Benny2009,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite DragonSlots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawal has not been yet been processed?

Thank you in advance for providing the information.

Dear Benny2009,

At the moment, there are no active withdrawal requests pending, and your funds remain available on your balance.

Please submit a new withdrawal request using a valid IBAN bank transfer method that has not been used previously. This is currently the most suitable available option for processing your withdrawal.

If you experience any issues while submitting the request, please contact our support team and we will assist you further.

Best regards,

DragonSlots Casino

Dear Benny2009,

Could you please submit a withdrawal request? Hopefully, it will not be cancelled this time.

Thank you very much in advance.

Olá Martina

Conforme solicitado, submeti um novo pedido de levantamento

Dear DragonSlots Casino,

so now it´s up to you, please keep us updated! I truly appreciate it!

Martina,

O levantamento foi novamente cancelado pelo casino.

Desta vez, fui informada de que teria de efetuar um novo depósito para utilizar outro método de levantamento. Estas instruções são novas e nunca me tinham sido exigidas anteriormente.

Além disso, já utilizei anteriormente este mesmo IBAN com sucesso para receber pagamentos deste casino, pelo que não compreendo porque deixou agora de ser aceite.

Não considero razoável ser solicitado um novo depósito apenas para conseguir levantar os meus próprios fundos.

Anexo também o e-mail recebido do casino com a explicação do cancelamento.

Obrigada pela ajuda.

Dear DragonSlots Casino Team,

Could you please clarify whether there is a specific reason why the same withdrawal method cannot be used in this case?

Additionally, is this additional deposit linked with completing wagering activity before being able to request a withdrawal?

Thank you very much in advance for your clarification and cooperation.

Dear Benny2009,

Thank you for your message.

Unfortunately, at the moment this current banking provider is unable to process payouts to LT IBAN accounts. We understand that this method may have worked previously; however, payment provider availability and supported regions can change over time depending on the provider’s internal policies and technical limitations.

At present, the available alternative withdrawal methods are e-wallet solutions.

Please note that making a minimum deposit with the selected payment method before it becomes available for withdrawals is a standard procedure applied to all players.

We understand this may be inconvenient, however this is currently the only available option to proceed with the withdrawal.

Should you require assistance selecting or activating an alternative withdrawal method, our support team will be happy to assist you further.

Best regards,

DragonSlots Casino

Olá Martina,

Obrigada pela atualização.

No entanto, continuo sem ter esclarecimento sobre alguns pontos importantes antes de considerar qualquer novo depósito.

Atualmente não possuo nenhuma carteira eletrónica, e gostaria de confirmar:

se é possível efetuar o levantamento para outro IBAN bancário que não seja LT;

quais são exatamente as carteiras eletrónicas suportadas;

e se o depósito mínimo mencionado ficará sujeito a requisitos de apostas/rollover antes de poder levantar os meus fundos.

Gostaria apenas de evitar novos cancelamentos ou condições adicionais inesperadas.

Obrigada.

Dear Benny2009,

To provide you with accurate information regarding the currently supported withdrawal methods, eligible IBAN regions, available e-wallet options, and any applicable deposit conditions, we kindly ask you to contact our Support Team directly via email support@dragonslots.com.

Our agents will be able to review your account individually and clarify:

whether alternative non-LT IBAN withdrawals may be available;

which e-wallet methods are currently supported for your account and region;

and whether any wagering requirements apply to the minimum qualifying deposit.

This will help avoid any misunderstandings and ensure you receive the most up-to-date information before proceeding further.

Best regards,

DragonSlots Casino

Olá Martina,

Obrigada pela continuação do acompanhamento.

No entanto, continuo um pouco preocupada porque as respostas do casino permanecem bastante vagas e remetem constantemente para suporte privado.

Gostaria de manter os esclarecimentos importantes diretamente aqui no tópico público da reclamação, para evitar mal-entendidos.

Neste momento, continuo sem uma confirmação clara sobre:

se existe ou não qualquer requisito de apostas/rollover associado ao depósito mínimo;

se o levantamento poderá ser efetuado imediatamente após esse depósito;

e porque motivo o meu IBAN anteriormente funcionava para levantamentos e agora deixou de ser aceite.

Também me preocupa a possibilidade de serem solicitadas novas verificações ou condições adicionais depois de efetuar um novo depósito.

Agradeço desde já a sua ajuda e acompanhamento neste caso.

Dear DragonSlots Casino,

Could you please be so kind as to provide the player with the information they are requesting?

Thank you very much in advance for your cooperation.

Dear Benny2009,

Thank you for your patience.

Please submit another withdrawal request. We have now assigned a different payment provider for your account, so the transaction should process successfully this time.

Your LT IBAN should now be accepted again, and you may try the withdrawal once more.

Please let us know once the request has been submitted or if you experience any further issues.

Best regards,

DragonSlots Casino

Olá,

Conforme solicitado, submeti um novo pedido de levantamento utilizando o mesmo IBAN LT.

Aguardarei agora o processamento do pagamento e voltarei a atualizar o tópico assim que houver novidades.

Obrigada.

Thank you DragonSlots Casino Team for making it happen for the player.

Dear Benny2009

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Olá,

O caso não foi efetivamente resolvido.

O levantamento mais recente voltou a aparecer como "Recusado" no histórico da conta e os fundos regressaram ao saldo jogável em vez de serem pagos.

Anexo captura de ecrã do histórico de transações para comprovar a situação.

Gostaria que a reclamação fosse reaberta, por favor.

Obrigada.

Dear DragonSlots Casino Team,

can you please help us out to understand?

Thank you so much in advance

Dear Benny2009,

Unfortunately, the withdrawal attempt via the current IBAN was not successfully processed, which is why the transaction was automatically declined and the funds were returned to your playable balance.

At this stage, we kindly recommend that you try using an alternative withdrawal method or provide a different IBAN/bank account for the withdrawal request. This should help avoid the same issue from occurring again.

Please contact our Support Team once the alternative method is available on your account, and we will gladly assist you further to complete the withdrawal successfully.

Thank you for your patience and cooperation.

Best regards,

DragonSlots Casino

Olá Martina,

Agradeço a atualização e os esclarecimentos fornecidos.

No entanto, gostaria de expressar a minha preocupação relativamente à situação, uma vez que já foram efetuadas várias tentativas de levantamento e o motivo apresentado pelo casino tem vindo a mudar ao longo do processo.

O IBAN utilizado já funcionou anteriormente para levantamentos nesta mesma conta e, mais recentemente, fui informado(a) de que, após alteração do provedor de pagamento, o levantamento deveria voltar a funcionar. Ainda assim, a nova tentativa foi novamente recusada.

Neste momento, não me sinto confortável em criar novos métodos de pagamento, carteiras eletrónicas ou efetuar depósitos adicionais sem qualquer garantia concreta de que o levantamento será realmente processado e sem risco de novas verificações ou recusas sucessivas.

Gostaria, por favor, que o casino esclarecesse de forma objetiva qual solução concreta consegue garantir o pagamento dos fundos atualmente existentes na conta.

Obrigada pela ajuda e acompanhamento do caso.

Dear DragonSlots Casino,

I would like to kindly ask for clarification regarding why it is not possible to process the withdrawal to the IBAN that has previously worked successfully.

There is understandable uncertainty when setting up a new payment method, as the player cannot be sure whether the funds will arrive safely. In addition, the player would first need to make a deposit and wager it — with the possibility of losses — before being able to submit another withdrawal request. This would unfortunately prolong the entire withdrawal process even further.

With this in mind, I would kindly ask you to consider processing the payment manually to the previously used IBAN if the automated system does not currently allow it.

Thank you very much for your understanding and assistance.

Dear Martina, dear Benny2009,

We would like to clarify that the player is not required to make a deposit using a new payment method in order to withdraw funds, and the casino has not requested this from the player.

In this particular case, the previously used LT IBAN had worked in the past through a different payment provider. However, withdrawals are now processed through another provider, and transactions to this IBAN are unfortunately no longer supported. As a result, repeated withdrawal attempts to the same IBAN will continue to fail automatically.

For this reason, we kindly recommend that the player use either a different withdrawal method or another IBAN/bank account in order to receive the funds successfully.

If the player chooses to use a new payment method that requires activation via deposit, only a minimum deposit would be needed to enable withdrawals to that method. The player would still be able to withdraw the existing balance without any wagering requirement applied to that deposit.

We are actively trying to assist the player in finding a working withdrawal solution, as repeated attempts to the currently used IBAN will continue to fail on the provider side.

Best regards,

DragonSlots Casino

Dear DragonSlots Casino,

Thank you for the update!

Dear Benny2009,

In light of the casino’s latest update, I would kindly encourage you to change the payment method/IBAN so that the withdrawal process can proceed further.

Please let me know once this has been done.

Thank you very much in advance.

Olá Martina,

Agradeço os esclarecimentos adicionais.

Compreendo agora que o problema parece estar relacionado com a compatibilidade do atual IBAN LT com o novo provedor de pagamentos.

Antes de prosseguir, gostaria apenas de confirmar que, caso utilize um IBAN diferente ou método alternativo disponível, conseguirei solicitar o levantamento do saldo existente sem necessidade de cumprir requisitos de aposta adicionais.

Obrigada.

Dear Benny2009,

that what the casino claims in the previous message:

"If the player chooses to use a new payment method that requires activation via deposit, only a minimum deposit would be needed to enable withdrawals to that method. The player would still be able to withdraw the existing balance without any wagering requirement applied to that deposit.

Olá Martina,

Gostaria de informar que já adicionei um novo IBAN português à conta e submeti os documentos solicitados para verificação.

Neste momento, o documento encontra-se pendente de aprovação. Assim que houver atualização ou aprovação do método, tentarei novamente efetuar o levantamento conforme orientado.

Obrigada pelo acompanhamento do caso.

Martina,

Atualização do caso:

O novo IBAN/documento foi aprovado. Efetuei o depósito mínimo de 20€ e submeti um novo pedido de levantamento no valor de 120€.

O levantamento foi aceite/aprovado pelo casino e neste momento estou a aguardar que o pagamento seja processado e recebido na minha conta bancária.

Obrigada pela assistência até ao momento.

Thank you Benny2009s for the update!

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Benny2009,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina