Payment of £3,140 delayed for weeks

I am writing to see if you can please help me to get a withdrawal paid by Dr Slot.

They keep telling me that my payment is being passed to 'the relevant department' for processing, and that I will receive a text to confirm payment, but I never receive a text nor the funds. This has gone on for over two months now and I am really getting very frustrated at being fobbed off. I have never had this problem with a casino before.

I joined Dr Slot on 06/10/20 and made my first deposit under their welcome bonus offer. After depositing an initial £450 in cash I was credited around £250 in bonus funds. I lost all of this money. I then deposited a further £500 in cash and was credited some further bonus money. On this occasion I won £3140 using the cash part of my balance. I thus requested a withdrawal of my winnings and accepted a cancellation of the bonus money, which I had not touched, as per the casino terms and conditions.

Shortly after requesting my withdrawal I was asked to supply ID verification, which I did, in the form of a copy of my driving licence, bank card and bank statement. I was then asked for proof that my deposit came from my bank? I'm not sure exactly why as Dr Slot already had my bank card and bank statement and should be able to see from their system that the funds can only have come from this card on this account, which I had proved was registered to me, at my address, with all my details? However, I was told via live chat that they needed to see a statement that explicitly showed the deposits I had made in to Dr Slot. The only way I could do this was to show a screenshot of my recent transactions, yet this was not good enough? This meant I had to wait for my next statement date to show these transactions on a full statement. It was at this point that I started to suspect that Dr Slot were using any tactic they could think of to try to delay paying me my winnings. However, I was at least heartened by Jolyon on 10/10 on live chat telling me that 'I can confirm that this is the last thing we need, absolutely'.

Once this statement was available I duly supplied it. You can see from both the copies of the live chat transcripts and Molly O's email dated 28/10 that all of my ID and this proof of deposit documentation had been accepted and applied to my account.

Molly O told me on the 28th October that 'we will pass this to our processing department to verify on the next working day' and 'once verified you will receive a confirmation text that your payment has been processed and is on it's way to you.'. I am to this date still awaiting this text, never mind the money.

I replied to Molly O's email on 02/11 to chase this. I got a reply from Hayleigh O on 04/11 asking me to confirm my security details before being able to reply to me (even though I was replying to an official email from Dr Slot customer services?). I sent these details on 05/11 and asked politely when my withdrawals would be processed. I received no reply.

On 16/11 I sent a further email asking for a reply to my emails.

On 17/11 Kavan thanked me for this email and asked me for further security details.

I again supplied these by way of an email reply on 17/11 and again asked when my withdrawal would be processed.

On 23/11 Hayleigh replied to me again congratulating me on my win, explaining that they had a backlog of emails due to Covid (which is fair enough) and confirming once more that all of my ID had been verified and my account had been passed to 'the relevant department', but that they were 'unable to supply a timescale for the withdrawal, but would like to assure you that once processed you will be updated by text'.

I replied on the 23/11 asking if there was anyone who could tell me when the payment would be processed as we had been stuck at the same stage for over three weeks since I had produced all my id and proof of deposits. (I have had no further requests of me for anything since early October). I asked if anyone in any department could explain to me why this is taking so long.

On 24/11 I received an email from Chelsea J, again congratulation me on my win, again confirming all the relevant ID had been received, but 'regretfully, we do not have a time scale of how long it will be until it is processed' but 'rest assured once the withdrawal has been processed we will notify you by text, we apologise for any inconvenience caused.' Which is all very nice, but yet still no sign of my payment being processed nor anyone who can actually tell me why there is such a delay or give me any idea of when my winnings will be paid.

My final email to Dr Slot was on 06/12, pointing out that it is now at least 6 weeks since all of my documents and proof of deposit were confirmed yet still my withdrawal remains unprocessed and no-one from Dr Slot can give me any reason for this or give me any indication of when I will receive my winnings. I have asked is someone from 'the relevant department' can reply to me and confirm this but to date i have received no further correspondence.

I am thoroughly exasperated with this whole situation and feel I have been more than patient.

Up to now I have deposited a total of £950 in this casino in good faith (and that was all instantly accepted by Dr Slot quite happily on 06/10).

I do not believe I am being treated fairly or reasonably since I subsequently won and asked for my winnings. It seems like I am just being constantly fobbed off with holding emails and delaying tactics.

Please can you help me Ask Gamblers?

Thanks in advance

Garret

(I have attached word document copies of all of the emails, including my replies, plus livechat transcripts)