Complaint #12 Dr Slot Casino

Winnings voided without any further explanations

By nicola b.

5 years ago

On the 23rd September I deposited £300 onto Dr Slot. I played slots and was lucky enough to win a total of £7440. I requested withdrawal of these funds.

I provided all documents requested but my withdrawal has been voided “as a business decision.”

Askgamblers, please can you help me get to the bottom of what is going on? I have no idea what I have done wrong whatsoever.

Kind regards,

Nicola

Disputed Casino Dr Slot Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dr Slot Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dr Slot Casino

• Representative

5 years ago

Dear NICOLABUZ83,

Thank you for your patience. Please see below our relevant terms on this matter.

Section 8: Withdrawals
79. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of “suspicious activity” (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.

80. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.

Section 9: Closing and Suspending Accounts
Our Rights to Close and Suspend Your Account

82. We reserve the right to close or suspend an Account in any of the following circumstances;
l. Where we have requested additional information relating to identification or proof of payment of a phone bill or source of funds/wealth and the Player has failed to provide such information your account will be suspended.
n. Where we are legally obliged to do so; and/or
o. Where we reasonably suspect “suspicious activity” (see Section 12 below).

Section 10: Security:
100. We reserve the right to ask you to provide us with additional documents as part of our Enhanced Due Diligence process such as proof of the payment method used and source of wealth. We may also request further proof of identification relating to the details you have used to register your Account. Any such additional identification will be kept confidential. We further reserve the right to disclose your details, under certain circumstances such as those required by law. Further details on our identity verification procedure can be found in Section 4.

102. You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your or third parties’ participation in any of our betting and gaming products and shall not use any software-assisted methods or techniques or hardware devices for your participation in the same. We hereby reserve the right to invalidate any betting in the event of such behaviour and close your account.

Section 12: Suspicious Activity
109. We are required by law to address suspected money laundering and fraudulent transactions or activity that may take place through our business. In order for us to prevent this illegal activity, we have a number of policies and procedures in place that bring ‘suspicious activity’ to our attention so that we may deal with this in a legally compliant manner.

110. Strict money laundering rules and regulations require us to report suspicious activity to the relevant authorities if we know, suspect or have reason to suspect that any of your transactions, among other actions:
a. involve funds derived from illegal activities;
b. are intended to conceal funds from illegal activities; or
c. involve the use of our betting and gaming products to facilitate criminal activity.

111. For the purpose of this Section 12, “suspicious activity” shall refer to where we have reasonable grounds to believe that you have placed a bet or a number of bets in suspicious circumstances or in contravention of these Terms and Conditions. Suspicious circumstances include but are not limited to:
a. where there is a disproportionate frequency and/or highly unusual pattern of play (by comparison with normal betting patterns) placed over a short period of time;
b0 where we have reason to believe that you are acting with others to abuse the Software, games or promotions, or otherwise acting in contravention of these Terms and Conditions;
e. where there is a disproportionate frequency and/or unusual pattern of deposits in your Account.

112. In the case of any suspicious activity, we may, at our sole discretion, depending on the situation:
a. request reasonable further information from you to investigate whether the bet(s) constitute(s) suspicious betting;
b. suspend your Account and withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our reasonable opinion) from you for us to determine that the deposits are in your name, that play is not fraudulent or any other purpose connected to our concerns of “suspicious activity”. For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;
c. collect and process any information in connection with your patterns of play, personal data, depositing of funds and any other related information and conduct inquiries that will help us to investigate any suspected breach of these Terms and Conditions and (where appropriate) share that information with relevant external agencies e.g. the National Crime Agency; and/or
d. void or refuse all or any part of any bet, suspend your Account or withhold payment of any amounts (or any parts thereof), for a period of time that may reasonably be required (for example, pending any investigations by our Internal Security Team, a gambling regulator, a law enforcement authority or any other third party with jurisdiction).

Following a review of The players account, and the additional information they have submitted to us regrettably we have identified a number inconsistencies with the information they have provided, which has led us to have concerns about the legitimacy of the documents they have provided to us.

Regrettably, due to these inconsistencies and in line with our terms and conditions outlined above, we have taken the decision to close the players accounts, cancel the pending withdrawals, and refund the players deposits.

Regards,
Dr Slot

AskGamblers

• Support Team

5 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team has just extended the response timeframe for another 96 hours in the hope that Dr Slot Casino management will soon provide an update regarding this complaint.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Dr Slot Casino

• Representative

5 years ago

Dear NICOLABUZ83,

Thank you for your patience in regards to this matter, we are continuing to review all the information provided and will update you as soon as possible.

Thank you for your continued co-operation.

Regards,
Dr Slot

Dr Slot Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $2,420

Avg. Complaint Duration 25 days

Avg. Response Time 3 days

Dr Slot Casino Complaints

See all complaints for this casino

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)

Resolved

£3,140

Promised payment never despite all sent verification confirmed

I have a win from November 2019 and withdrew the cash balance on my account, £1,550. I have completed all the verification including exhaustive phonecalls and bank statements etc... They have confirmed the win and that the verification is all complete and the money should be with me in 4 days. That was over 2 weeks ago. Two emails later and they just send generic replies back along the lines of "We are sorry to hear of the situation and will certainly endeavour to assist you.

We have arranged a free call back on 20/11/20 from one of our agents who will be able to assist you further." I carry out these phone calls, they say everything is sorted and I will be paid and then nothing happens until i send a shirty email and the cycle starts again without payment.

Resolved

£1,550

Casino will not pay my winnings

Hello,

I joined Dr Slot Casino in August this year and signed up for the Welcome Bonus. This went fine until I won I won £1425 on the 25/08/20 on the cash part of the bonus. I requested a withdrawal and then on the 29/08/20 I won £990 again on the cash part of the bonus and requested a withdrawal. I then went on Live Chat and each time they asked for more documents for verification. I lastly submitted records of my bank statements showing all of the deposits I had made to them. I then started chasing payment on Live Chat and on the 06/10/20 I was told that they were processing my payment and it would be in my account within 2-5 days. I was then asked for further copies of the bank statements which i submitted.

Since then I have been contacting Live Chat on a regular basis and each time they state that 'Your account is with our processing team making final checks. Once this has been done you will receive a text message to advise the payment is on its way to you. I can only really apologise for any inconvenience caused. Congratulations on the £2415 win'.

I have asked to make a formal complaint and have been told that the only way would be to speak to a manager 'However there would not be an alternate resolution from a manager'. I have not been asked for any further information since October.

I have been onto Live Chat numerous times and have waited in a queue for over half an hour on several occasions. Three or four times I have started a conversation and then the chat has ended and a message has come up saying that no one is available on Live Chat. I am completely frustrated at the complete lack of communication, the automated responses on Live Chat but, mostly that I have not been paid my winnings with absolutely no explanation.

I attach copies of 3 messages I saved to illustrate the above.

Resolved

£2,415