Hello, good morning, greetings to ASKgamblers and Dragon Slots Casino. The reason I'm contacting this complaints department is as follows:
I've played quite a bit at this casino, and every time I've withdrawn using VISA, the withdrawals have been quite fast. However, in my last withdrawal request, the casino returned the amounts to my gaming account that they said they hadn't been able to process. They sent me the following message: "We inform you that withdrawals 2001437 and 2001392 failed after we completed processing. The amount has been returned to your gaming account. According to your account information, you have already made a new withdrawal request using a different method."
Based on this message, they suggested I make a withdrawal with a different provider, which I did via bank transfer.
The casino correctly requested documents verifying my bank account, as well as a document showing the date, time, and amount of the transaction (which I provided). I uploaded the requested documents within one hour, and they were approved.
Afterward, I requested three withdrawals of €600, €300, and €200. I was surprised that these withdrawal requests weren't processed as quickly as the previous ones. I contacted them via chat, and the responses I received were somewhat rambling and repetitive, which confused me as I didn't get a clear answer about the withdrawals, which totaled €1,100. I hope the casino can resolve this issue and process the pending withdrawals.
Información sobre las quejas
Before filing a complaint with ASK, I sent them an email with the following content: "Name: ANTONIO MORENO SOLER
CategoryModel: deposit/withdrawal
Message:
First of all, I apologize again because I used the wrong email address when writing the message. That said, I will now rewrite the message.
Good morning.
The reason for contacting you is my concern about the delay in processing my pending withdrawals via bank transfer. When I connect to the chat, the response is always the same: they are being processed. I would appreciate it if my withdrawals could be processed. All the reviews I've seen give you very good credibility regarding fast withdrawals, and I can confirm this because my previous card withdrawals were fast. However, this time I don't know why it's taking so long to process. Thank you very much for reading, and I wish the team a happy new year."
Their response was the following: "Hi!
Dear player,
Please note that our team is still reviewing the details of Your withdrawal request is being reviewed, and we are working diligently to ensure everything is in order.
We appreciate your patience and understanding during this time. We assure you that we will process your request as soon as the review is complete.
If you have any questions or need further assistance, please do not hesitate to contact us.
Sincerely, Casino Support Team
I don't understand what you are reviewing if all the documents are approved.
Hello again, I just received this email: "Hello Antonio Moreno Soler! We are pleased to inform you that your immediate payment request has been approved on our end. Once the payment provider processes the transaction, you will receive the funds in your payment account." Once the funds are in my account, I will report it and the complaint can be closed.
Thanks ASKgamblers and DragonSLOTS
prueba del email
Good morning ASK and DragoSLOTS.
This complaint can be considered closed. The casino has responded and I have the funds back in my account. It has been resolved.
Thank you both.
AskGamblers
Dear all,
As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.
We thank both parties for their assistance during the complaint process.
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