Dragonia Casino - A conta do jogador foi encerrada.

Hi, this morning my account at this casino was blocked without any reason in my opinion, therefore I request a refund of the funds on it back

salve stamattina presto il mio conto su questo casinò e stato bloccato senza moltivo a mio avviso, pertanto richiedo il rimborso dei fondi presenti su di esso indietro

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

1. I have only played slot machines, I have NEVER placed sports bets or played at the live casino.
2. The casino never asked me for KYC verification.
3. I have won with both real money and bonus money

I await your reply,

Best regards,

[Edited]

Ciao attila,

1. Ho solo giocato alle slot machine, non ho MAI effettuato ne scommesse sportive ne giocato al casinò live
2. La verifia KYC non mi è stata mai chiesta dal casinò
3. Ho vinto sia con soldi reali che con soldi bonus

Resto in attesa di una vostra risposta,

Distinti saluti,

[Redacted]

Dear Bastja,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

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, Michal (michal.k@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,

Attila

Hello Bastja,

Its Michal again. I have taken over this complaint as well. I have reviewed the case, and I will contact the casino to obtain further clarification and evidence regarding the circumstances and see how I can assist in resolving the matter.

I would also like to invite Dragonia Casino to join the discussion.

Dear Dragonia Casino,

Kindly provide any evidence supporting the alleged violation(s) of your Terms and Conditions that the player is accused of committing.

You may provide the relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance for your cooperation.

Dear All,

Thank you for bringing this matter to our attention.

We are writing to let you know that we are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.

We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.

Best regards,

Dragonia Casino Team

Dear Dragonia Casino Team,

I look forward to receiving the information and supporting evidence you can provide, which should enable me to conduct an independent assessment of the matter.

Dear All,

Following a review with the relevant department regarding the account in question, we can officially confirm that the player's account has been permanently closed. This action was taken in accordance with Sections 7.19 and 7.20 from our Terms & Conditions.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

7.19 It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:

*any and all minimum risk strategies, for example, low risk roulette bet (any bet spread combination on roulette games covering 24 (twenty-four) or more of the 37 (thirty-seven) unique spots on the table).

*placing individual bet amounts greater than 100 EUR / 450 PLN / 1 000 NOK / 150 AUD / 600 BRL / 150 CAD / CHF 110 / 85,000 CLP / 2 500 CZK / 40.000 HUF / 200 NZD / 500 PEN / 100 USD before wagering is met.

*moving from low weighted or un-weighted games (in the context of contribution to wagering requirements) to a high weighted game after large wins for the purpose of clearing wagering requirements.

*from high risk betting to low risk betting after a big win, for the purposes of clearing wagering requirements.

*two-tier betting.

*playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit.

*other strategies, taking advantage of any software, bug or failure, or participating in any form of activity that we, in our sole and absolute discretion, deem to be abusive.

7.20 If you engage in any promotion abuse, fraud, or manipulation this shall be considered as a breach of the Terms. In such cases, and in addition to other remedies available to us, we reserve the right to void all promotions you participated in, void and confiscate all the winnings derived therefrom, and prevent your participation in future promotions.

Thank you for your understanding.

Kind regards,

Dragonia Casino Team

Dear Dragonia Casino,

Thank you for your response. I have sent you an email with further details and look forward to your reply at your earliest convenience.

Dear Michal,

We attempted to locate the previous email you mentioned, but unfortunately, we were unable to find it in our system.

To ensure we move forward without delay, we have sent a new email to your inbox containing relevant details. Please review it at your earliest convenience and let us know if you receive it.

Thank you for your time and assistance.

Best regards,

Dragonia Casino Team

Dear Dragonia Casino Team,

Thank you for your response. Upon checking my email folders, I discovered that the message I intended to send on August 28 remained in my Outbox and was therefore not delivered.

I have received your email and will respond later today. I apologize for the inconvenience.

Dear Michal,

We have replied to your email - please check your inbox containing relevant details. Please review it and let us know if you receive it.

Thank you for your time and assistance.

Best regards,

Dragonia Casino Team

Thank you, Dragonia Casino Team, for providing the requested information and supporting evidence.

Dear Bastja,

I have completed a thorough assessment of the case, including the records and detailed betting history supplied by the casino.

The evidence clearly establishes that your betting activity followed a deliberate, systematic and repeatedly applied pattern corresponding to the prohibited strategy identified by the casino. The consistency of this conduct leaves no reasonable basis for treating it as accidental, isolated or coincidental.

Moreover, essentially the same activity was identified at several other casinos where you subsequently filed complaints through our platform. This further demonstrates that the disputed gameplay formed part of an intentional and established approach rather than an unintended breach.

The evidence also confirms that promotional bonuses were active and used in connection with this strategy. This directly contradicts your statement that you had not claimed or participated in any promotions.

Based on the complete evidence, the violation of the casino’s bonus conditions has been conclusively demonstrated. The casino was therefore entitled to take action under the Terms and Conditions you accepted when creating and using your account.

The complaint will therefore be closed as Rejected – Unjustified.

For the future, you are expected to review and comply with all applicable bonus conditions before participating in any promotion. Deliberately using prohibited strategies carries foreseeable consequences, including the forfeiture of associated winnings and the restriction or permanent closure of the account.

Casinos are entitled to take proportionate measures against deliberate and substantiated bonus abuse, and players are equally responsible for complying with the rules they agree to follow.

Best regards,

Michal

Casino Guru