Dragonia Casino - A conta do jogador foi encerrada.

Hi, I have an account at this casino that was blocked for no reason. I have about €950 in it (I don't remember the exact amount) and I would like the remaining balance refunded even though the casino no longer wants me as a customer.

Salve, ho un account su questo casino che mi è stato bloccato senza motivo, ho circa 950 euro dentro (non ricordo la cifra esatta) e vorrei che il saldo residuo mi venga rimborsato anche se il casino non mi vuole piu come cliente.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasons for account closure and withholding of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

• I opened the account on August 18th and it was blocked on August 19th
• I discovered that the account was blocked as I suddenly could no longer log in
• I played exclusively on slot machines
• I reached my balance both by using the welcome bonus and by playing my real balance
• The casino did not send any communication regarding the blocking of my account

Ciao Tomas,

• ho aperto il conto il 18 Agosto ed è stato bloccato il 19 Agosto
• ho scoperto che il conto era bloccato poiché improvvisamente non potevo piu accedere
• ho giocato esclusivamente alle slot machine
• ho raggiunto il mio saldo sia usando il bonus di benvenuto e sia giocando il mio saldo reale
• il casino non ha inviato nessuna comunicazione riguardo al blocco del mio account

Thanks for the explanation.

• Could you please share with me any evidence of the incident? Send screenshots of the error you receive when trying to log in to your account, and any attempts to contact the casino and support's replies. Send the information to my email at tomas@casino.guru.

Looking forward to your reply.

Hi, when I try to access the casino I get this error:

And here's a screenshot of the email sent to the casino:

To which I have not yet received a response.

Ciao, quando provo ad accedere al casino ricevo questo errore:

Ed ecco lo screenshot dell'email inviata al casino:

A cui non ho ancora ricevuto risposta.

Dear rag774,

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, Mirka (miroslava.d@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,

Tomas

Dear rag774,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Dragonia Casino representative to join this conversation.

Dear Dragonia Casino,

Could you please provide clarification regarding this case?

If any funds are being withheld, please provide the applicable reason and supporting account, bonus, or gameplay records. Sensitive records may be sent to me privately at miroslava.d@casino.guru.

Thank you.

Dear rag774,

Thank you for reaching out to us and bringing this issue to our attention. 

We are currently checking the details with the relevant department and will get back to you with an update as soon as possible. Thank you for your patience in the meantime.

Best regards,

Dragonia Casino Team

Dear Dragonia Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence at your earliest convenience. Thank you for your attention to this matter.

We are extending the timer by 7 days. If the casino fails to provide sufficient cooperation in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

We have sent you an email containing the detailed information and evidence regarding this case.

Please review the email at your earliest convenience, and let us know if you require any further information.

Kind regards,

Dragonia Casino Team

Dear rag774,

After carefully reviewing all the information and evidence provided, we have reasonable grounds to conclude that you created and used multiple accounts at Dragonia Casino. You also confirmed that you claimed the welcome bonus on the disputed account.

Creating multiple accounts is prohibited by the casino’s Terms and Conditions and is also inconsistent with our Fair Gambling Codex, which recognizes the player’s responsibility to avoid registering more than one account at the same casino.

Under these circumstances, the casino was entitled to close the duplicate account and void the associated winnings. I am therefore rejecting and closing this complaint as unjustified.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka