Drakaris Casino - A conta do jogador foi encerrada após o depósito.

Hello,

I would like to file a complaint against Drakaris Casino.

I registered at the casino, selected the 100% welcome bonus up to €1000 and then deposited €1000 of real money via MiFinity.

Immediately after completing the deposit, I was automatically logged out of my account. When I tried to log back in, I received a message that my account had been deactivated.

I immediately contacted live chat and asked for the reason. I was repeatedly told that management had decided to permanently close my account because I had allegedly violated the terms and conditions.

This explanation is completely incomprehensible to me, as I haven't even had the opportunity to start a game. I have:

not a single spin was performed

not a single bet placed,

have not even received or used the welcome bonus,

and are unable to perform any further activity after making the deposit.

I therefore repeatedly contacted support and requested a refund of my €1,000 deposit. However, this request was completely ignored. Instead, I was repeatedly informed that my account would remain permanently closed.

Furthermore, I was not informed which specific provision of the terms and conditions I was alleged to have violated.

I have secured the following evidence:

- Confirmation of my €1,000 deposit via MiFinity,

-Email confirming successful deposit,

-Screenshot of account deactivation,

-Screenshot of the offered welcome bonus,

-complete history of the live chat.

I therefore ask Casino Guru for support.

I would particularly like to have clarified,

which specific provision of the terms and conditions I am supposed to have violated, even though I haven't even been able to play yet, and

Why is the casino withholding my €1,000 deposit even though my account was deactivated immediately after the deposit and I had no gaming activity?

I request a full refund of my deposit to the original payment method.

(Further documents are attached)

Thank you for your support.

Hallo,

ich möchte eine Beschwerde gegen das Drakaris Casino einreichen.

Ich habe mich im Casino registriert, den Willkommensbonus 100% bis zu 1000€ ausgewählt und anschließend 1.000 € Echtgeld über MiFinity eingezahlt.

Unmittelbar nach Abschluss der Einzahlung wurde ich automatisch aus meinem Konto ausgeloggt. Als ich mich wieder anmelden wollte, erhielt ich die Meldung, dass mein Konto deaktiviert wurde.

Ich habe sofort den Live-Chat kontaktiert und nach dem Grund gefragt. Dort wurde mir mehrfach mitgeteilt, dass die Geschäftsleitung entschieden habe, mein Konto dauerhaft zu schließen, da ich angeblich gegen die Allgemeinen Geschäftsbedingungen verstoßen hätte.

Diese Begründung ist für mich jedoch völlig unverständlich, da ich noch nicht einmal die Möglichkeit hatte, ein Spiel zu starten. Ich habe:

keinen einzigen Spin durchgeführt,

keine einzige Wette platziert,

den Willkommensbonus noch nicht einmal erhalten oder genutzt,

und nach der Einzahlung keinerlei Aktivität mehr ausführen können.

Ich habe den Support deshalb mehrfach darauf hingewiesen und um die Rückzahlung meiner 1.000 € Einzahlung gebeten. Auf diese Forderung wurde jedoch überhaupt nicht eingegangen. Stattdessen wurde mir lediglich mehrfach mitgeteilt, dass mein Konto dauerhaft geschlossen bleibt.

Mir wurde außerdem nicht mitgeteilt, gegen welche konkrete Bestimmung der AGB ich angeblich verstoßen haben soll.

Ich habe folgende Nachweise gesichert:

-Zahlungsbestätigung meiner 1.000 € Einzahlung über MiFinity,

-E-Mail über die erfolgreiche Einzahlung,

-Screenshot der Kontodeaktivierung,

-Screenshot des angebotenen Willkommensbonus,

-vollständigen Verlauf des Live-Chats.

Ich bitte Casino Guru daher um Unterstützung.

Ich möchte insbesondere geklärt haben,

gegen welche konkrete Bestimmung der AGB ich verstoßen haben soll, obwohl ich noch gar nicht spielen konnte, und

warum das Casino meine Einzahlung von 1.000 € einbehält, obwohl mein Konto unmittelbar nach der Einzahlung deaktiviert wurde und ich keinerlei Spielaktivität hatte.

Ich fordere die vollständige Rückerstattung meiner Einzahlung auf die ursprüngliche Zahlungsmethode.

(weitere Dokumente befinden sich im Anhang)

Vielen Dank für Ihre Unterstützung.

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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.

• Is there a possibility that you have opened multiple accounts at this casino?
• Have you used a payment method that is registered in your own name?
• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?

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,

Thank you for your feedback.

I will gladly answer your questions:

As far as I know, I haven't opened another account with this casino. Unfortunately, the casino didn't tell me the specific reason why my account was deactivated. Therefore, I can only answer this to the best of my knowledge, and I consider it extremely unlikely that another account already exists in my name.

Yes, the payment method used is registered in my name.

No, I can rule out the possibility that someone from my household or someone using the same IP address has also created an account at this casino.

I hope this information is helpful. I would also be very grateful if you could ask the casino to provide me with the specific reason for the account suspension. To date, I have only been told in general terms that I violated the terms and conditions, without any explanation of which specific rule I supposedly broke. Since my account was deactivated immediately after depositing €1,000, and I didn't even have the opportunity to start a game or use the bonus, I cannot understand this.

Thank you for your support.

Hallo Attila,

vielen Dank für Ihre Rückmeldung.

Gerne beantworte ich Ihre Fragen:

Soweit ich weiß, habe ich kein weiteres Konto bei diesem Casino eröffnet. Mir wurde vom Casino leider auch nicht mitgeteilt, aus welchem konkreten Grund mein Konto deaktiviert wurde. Daher kann ich dies nur nach bestem Wissen beantworten und halte es für äußerst unwahrscheinlich, dass bereits ein weiteres Konto auf meinen Namen existiert.

Ja, die verwendete Zahlungsmethode ist auf meinen Namen registriert.

Nein, ich kann ausschließen, dass jemand aus meinem Haushalt oder jemand, der dieselbe IP-Adresse nutzt, ebenfalls ein Konto bei diesem Casino erstellt hat.

Ich hoffe, diese Informationen helfen Ihnen weiter. Ich wäre Ihnen sehr dankbar, wenn Sie das Casino außerdem bitten könnten, mir den konkreten Grund für die Kontosperrung mitzuteilen. Bis heute wurde mir lediglich pauschal mitgeteilt, ich hätte gegen die Geschäftsbedingungen verstoßen, ohne dass mir erklärt wurde, welche konkrete Regel ich angeblich verletzt haben soll. Da mein Konto unmittelbar nach der Einzahlung von 1.000 € deaktiviert wurde und ich noch nicht einmal die Möglichkeit hatte, ein Spiel zu starten oder den Bonus zu nutzen, kann ich dies nicht nachvollziehen.

Vielen Dank für Ihre Unterstützung.

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

Dear Ninosch,

It's Michal again. I have taken over this complaint.

While it is common for casinos to reserve the right to refuse to offer their services to any individual at their own discretion, it is indeed very unusual to accuse a player of violating the rules when, as you stated, no gameplay or other activity had taken place.

At this stage, the withholding of your deposit does seem to be unfair based on the information currently available.

I would therefore like to invite Drakaris Casino to join the conversation and provide clarification regarding the situation.

Dear Drakaris Casino Team,

I kindly request clarification regarding the reason for withholding the player's deposit, given that the player did not have an opportunity to use your services or engage in any gameplay.

While it is common for casinos to reserve the right to refuse service to an individual at their discretion, any outstanding financial obligations, including the return of a player's deposited funds, should generally be settled before the account is closed.

Additionally, I would appreciate your clarification and any supporting evidence regarding the alleged violation of your rules that the player is accused of. As the player has stated, they were unable to perform any further activity after making the deposit — not a single spin was made, no bets were placed, and the welcome bonus was neither received nor used.

Given these circumstances, I would appreciate an explanation of what specific rule was allegedly violated and how the player's actions constituted such a violation, particularly considering that no gameplay took place.

I look forward to your clarification and any relevant evidence you can provide.

If there are any relevant details or circumstances surrounding this case that maybe cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ninosch,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, as per the casinos T&Cs section 15. COMPLAINTS I recommend you contact EGIS – an alternative dispute resolution service (https://egis.io/) and submit a complaint to them via email disputes@egis-adr.com. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Tobique Gaming Commission itself.

To do this, please go to the casino's website and look for the Tobique Gaming Commission logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how the ADR responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Drakaris Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from Drakaris Casino Team:

Dear Michal and Ninosch,

Thank you for your patience.

We have now reviewed this case internally and would like to provide an update.

The player's account was automatically blocked by our security system shortly after the deposit was made. Having reviewed the circumstances, including the fact that there was no subsequent gameplay or bonus activity on the account, we have decided to refund the player's €1,000 deposit in full.

Our team has already contacted the player directly to clarify the appropriate payment method/details required to process the refund.

Once the necessary information has been received from the player, we will proceed with the payment.

We apologise for the delay in addressing this case and appreciate Casino Guru bringing it to our attention.

Kind regards,

Drakaris Casino Team

The money has now arrived in full. Thank you very much.

I find it regrettable that the issue was only resolved and a refund issued after the case was escalated via Casino Guru. Therefore, I cannot give an entirely positive review of the casino.

Since my deposit of €1,000 has now been fully refunded, I consider the matter resolved.

Many thanks to Casino Guru for their support and mediation.

Das Geld ist inzwischen vollständig bei mir angekommen. Vielen Dank dafür.

Schade finde ich allerdings, dass eine Klärung bzw. Rückerstattung erst erfolgt ist, nachdem der Fall über Casino Guru eskaliert wurde. Aus diesem Grund kann ich leider keine uneingeschränkt positive Erfahrung mit dem Casino festhalten.

Da meine Einzahlung von 1.000 € nun vollständig zurückerstattet wurde, betrachte ich den Fall für mich als gelöst.

Vielen Dank an Casino Guru für die Unterstützung und Vermittlung.

Dear Ninoch,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your deposit back. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru