Casino Royal Dragon - Player's withdrawal request rejected due to bonus terms dispute.

Dear livsdad2020,

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.

• Can you confirm if you were notified about the specific bonus rule that was violated?
• Have you made any real-money deposits between redeeming the free bonuses?

Nonetheless, I've reviewed the overall bonus terms and conditions and couldn't find any indication that redeeming consecutive free bonuses is prohibited.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, and all those on the Casino Guru team. To answer your question if I was notified the answer is no. I was NOT notified of any misuse of bonus promo codes. After attempting to request real balance withdrawal I was denied and given that excuse as the reason why. Furthermore, I know from experience that any attempt to use a code that does NOT follow there guidelines, is rejected immediately. After the withdrawal request, I was asked to upload documents for identification purposes, and received notice that the verification needed to be processed manually (I'm guessing it's normally automatically computer processed), that's when I contacted support to check the status of the verification, just to be told I couldn't receive the funds.

Thank you very much, livsdad2020, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you livsdad2020 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Royal Dragon for their help in resolving this complaint. We would like to know why the player is unable to withdraw their winnings and what can we do to help resolve this issue.

Thank you!

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.

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. The casino supposedly operates under a Curacao licence but we're unable to verify which. If you'd like I can provide you with the contact to all 4 of them.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter