Dracula Casino - Player’s self-exclusion request has been ignored.

Hi Casino Guru,

I, [name hidden by Casino Guru], am resident of Ontario, Canada opened an account at Dracula Casino on May 29, 2026 and requested self-exclusion on May 31, 2026 from gaming website Dracula Casino which is owned and operated by Softon LTD having registration number: HE 463977, registered address: Arch. Makariou lll, 64 Kaimakli, 1021, Nicosia, Cyprus. Dracula casino is licensed and regulated by the Government of the Autonomous Island of Anjouan, Union of Comoros and operates under License No. ALSI-202409012-FI1.

Unfortunately the Dracula Casino and its management think it's a joke when a player asks for self exclusion and they have ignored it. Moreover, they persuaded me to keep playing via their VIP manager. It was clearly mentioned in the attached email to self-exclude myself for life as I have gambling addiction but it was ignored by Dracula Casino and instead the VIP manager asked me to keep playing. I made additional deposits amounting CAD$10,929/- (Excel sheet attached with Transaction details) during June 13, 2026 to July 02, 2026 after the attached email request of self exclusion on May 31, 2026 and first deposit after self exclusion was on June 13, 2026.

I reached out to Dracula casino management and complaints department on July 02, 2026 and again asked them to self-exclude me but despite many emails till date July 15, 2026 10:29 PM GST neither my account was closed till July 16, 2026 nor they have replied to any email despite a support ticket ID 640122 was auto generated. (attached are emails from July 2 to July 26, 2026)

I would like to formally lodge a complaint against Dracula Casino and its owner company Softon Ltd for noncompliance to my self exclusion request and refund of deposits amounting CAD$10,929/- which I started making even after 13 days of self exclusion request. Finally my self-exclusion was recently processed on July 16, 2026 but I am still pursuing a refund of CAD$10,929 for which I would like Casino Guru to act as mediator as I have zero response from Dracula Casino on this matter. Moreover, I would strongly request to downgrade Dracula Casino rating and investigate this VIP Manager culture which works as a trap.

Thank you in advance.

Kind regards,

[name hidden by Casino Guru]

[phone number hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that your first self-exclusion requests, dated 31 May 2026, were sent as replies to your conversation with Zendesk support? Was the original message regarding your VIP status sent to you via the casino's live chat?
• Have you received any response to your three self-exclusion requests submitted on 31 May?
• Did you submit any additional tickets through the support section in your casino profile after realizing that your account had not been blocked?
• Did you request self-exclusion using a different casino email address, namely support@dracula.casino, which is listed as the contact email address on the casino's website?
• Have you received any responses from the casino regarding your self-exclusion requests? If so, please forward them to me at veronika.f@casino.guru. If possible, kindly send the original emails rather than screenshots.

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

Best regards,

Veronika

Hi Veronika,

Please have below response to your queries

1 - Yes, the initial self Exclusion emails were sent to support@draculacasino.zendesk.com and regarding VIP status the message came from same email address "support@draculacasino.zendesk.com" at May 29, 2026, 3:56 PM GMT+3, stating as Andréa as VIP Manager (Dracula Casino).

2 - I received ZERO/NIL response of my all emails of Self-exclusion, except one email from VIP manager email already attached.

3 - Yes, many emails sent to Support and other email IDs such as

complaints@dracula.casino, vip@dracula.casino, Kyc <kyc@dracula.casino>, softoncompany@gmail.com,

support@draculacasino.zendesk.com already attached copies of those. Many times there was no reply back email for generation of ticket ID but I received some auto generated ticket IDs 640122 & 654703 & 658070 but no response.

4 - Yes, Email sent same email support@dracula.casino and VIP manager Andrea replied to same Self Exclusion email giving her advice and VIP Cashback bonus. I even wrote to their KYC as they asked for verification of account with IDs, moreover wrote to Complaints email ID as well, along with Softon Limited gmail ID.

5- VIP Manager email has been sent to your eamil ID veronika.f@casino.guru

If you need any further information, please let me know.

Kind regards,

Abdul Q.

Thank you for your reply. Could you please forward me all the emails you sent to the casino requesting self-exclusion between 31 May and 9 July? We need evidence showing that you tried repeatedly to close your account, but that the casino failed to protect you.

Hi Veronika,

As requested, an email has been sent with attachments having emails sent for self-exclusion and follow ups from May 31 to July 13, 2026. I had zero response from Dracula Casino, seriously I have not seen such an unprofessional misconduct or shall I call it fraud/scam gaming operator.

Kind regards,

Abdul Q.

Dear lifewayz

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, Igor (igor.p@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,

Veronika

Dear lifewayz,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Dracula Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Dracula Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Dracula Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 lifewayz,

I have repeatedly tried to contact the Dracula Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA) also known as Anjouan Gaming by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in such situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in this article.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Igor