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