The player from Italy has faced account suspension for nearly two months after winning money from slots, despite having around €500 remaining in his balance. He has made multiple inquiries to the casino for resolution but has only received generic responses asking for patience.
Dragonia Casino - Player’s account has been closed.
Opened
Current status
Waiting for Casino Guru to reply
6d 21h 2m 16s
Dragonia Casino
Safety Index:HighCase summary
Discussion
Public
Public
20 hours ago
Translation
Hi, I'm having a problem with this casino. After I won some money playing the Pragmatic and Hacksaw slots, they decided to suspend my account even though I still had funds in my Dragonia account.
My account was suspended on February 3rd, so we're talking about a problem that has been going on for almost 2 months now.
I've contacted them several times via email to recover my remaining balance (which I don't remember exactly how much it is, but I assume it's €500 because I can still see that amount on PlayID (a wallet connected to this casino).
Even though I have contacted the casino several times, I have not yet been able to resolve this issue, and all the casino's responses are limited to saying that I have to wait for my issue to be resolved.
This type of response is absolutely unacceptable as it has been more than 40 days now.
I demand that the casino finally pay my remaining balance so that this matter can be closed.
I hope you can help me.
Thank you
Automatic translation:
Public
Public
3 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 hours ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Had you completed verification before you lost access to the account?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
- Could you please let me know if the casino provided any specific reasons for the closure of your account?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
