Dragonia Casino - Player’s account has been closed.

Salve, ho un account su questo casino che mi è stato bloccato senza motivo, ho circa 950 euro dentro (non ricordo la cifra esatta) e vorrei che il saldo residuo mi venga rimborsato anche se il casino non mi vuole piu come cliente.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the reasons for account closure and withholding of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Ciao Tomas,

• ho aperto il conto il 18 Agosto ed è stato bloccato il 19 Agosto
• ho scoperto che il conto era bloccato poiché improvvisamente non potevo piu accedere
• ho giocato esclusivamente alle slot machine
• ho raggiunto il mio saldo sia usando il bonus di benvenuto e sia giocando il mio saldo reale
• il casino non ha inviato nessuna comunicazione riguardo al blocco del mio account

Thanks for the explanation.

• Could you please share with me any evidence of the incident? Send screenshots of the error you receive when trying to log in to your account, and any attempts to contact the casino and support's replies. Send the information to my email at tomas@casino.guru.

Looking forward to your reply.

Ciao, quando provo ad accedere al casino ricevo questo errore:

Ed ecco lo screenshot dell'email inviata al casino:

A cui non ho ancora ricevuto risposta.

Dear rag774,

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, Mirka (miroslava.d@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,

Tomas

Dear rag774,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Dragonia Casino representative to join this conversation.

Dear Dragonia Casino,

Could you please provide clarification regarding this case?

If any funds are being withheld, please provide the applicable reason and supporting account, bonus, or gameplay records. Sensitive records may be sent to me privately at miroslava.d@casino.guru.

Thank you.