Dragonia Casino - Player’s account has been closed without explanation.

Salve, ho effettuato diversi giorni fa un prelievo di 183€ il giorno dopo ho notato che mi è stato annullato e mi hanno chiuso l’account "per decisione amministrativa", senza che io abbia fatto nulla, ho semplicemente depositato e vinto. Mi hanno detto di scrivergli un’e-mail ma non mi hanno mai risposto e dal supporto in live chat non sanno dirmi nient’altro oltre che il conto è chiuso così come i 183€ li hanno presi loro.

Ripeto, non ho fatto assolutamente nulla di sbagliato, ho depositato e vinto, semplicemente si rifiutano di pagare e quindi dicono "chiuso per decisione amministrativa" spero possiate aiutarmi, grazie.

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.

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.

• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

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

• Non mi è stata richiesta nessuna verifica KYC.
• Ho giocato solo alla Roulette Live.
• Non ho mai utilizzato bonus, solo denaro reale.

Grazie.

Dear Rudine

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, Martin (martin.l@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

Hello Rudine,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Dragonia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? Thank you in advance for providing us with your view of the issue.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rudine,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin

We’ve reopened this complaint at the request of Rudine. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

as the player has informed us the issue has not yet been resolved, would you please address this complaint? Why was the user's account blocked? Thank you in advance for providing us with your view of the issue.

Dear All,

Thank you for your reply.

We would kindly like to apologize for the delay of our reply.

We are currently following up on the case and will contact you as soon as possible with further informtion and updates.

We thank you for your understanding and patience.

Kind regards,

Dragonia Casino

Va bene, grazie, attendo una vostra risposta. Ripeto: ho depositato il mio denaro reale, non ho accettato né bonus né quant’altro, ho giocato solo alla Roulette Live ed ho fatto per la prima volta (ho sempre perso) una misera vincita di 183€ e ho chiesto il prelievo e mi avete chiuso il conto.

Spero possiate mettervi una mano sulla coscienza e pagarmi la vincita perché per voi che siete un grande Casinò non è nulla, mentre per me è tanto, considerando le numerose perdite, grazie.

Dear Casinoguru/Martin,

Thank you for your patience.

We would like to inform you that we have sent a detailed email regarding this case to your official contact address. This email contains all the necessary information and evidence for your review.

We kindly ask you to check your inbox and follow up accordingly.

Best regards,

Dragonia Casino Team

Ciao Martin, è possibile sapere cosa ti hanno riferito?

È assurdo tutto ciò, sono curioso di sapere cosa si sono inventati, oltre a non inviare neanche a me le "prove necessarie" dato che sono il proprietario dell’account.

@Martin è possibile ricevere le prove e la comunicazione che Dragonia Casino vi ha inviato per e-mail? Grazie.

Dear Rudine,

unfortunately, I am unable to send the evidence to you, as similar reports are always confidential. I understand this is always frustrating from the player's point of view, but by sharing such reports, the casino would risk compromising its fraud-prevention measures. In the meantime could you please provide me with the nickname you have used in the casino? I will of course keep this info sensitive as well.

Dear casino representative,

I have sent you an additional email.

Dear Rudine,

thank you for your patience, the discussions are still ongoing.

Dear casino representative,

I have sent you another email.

Grazie per gli aggiornamenti @Martin , non è proprio possibile sapere cosa si stanno inventando pur di non pagarmi una cifra così misera per loro?

Trovo tutto ciò assurdo… io effettuo il deposito, vinco alla Roulette Live e non vogliono pagarmi… sono da segnalare alle sedi opportune per farli chiudere o indagare sui loro modi di agire perché sicuramente nascondono qualcosa, specialmente nei loro comportamenti nell’effettuare quei pochi pagamenti che effettuano a poche persone e sul perché ci mettono così tanto tempo nell’elargirli… chissà cosa c’è dietro questo schema Ponzi…

Dear Martin,

Thank you for your message.

We have already replied to your email; please check your inbox and review the information provided.

Best regards,

Dragonia Casino Team

Dear casino representative,

thank you for the additional clarification.

Dear Rudine,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to another account, created or accessed from the same device or location. On top of this, there is undisputable evidence of collusion between these accounts. In such cases, the casino's terms and principles of fair play are breached and we are unable to rule in your favor.

Thank you for your understanding

Martin