The player from Germany filed a complaint against Dragonia Casino, alleging that his self-exclusion request had been ignored for several days while he continued to receive promotional offers and was allowed to deposit €570. He sought to correct the self-exclusion start date, receive a refund for the deposits made after his request, and obtain confirmation of the ADR entity. After reviewing the evidence, we concluded that his first message had only asked for a six-month break because he was spending too much money, which was treated as an ordinary account closure rather than self-exclusion. We noted that he had explicitly mentioned a gambling problem only later, and the casino had closed his account within a reasonable timeframe after that disclosure. For this reason, we rejected the complaint and did not request a refund of the winnings lost after the initial closure request.
Dragonia Casino - Player's account is closed after self-exclusion request.
Other
Amount: €570
Dragonia Casino
Safety Index 8.0 HighCase summary
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Dear Marceloa1990,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:
Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.
On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).
Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at karla.m@casino.guru.
Thank you very much for your cooperation.
Karla M.
Dear Marceloa1990,
Thank you very much for your patience and for providing the relevant screenshots and correspondence.
After carefully reviewing the available evidence, we have concluded that we are unable to proceed with your complaint.
Your initial request, submitted on September 10, stated that you wished to take a six-month break from gambling because you were spending too much money. Although you mentioned excessive spending, you did not explicitly disclose a gambling addiction or clearly explain that you were experiencing difficulties controlling your gambling.
Based on the correspondence provided, you explicitly informed the casino about your gambling problem on September 15. The casino subsequently confirmed the closure of your account on September 16, which we consider a reasonable timeframe following your explicit disclosure.
Under these circumstances, we do not have sufficient grounds to request a refund of the deposits following your initial account closure request.
For these reasons, we will reject your complaint.
I understand that this is not the outcome you were hoping for, and I sincerely regret that we cannot assist you further in this matter.
Thank you for your understanding.
Best regards,
Karla M.
