The player from Germany files a complaint against Dragonia Casino, alleging that his self-exclusion request was ignored for several days while he continued to receive promotional offers and was allowed to deposit €570. He seeks to correct the self-exclusion start date, receive a refund for the deposits made after his request, and confirmation of the ADR entity.
Dragonia Casino - Player's account is closed after self-exclusion request.
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Dragonia Casino
Safety Index 8.0 HighCase summary
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22 hours ago
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22 hours ago
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.
