The player from Greece's account was closed without explanation since the end of January. He had submitted the required verification documents but had not received any updates after waiting for over a month. The player had €419 in winnings from sports betting without any active bonuses before losing access to his account. The complaint was closed by the Complaints Team because the casino likely detected suspicious activity, but the team lacked sufficient expertise to evaluate the case or the casino's investigation.
Dragonia Casino - Player's account is closed and verification is delayed.
Closed
Our verdict
Other
Amount: €419
Dragonia Casino
Safety Index 8.0 HighCase summary
Discussion
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3 months ago
They closed my account without explanation qat the end of January.
They asked me for some documents for verification and I have sent them all but nothing happened.
They say that I have to wait to check my documents but this "check" lasts more than a month.
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3 months 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.
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3 months 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?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you had €419 (dispute value) in your casino account before you lost access to it?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 months ago
Translation
Hello.
I played sports betting,
I had 419 before I lost access.
I haven't received any bonuses.
Automatic translation:
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3 months ago
Thank you for your reply, Nikosav. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
