Drakaris Casino - Player’s account has been closed.

Hello

I opened an account with Drakaris Casino on Aug 13th, within a 3 hour time frame I deposited $100 seven times. On my last deposit I was winning which I believe was $380. My account was abruptly disabled without any explanation. After 2 days I received a response that the relevant department was looking into it but have heard nothing else.

Thank you

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila

I was playing slots, I had not submitted any documents for verification sometimes I have found its not required. Im not sure if this is the case as i didnt get the chance. I was not playing any bonuses.

Thank you

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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, Igor (igor.p@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,

Attila

Dear Charliejoe1234,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Drakaris Casino Casino and I hope that together we will come to a successful resolution of your issue.

I will now try to contact a Drakaris Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Drakaris Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Dear Igor and Charliejoe1234,

Thank you for bringing this case to our attention.

We have now reviewed the player's account and can provide an update.

The account was automatically restricted by the platform's responsible gambling controls. Following our internal review, the restriction will remain in place and the account will not be reopened.

However, we would like to make clear that we have no intention of retaining funds that should be returned to the player. Our Customer Support team has already contacted the player directly and requested the necessary verification documents so that we can complete the verification process and proceed with the refund.

At present, we are still awaiting the player's response and the requested documents. Once these are received and the required verification is completed, we will be able to proceed with the refund accordingly.

We would therefore kindly ask the player to respond to the communication already sent by our Customer Support team and provide the requested documentation.

Kind regards,

Drakaris Casino Team

Dear Drakaris Casino

I have sent the requested documents again, i have added Igor. Im not sure if im receiving your emails as that was the last communication I had from the casino. Please let me know if you received them or if I need to semd more info. I have blocked many gambling sites so all communications may have to go through this thread.

Thank you

Dear Drakaris Casino,

The player has now resent the requested verification documents and payment details to your support address, with me copied into the correspondence. Could you please confirm that everything required has been received and provide an update on the verification and refund status, including the expected completion timeframe?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Igor

I have received the refund, thank you for your help with this case.

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

Dear Charliejoe1234,

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,

Igor