The player from Germany has her account closed after making a €1,000 deposit at Drakaris Casino, with no chance to play or use the welcome bonus. Despite multiple requests for a refund of her deposit, her inquiries are ignored, and she is not provided with a clear reason for the closure.
Drakaris Casino - Player's account has been closed after deposit.
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Current status
Waiting for Casino Guru to reply
3d 6h 43m 8s
Drakaris Casino
Safety Index 3.2 Very lowCase summary
Discussion
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Public
6 days ago
Translation
Hello,
I would like to file a complaint against Drakaris Casino.
I registered at the casino, selected the 100% welcome bonus up to €1000 and then deposited €1000 of real money via MiFinity.
Immediately after completing the deposit, I was automatically logged out of my account. When I tried to log back in, I received a message that my account had been deactivated.
I immediately contacted live chat and asked for the reason. I was repeatedly told that management had decided to permanently close my account because I had allegedly violated the terms and conditions.
This explanation is completely incomprehensible to me, as I haven't even had the opportunity to start a game. I have:
not a single spin was performed
not a single bet placed,
have not even received or used the welcome bonus,
and are unable to perform any further activity after making the deposit.
I therefore repeatedly contacted support and requested a refund of my €1,000 deposit. However, this request was completely ignored. Instead, I was repeatedly informed that my account would remain permanently closed.
Furthermore, I was not informed which specific provision of the terms and conditions I was alleged to have violated.
I have secured the following evidence:
- Confirmation of my €1,000 deposit via MiFinity,
-Email confirming successful deposit,
-Screenshot of account deactivation,
-Screenshot of the offered welcome bonus,
-complete history of the live chat.
I therefore ask Casino Guru for support.
I would particularly like to have clarified,
which specific provision of the terms and conditions I am supposed to have violated, even though I haven't even been able to play yet, and
Why is the casino withholding my €1,000 deposit even though my account was deactivated immediately after the deposit and I had no gaming activity?
I request a full refund of my deposit to the original payment method.
(Further documents are attached)
Thank you for your support.
Automatic translation:
Public
Public
4 days 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.
Public
Public
4 days ago
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.
- Is there a possibility that you have opened multiple accounts at this casino?
- Have you used a payment method that is registered in your own name?
- Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
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
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
