The player from Germany had 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 were ignored, and she was not provided with a clear reason for the closure. We asked the casino to clarify the alleged rule violation and to return her deposited funds, but no response was received. As a result, the complaint was closed as unresolved.
Drakaris Casino - Player's account has been closed after deposit.
Unresolved
Our verdict
No reaction
Black points: 555
Amount: €1,000
Drakaris Casino
Safety Index 3.2 Very lowCase summary
Discussion
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4 weeks 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:
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3 weeks 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 weeks 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
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3 weeks ago
TranslationHello Attila,
Thank you for your feedback.
I will gladly answer your questions:
As far as I know, I haven't opened another account with this casino. Unfortunately, the casino didn't tell me the specific reason why my account was deactivated. Therefore, I can only answer this to the best of my knowledge, and I consider it extremely unlikely that another account already exists in my name.
Yes, the payment method used is registered in my name.
No, I can rule out the possibility that someone from my household or someone using the same IP address has also created an account at this casino.
I hope this information is helpful. I would also be very grateful if you could ask the casino to provide me with the specific reason for the account suspension. To date, I have only been told in general terms that I violated the terms and conditions, without any explanation of which specific rule I supposedly broke. Since my account was deactivated immediately after depositing €1,000, and I didn't even have the opportunity to start a game or use the bonus, I cannot understand this.
Thank you for your support.
Automatic translation:
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2 weeks ago
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, Michal (michal.k@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
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2 weeks ago
Dear Ninosch,
It's Michal again. I have taken over this complaint.
While it is common for casinos to reserve the right to refuse to offer their services to any individual at their own discretion, it is indeed very unusual to accuse a player of violating the rules when, as you stated, no gameplay or other activity had taken place.
At this stage, the withholding of your deposit does seem to be unfair based on the information currently available.
I would therefore like to invite Drakaris Casino to join the conversation and provide clarification regarding the situation.
Dear Drakaris Casino Team,
I kindly request clarification regarding the reason for withholding the player's deposit, given that the player did not have an opportunity to use your services or engage in any gameplay.
While it is common for casinos to reserve the right to refuse service to an individual at their discretion, any outstanding financial obligations, including the return of a player's deposited funds, should generally be settled before the account is closed.
Additionally, I would appreciate your clarification and any supporting evidence regarding the alleged violation of your rules that the player is accused of. As the player has stated, they were unable to perform any further activity after making the deposit — not a single spin was made, no bets were placed, and the welcome bonus was neither received nor used.
Given these circumstances, I would appreciate an explanation of what specific rule was allegedly violated and how the player's actions constituted such a violation, particularly considering that no gameplay took place.
I look forward to your clarification and any relevant evidence you can provide.
If there are any relevant details or circumstances surrounding this case that maybe cannot be shared publicly, I would appreciate it if you could provide them directly to me at michal.k@casino.guru for independent review.
Thank you in advance.
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1 week ago
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.
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5 days ago
Dear Ninosch,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, as per the casinos T&Cs section 15. COMPLAINTS I recommend you contact EGIS – an alternative dispute resolution service (https://egis.io/) and submit a complaint to them via email disputes@egis-adr.com. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Tobique Gaming Commission itself.
To do this, please go to the casino's website and look for the Tobique Gaming Commission logo, usually placed somewhere at the front page. It should look something like this:
Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. I strongly recommend to file your complaint in English language as this is generally the main language used within the industry and any other languages might not be supported. You might find our article How to submit a complaint to a regulator | Casino Guru useful.
Please let me know how the ADR responded at michal.k@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
