The player from Germany won €35,000 but set a responsible gaming limit of €1 per month for both deposits and withdrawals, which was confirmed by the casino. Despite this limit, he lost the entire amount, raising concerns about violations of player protection guidelines.
Drakaris Casino - Player’s winnings are confiscated despite responsible gaming limit.
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Waiting for Casino Guru to reply
6d 22h 6m 48s
Drakaris Casino
Safety Index 3.2 Very lowCase summary
Discussion
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2 days ago
Translation
Dear Casino Guru,
I won €35,000 at this casino. I then set a responsible gaming limit of €1 per month for both deposits and withdrawals, received confirmation via email, and both have been active for days. Despite this, I still managed to lose the entire €35,000. This is a serious violation of player protection/terms and conditions and responsible gaming guidelines. I have secured all the evidence. Please help.
Automatic translation:
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3 hours 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 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the emails confirming that your wagering limit (Einsatzlimit) and loss limit (Verlustlimit) were activated, including the amounts and the dates when these limits became effective? My email address is veronika.f@casino.guru.
- When exactly were these limits activated, and when did you win and subsequently lose the €35,000? If possible, please provide your relevant game/balance history showing the activity that took place after the limits became active.
- Please also forward any subsequent email communication you had with the casino regarding these limits, particularly any messages in which you informed the casino that the limits had not worked as expected or asked them to investigate the issue.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
