Dragon's Gold Casino - Player’s winnings have been cancelled.

Hello. Please help in solving the problem that arose when trying to withdraw funds from the game account. At first, the casino did not allow withdrawing the won 40,000 hryvnias from the game account, because for some reason all the winnings were credited not to a real account, the money from which is available for withdrawal, but to a bonus one, although 70 free spins with a face value of 3 UAH were a bonus to the deposit. with the maximum allowable win x5 from the deposit that activates them (a deposit of 950 UAH was made on 04/13/23 at about 1 am, at about 2 am I already wrote to the support service regarding the problem) and none of these spins was used by me. The winnings were received exclusively not with bonus funds, but with deposit funds, which at the time of both the gaming session itself and the winnings as such were displayed on the main gaming account, and not on the bonus one. When asked why I can’t withdraw funds and why they are on the bonus account, the support service employee could not give an intelligible answer, ending the dialogue by forwarding my question to the relevant department, since they have not yet encountered similar situations and the answer to this I will receive the question in the morning of the same day in its first half. But neither in the morning, nor in the following days, I did not receive any answer, either by mail or to my personal account on the site. Deciding to wait a day or two, counting on the fact that my question was not forgotten and it would be resolved during this time, I did not show any gaming activity (after 13.04, one deposit was made on 26.04, when the 40,000 UAH won from the account had disappeared for a long time) and just waited for an answer from the relevant department. As a result, after a few days, the entire amount simply simply disappeared from the bonus account, never appearing on the main one, and I never received an answer. I have been using the account for more than a day (almost almost since the opening of the casino, probably since September last year), there were no violations of the rules on my part, there were no problems with repeated withdrawals of funds in the range from 1000 to 7000 UAH in the past. I understand that I will either not wait for adequate assistance from the support service, or I will seek it for an extremely long time and I really hope for your help in returning the winnings and crediting it to the main game account for further withdrawal.

Dear eqlibrist,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past? Was your account blocked or is it still accessible?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello. Thank you very much for accepting my complaint. Yes, I used the bonus offers of this casino before, both with and without deposits, but at the time of making the deposit that led to the win, I didn’t have a single active bonus, there was an amount close to zero on the game account. The account and means of payment were successfully verified on the first day of account creation. Access to the account is not blocked, actions on the site are also not limited, yesterday's deposit of UAH 300 was just to check this. I never received an answer from the casino, why the funds are not on the main, but on the bonus account, but when I noticed that the funds were gone from the balance, when I try to write to the support service, there are either always no free operators, or one who has joined the site operator, simply simply did not write a word. The answer from the profile department, to which the operator allegedly sent a request, and which I was supposed to receive on the same morning, I have not received exactly two weeks.

The only "advice" that I received from the operator and which I strongly doubted was "try to spin those 70 spins that we credited you for the deposit." And this advice was just a personal guess of the operator - "in theory, everything should return to normal"

Thank you very much, eqlibrist, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Once again, thank you very much, I will wait for news from your colleague. So far, he has not been in touch.

Dear eqlibrist,

From now on, I’ll be taking care of your complaint. I’ll contact the casino team to see if I can help.

I would like to invite the representatives of Dragon’s Gold Casino to join this conversation.

Dear Dragon’s Gold Casino,

Can you please clarify the situation? The relevant logs can be forwarded to andrej.p@casino.guru.

Dear eqlibrist,

We managed to get in touch with the casino team and were informed that the casino’s customer support had sent you a detailed description of the situation and provided an explanation of the matter (via e-mail I assume). Could you please let us know what was communicated to you?

Feel free to forward any relevant information to andrej.p@casino.guru.

Dear eqlibrist,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because eqlibrist has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.