The player from Italy is experiencing difficulties depositing funds in to his account after he withdrew the winnings. The complaint became ‘unresolved’ because the casino failed to reply.
Dragonara Casino - Player is struggling to deposit funds.
Black points: 11
Amount: ??
Dragonara Casino
Safety Index:Above averageSafety Index
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7.8
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
I made some nice slots winnings for a total of 1000 euros which I have been paid regularly on a credit card. But from the following day they no longer allowed me to top up my account. I turned to the assistance that promptly replied that they were working and implementing payment systems. Same request and same reply 3 times. I doubt the casino has stopped for over 15 days. They simply don't want me to play anymore.
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4 years ago
Dear Luca,
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. Have you received all your winnings? Which payment method you have tried to deposit funds in to your account? Were your depositing and withdrawing payment methods identical? Additionally, if there is any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. 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
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4 years ago
Translation
Good evening Petronela. Thanks for your feedback. Yes, I have received all the winnings. I was asked for verification documents and I was paid on time on the same prepaid credit card that I use to play. From the next day I was no longer able to make deposits in the sense that my account is active, but when I open the deposit page, it appears empty. Without any payment option. I send you the email you left above, the screen shot of the deposit page and the emails exchanged with the assistance of Dragonara. Thanks a lot again for your interest.
Luca
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4 years ago
Thank you very much Luca for providing all the necessary information and forwarding the email. I will now transfer your complaint to my colleague Peter 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.
I truly believe it’s only a matter of time before the casino will fix their issue with the payment gate.
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4 years ago
Hi Luca,
I read the emails you forwarded to us. It really looks like some sort of a technical problem to me. If the casino didn't want you to play, they would just block your account. I believe this will be solved soon, but I can contact the casino and ask what the issue is.
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4 years ago
Translation
Good morning Peter.
For curiosity and verification I opened a second account with fictitious data and I connected with VPN.
The deposits page was available and payment options were present.
This goes to support my theory.
You can try verifying it yourself.
Thank you and greetings
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4 years ago
Hi Luca, Thank you for the update. We would like to ask the Dragonara 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Translation
Hello Peter. I wait for any implications. Anyway thanks for your interest and for the courtesy.
Good day.
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4 years ago
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Hello Peter. Nothing new. I was hoping for you. Patience. It happens. Good evening.
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4 years ago
Hi Luca,
I still haven't heard from the casino. I tried to reach out to them by Skype and by email, I will look for a different email address and see if they respond. I will keep you updated.
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4 years ago
Hello Luca,
I'm afraid I can't get the casino to reply to your complaint. I tried different email addresses and Skype but, unfortunately, there is no response. There is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.
Best regards,
Peter
