The player from Portugal reported a violation of responsible gambling rules as he had been able to register and deposit money despite being self-excluded since 2022. After making two deposits and requesting a withdrawal, the casino canceled the withdrawal and required documentation that should have been requested at registration, which led him to lose his entire balance. He demanded an immediate refund of his €30 deposit. The Complaints Team concluded that the casino was not obligated to refund the player since he had not informed them of his gambling addiction prior to making the deposits. As the casino was not covered by the SRIJ self-exclusion scheme, the complaint was closed as rejected.
DragonSlots Casino - Player demands refund after self-exclusion violation.
Amount: €30
DragonSlots Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
DragonSlots Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Subject: Refund Request - Self-Exclusion Violation
Dear DragonSlot Team,
I am contacting you to report a serious violation of responsible gambling rules committed by your casino. I have been self-excluded since 2022 and yet I was able to register and deposit money on your platform.
I made two deposits totaling €30 and managed to increase the balance to €40, at which point I requested a withdrawal. However, instead of processing the request, you canceled the withdrawal and demanded documents that should have been requested at the time of registration, as required by the applicable regulations. As a result, I ended up losing my entire balance.
Since your casino allowed my registration and deposits even though I was self-excluded, you violated the rules of responsible gambling and the guidelines regulating the activity of betting operators. Furthermore, by canceling my withdrawal without valid justification, you have prevented me from withdrawing my available balance.
I therefore demand an immediate refund of the €30 deposited to my bank account.
If the amount is not returned promptly, I will be formalizing a complaint with the regulatory and other competent authorities.
I await your urgent response.
Yours sincerely,
Bruno C***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Dear brunomeirinhas,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
If the answers are Yes then you should consider using the "exclude yourself" option to prevent you from gambling at Dragonslots. You can always activate this feature by contacting customer support via live chat. If you are concerned about your loved ones who are playing at our casino and feel that they are losing control, do not hesitate to contact our friendly customer service team and we will do our best to find a solution. Our support service works all year round with no days off and can be always reached via live chat.
Could you please specify the reason for the self-exclusion? Please forward me the self-exclusion requests that you sent to the casino. My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
Public
Public
1 month ago
Translation
Send the email and this request should be updated to 45 euros
Automatic translation:
Public
Public
1 month ago
Translation
The casino's response clearly shows that they do not intend to comply with the law or responsible gambling policies.
Please note that your account was immediately closed as soon as you mentioned that you were having a gambling problem.
We would like to inform you that the player is aware of the fact that gambling on the site can lead to the loss of money. The Company is not responsible for any possible financial damage resulting from the use of the website.
Please note that information regarding the reimbursement of funds played will not be processed for funds played.
Please note that you have agreed to our Terms and Conditions by registering your account.
We are operating under Terms and Conditions which can be found here: https://dragonslots1.com/rules/terms-and-conditions
The decision has been taken by the casino management and is final.
Automatic translation:
Public
Public
1 month ago
Translation
The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.
Automatic translation:
Public
Public
1 month ago
Thank you for your reply, brunomeirinhas.
Unfortunately, SRIJ-issued self-exclusion will apply only to casinos licensed under that license. DragonSlots Casino is not licensed under SRIJ and, therefore, will not be part of the same self-exclusion scheme.
If you want to be protected in casinos not licensed in SRIJ, you'll need to request a self-exclusion due to gambling issues in every casino where you have an open account.
From our point of view, you are not eligible for a return of losses accrued before informing the casino about gambling problems.
- Do I understand correctly that you have not requested self-exclusion from DragonSlots Casino?
- Do you currently have access to your casino account?
Public
Public
1 month ago
Translation
Thank you for your reply. However, I would like to clarify a few crucial points about DragonSlots and reinforce that the €45 refund is due regardless of the license under which the casino operates.
1. DragonSlots violated international Responsible Gaming guidelines
Regardless of the jurisdiction under which it operates, DragonSlots has an obligation to follow international player protection principles, including:
Verifying identity before allowing deposits and bets, especially for self-excluded players.
Blocking access to players who report problem gambling and request self-exclusion.
Implementing effective preventative measures to prevent the exploitation of vulnerable players.
DragonSlots has failed in these obligations by allowing me to register, deposit and play, even though I have been self-excluded since 2022.
2. The request for self-exclusion does not exempt the casino from refunding the amounts deposited
The argument that "I'm not entitled to a refund because I requested self-exclusion after playing" is unfounded:
The operator's responsibility is to prevent self-excluded players from depositing and playing from the start.
If DragonSlots had complied with good Responsible Gaming practices, I would never have been able to create an account, deposit and play.
Other operators have already recognized this mistake and refunded in similar situations, demonstrating that this is the correct solution.
3. DragonSlots could face sanctions for these practices
DragonSlots operates under an international gaming license, which means it has regulatory obligations that require it to implement strict player protection measures. Failure to comply with these guidelines can result in sanctions, fines and even license revocation.
I have already reported this situation to the following bodies:
Curacao Gaming Control Board (CGCB) - Ongoing investigation into violation of Responsible Gaming principles.
Bank and EUPAGO (MBWay) - Request to contest payments processed improperly.
Media and consumer protection associations - Public exposure of the casino's irregular practices.
Conclusion - The 45€ Refund Must Be Made
DragonSlots accepted deposits and bets without complying with basic player protection obligations, allowing self-excluded access. Furthermore, as soon as I realized that the self-exclusion was not being respected, I immediately requested that the account be closed.
Given that the deposits were accepted irregularly and without respecting the rules of Responsible Gaming, I demand a full refund of €45.
I await your position on this request.
Automatic translation:
Public
Public
1 month ago
Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.
Public
Public
1 month ago
As I already explained, you are not entitled to any refunds unless you personally informed the casino about your gambling addiction before you deposited this money. If you requested a self-exclusion from DragonSlots Casino before depositing, please forward the self-exclusion request to me and we will try to help.
Public
Public
1 month ago
Translation
My self-exclusion had already been in effect since June 3, 2022, according to the SRIJ self-exclusion list. DragonSlots had a legal obligation to verify this restriction before allowing my registration and deposits, but failed to do so.
The responsibility for preventing self-excluded players from depositing lies not with the player, but with the casino operator, who must implement adequate verification measures to ensure that self-excluded players cannot access the platform.
Regardless of whether I informed casino support before depositing, DragonSlots could not have allowed my registration and deposits in the first place. As the casino has failed in this fundamental obligation, I demand a full refund of the €45 that was wrongly accepted.
Automatic translation:
Public
Public
4 weeks ago
Translation
Good morning,
I contacted the casino right after registration, explaining that I had been self-excluded since 2022 through SRIJ. However, they took ages to suspend my account and allowed several deposits, even after my contact.
Automatic translation:
Public
Public
4 weeks ago
Dear brunomeirinhas,
You keep mentioning you have been self-excluded, however, SRIJ self-exclusion will be effective only in SRIJ-licensed casinos.
I am sorry, but as it was explained to you on multiple occasions, in online casinos that aren't covered by national self-exclusion schemes and where despite not being licensed the casino accepts players from your country, you need to seek protection by using the tools provided by the casino, such as self-exclusion due to gambling addiction.
We can only help you request a refund if you inform the casino about your gambling problems and such protection fails.
Since you failed to provide relevant evidence of informing the casino about your gambling addiction before spending money, the complaint cannot continue and will be closed as rejected. I encourage you to take advantage of self-exclusion mechanisms in online casinos if you happen to register in such casinos in the future.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casinos in the future.
