Dracula Casino - Pelaajan voitot on takavarikoitu.

Casino Name: Dracula Casino

Website: https://dracula.casino

Complaint:

I am submitting this complaint due to an unfair confiscation of winnings and complete lack of communication from the casino.

The casino allowed me to access and play games that were later claimed to be "restricted" while using bonus funds. There were no warnings, no blocks, no pop-ups, and no system restrictions. I played in full good faith based on what the platform allowed.

Later, the casino confiscated approximately £1,700 in winnings, stating a Terms & Conditions violation. I strongly dispute this, as players cannot be held responsible for failures or design flaws in the casino’s own software.

This issue is further supported by the casino’s own public statement claiming their software is "free from failures or any unpleasant surprises." Allowing restricted games to be played directly contradicts this claim.

I contacted the casino multiple times requesting clarification and review. After one generic reply, the casino stopped responding entirely.

I respectfully request the regulator’s assistance to review this case, require the casino to justify its actions, and mediate a fair resolution including return of confiscated funds.

Requested resolution: Return of confiscated winnings and written clarification.

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Dear Alex.Virtej,

Thank you for submitting your complaint — I’m sorry to hear about your experience. We believe games that are restricted for bonus play should be blocked, and that this rule should be enforced at the software level. In other words, the casino’s software or website should prevent players from placing bets on games that are not permitted while completing bonus wagering. That would be the ideal solution. At a minimum, players should receive a clear alert if they access a restricted game while they have an active bonus.

• Do I understand correctly that no warning message or pop-up appeared when accessing restricted games?
• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Did the casino inform you which game was restricted? If you have any other relevant communication with the casino, please forward it to kristina.s@casino.guru, or you may post it here.

We will review any information you provide and do our best to assist you. Looking forward to hearing from you.

Best regards,

Kristina

Yes, that is correct. There were no warnings, alerts, or pop-ups at any time. I was able to access and play any game freely, including the so-called restricted games, without the software blocking access or displaying any notification that the game was not allowed while an active bonus was in place.

I will send the full communication with the casino shortly.

Regarding the bonuses involved:

1× VIP bonus received directly from the VIP coach — €600 confiscated

1× deposit bonus with percentage increase, which required wagering — the wagering requirements were fully completed, yet €1,100 was confiscated

At no point was I informed during gameplay that any of the games I played were restricted, nor was I warned that playing them could result in confiscation.

I will provide the requested communication and any additional details to assist with the review.

Thank you for your help.

Dear Alex.Virtej,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you Alex.Virtej for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dracula Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

Dear Alex.Virtej,

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. I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website; however, the casino does not display its license validator, as is the regulatory requirement, most likely in an attempt to prevent players from escalating their complaints further. I am sorry I could not be of more help on this occasion.

Best regards,

Peter