Dragon Money Casino - Pelaajan voitot on takavarikoitu.

Hello,

I would like to file a complaint regarding a confiscated balance at Dragon Money Casino.

I have been playing at this casino since around 2022–2023. Over this time, I have made many deposits and played regularly. My total deposits during this period are approximately $40,000–$50,000.

Recently, I was playing the slot Mental 2 by NoLimit City and managed to win around $70,000. I attempted to withdraw my winnings, and the casino successfully processed a withdrawal of $14,000.

However, shortly after that, my account was suddenly blocked, and my remaining balance of approximately $56,000 was confiscated. The reason given was alleged multi-accounting.

I would like to clarify that I have always played in good faith. I have not intentionally created multiple accounts to abuse bonuses or promotions. In fact, I rarely used bonuses at all during my time playing at this casino.

For the past couple of years, I have consistently used a single account, deposited my own funds, and played normally.

Another point that confuses me is that the casino stated they found accounts with my name. However, my real name was only provided during the verification process (KYC). I did not use my real name in Telegram or other login methods before verification.

This makes me believe that there might have been a mistake in identifying alleged multi-accounts.

I understand that casinos have rules regarding multiple accounts and I fully respect those rules. However, I believe that confiscating such a large amount after years of deposits and gameplay is extremely unfair.

I kindly ask you to assist in reviewing this case and help reach a fair resolution with the casino.

Thank you for your time and assistance.

Здравствуйте,

Я хотел бы подать жалобу по поводу конфискованного баланса в казино Dragon Money Casino.

Я играю в этом казино примерно с 2022–2023 года. За это время я сделал множество депозитов и регулярно играл. Общая сумма моих депозитов за этот период составляет примерно $40,000–$50,000.

Недавно я играл в слот Mental 2 от NoLimit City и сумел выиграть около $70,000. Я попытался вывести выигрыш, и казино успешно обработало вывод $14,000.

Однако вскоре после этого мой аккаунт был внезапно заблокирован, а оставшийся баланс примерно $56,000 был конфискован. Причиной было указано предполагаемое наличие нескольких аккаунтов (multi-accounting).

Я хотел бы уточнить, что всегда играл добросовестно. Я не создавал намеренно несколько аккаунтов для злоупотребления бонусами или акциями. Более того, за всё время игры в этом казино я редко пользовался бонусами.

В течение последних нескольких лет я постоянно использовал один аккаунт, вносил собственные средства и играл обычным образом.

Ещё один момент, который вызывает у меня недоумение: казино заявило, что обнаружило аккаунты с моим именем. Однако моё настоящее имя было предоставлено только во время процедуры верификации (KYC). До прохождения верификации я не использовал своё настоящее имя ни в Telegram, ни в других способах входа.

Это заставляет меня предположить, что могла произойти ошибка при идентификации предполагаемых мульти-аккаунтов.

Я понимаю, что у казино есть правила относительно нескольких аккаунтов и полностью уважаю эти правила. Однако я считаю, что конфискация такой крупной суммы после многих лет депозитов и игры является крайне несправедливой.

Я прошу Вас помочь рассмотреть этот случай и содействовать достижению справедливого решения с казино.

Спасибо за ваше время и помощь.

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.

Dear benzoview,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm if you have passed the full KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

No, no one in my family could play.

I have completed the verification process successfully.

I received my winnings without any bonuses or anything else.

Нет, из моей семьи никто не мог играть.

Я полностью прошел верификацию (успешно)

Я получил выигрыш без бонусов или чего-то прочего

Dear benzoview,

Thank you for your reply and for providing the previous details.

• Could you please confirm the exact date when your account was blocked?
• What withdrawal methods have you used at the casino, and have you experienced any issues with them in the past?
• Can you also confirm whether you have ever shared your account details or personal information with anyone else?
• Furthermore, if you have any additional communication with the casino regarding the multi-accounting allegation, please share it with us. This includes any evidence the casino may have provided to support their claim, or screenshots, emails, or chat records. You may either post these in the thread or send them directly to: petra.h@casino.guru.

Thank you again for your cooperation.

Dear benzoview,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru