Dragon Money Casino - Die Gewinne des Spielers wurden eingezogen.

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

We’ve reopened this complaint at the request of Dragon Money Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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

To move on, could you please clarify:

• Sometimes players create additional accounts for testing or playing on different devices. Would that apply in your case?
• Following the message you received from the casino about potentially linked accounts, could you confirm whether you’re aware of these accounts or have ever used them?
• Could you provide any additional pporting evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No, I didn't create any second accounts. As I already said, I had a single account with a huge deposit and withdrawal history.

No, I don't know which accounts are involved. I asked for some kind of proof, but received nothing in response. The administration usually responds with something like, "We've found three accounts like 'Example (ID123456) Petr Petrov'." I didn't receive that response; they only told me they'd found the accounts, and that's all. Again, I've always used only one account for the game.

I'm attaching screenshots of my correspondence with the administration (these are forwarded messages on Telegram, as I was blocked in the chat for no reason): After that, I received no response. Just yesterday, I tried to contact the administration again, asking for proof, to which I received the response, "You're asking too much; you've been given sufficient information." After which, I was blocked from the chat.

Нет, я не создавал никаких вторых аккаунтов. Как я уже сказал, у меня был единственный аккаунт, на котором огромная история депозитов и выводов.

Нет, я не знаю о каких аккаунтах идет речь. Я попросил какие-то доказательства, но ничего не получил в ответ. Обычно администрация выдает ответ в формате "У вас обнаружили 3 аккаунта, такие как "Пример(ID123456) Петр Петров"". Мне же не выдали такой ответ, мне сказали лишь то, что обнаружили аккаунты и все. Повторюсь, я всегда использовал лишь один аккаунт для игры.

Прикрепляю скриншоты переписки с администрацией (Это пересланые сообщения в телеграм, так как меня заблокировали в чате без причины): после этого я не получил никакого ответа. Только лишь вчера я вновь попытался поговорить с администрацией, попросив доказательства, на что получил ответ "Слишком много вы хотите, вам была предоставлена достаточная информация." и после чего был заблокирован в чате.

Dear benzoview

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 Mirka (miroslava.d@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,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Dragon Money Casino representative to join this conversation.

Dear Dragon Money Casino,

Could you please provide clarification regarding this case, and send me supporting evidence to the claims to miroslava.d@casino.guru?

Thank you in advance.

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.

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. In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Best regards,

Mirka Dubasova