Dragonia Casino - Das Spielerkonto wurde geschlossen.

Hello,

I registered with this house on May 6th. After the first deposit the account was closed without further explanation or request for documents.

Olá,

fiz registo nesta casa a 6 maio. Após o 1º depósito a conta foi fechada sem explicações adicionais ou pedidos de documentos.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you play any games with your deposit before the account was closed? If so, kindly specify what games you played.
• Did you receive any email from the casino informing you about the reason why your account was blocked?
• Have you been blocked from all casinos operated by Novaforge Ltd.?

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

Best regards

Veronika

Good morning, I haven't played anything. After depositing, the account was blocked. And I still have no confirmation from the chat that the account has been closed, but the login is blocked.

Bom dia, Não joguei em nada. Após depósito a conta foi bloqueada. E ainda não tenho nenhuma confirmação do chat a dizer que a conta foi encerrada, mas o login está bloqueado.

I didn't receive any information before the account was blocked, nor did I go through the verification process.

Não recebi informação nenhuma antes do bloqueio da conta nem passei a por processo de verificação.

Did you contact customer support via email to inquire about the deposit you made? If so, what response did you receive?

Has the casino informed you whether your deposit will be refunded?

Thank you in advance for your cooperation.

Good morning,

I contacted support to find out why my login was blocked.

The answer I received was this. Images attached.

Bom dia,

Eu entrei em contacto com o suporte para perceber o porquê de ter o meu login bloqueado.

A resposta recebida foi esta. Imagens em anexo.

Dear Canutinho

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,

Veronika

Hello there,

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

I would now like to ask Dragonia Casino for their help in resolving this complaint. We would like to know why the player's account was blocked 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 Canutinho,

We truly appreciate your patience.

We would like to inform you that your account is opened so you should be able to login.

In order to troubleshoot this, we would advise you to try the following steps:

- Use Google Chrome's latest version

- Clear the browser's cache and cookies

For PC:

1)On your computer, open "Chrome".

2) At the top right, click "More" .

3) Click "More tools". "Clear browsing data."

4)At the top, choose a time range. To delete everything, select "All time".

5)Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6)Click "Clear data."

For Mobile:

1) Open Chrome on your phone.

2) Tap the three-dot dropdown menu.

3) Tap "History" on the dropdown menu.

4) Check "Cached images and files" and then tap "Clear data."

5) Tap "Storage" in your Android's settings.

6) Tap "Internal storage."

7) Tap "Cached data."

8) Tap "OK" to clear app cache.

- Ensure pop-ups are enabled

For PC:

1)On your computer, open Chrome.

2)At the top right, click "More Settings" and then Settings.

3)Click Privacy and security and then Site Settings.

4)Click Pop-ups and redirects.

5)Choose the option you want as your default setting.

For Mobile:

1)On your Android phone or tablet, open the Chrome app.

2)To the right of the address bar, tap "More Settings".

3)Tap Permissions and then Pop-ups and redirects.

4)Turn ON Pop-ups and redirects.

- Try opening the site in incognito mode

- Try using a different device and or browser

If the situation is still not resolved after all the above steps, then please contact us again with a screenshot of what is happening and or any error message received, and we will be happy to look into this further for you.

Best regards,

Dragonia Team

Good morning,

My account allowed me to log in, I made the withdrawal and now it's blocked again.

I'm waiting for solutions.

Thank you

Bom dia,

A minha conta permitiu login, fiz o levantamento e agora encontra-se novamente bloqueada.

Aguardo soluções.

Obrigado

Dear Canutinho,

My name is Igor, and I will take over this complaint from my colleague Peter. I will be assisting you with your case.

I am sorry to hear about your problem with the Dragonia Casino and I hope that together we will come to a successful resolution of your issue.

Dear Dragonia Casino,

Could you possibly provide additional information regarding this issue?

It seems that the player is not able to make a withdrawal after requesting one. Thank you in advance for your cooperation.

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 Canutinho,

Thank you for the patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Dragonia Team

I just sent it; I'm waiting for the transfer.

Acabei de enviar, aguardo pela transferência.

Dear Dragonia Casino,

It seems that the player has replied to your email with the requested information.

Please let us know once there is any news to share.

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.

The casino has already responded, and I've already sent the payment information. I'm waiting for payment.

O casino já respondeu, já enviei os dados para pagamento. Aguardo pagamento.

I'm still waiting for payment.

Continuo a aguardar pelo pagamento.

Dear all,

We truly appreciate your patience.

Please be informed that the relevant team is working on the request with the highest priority. We will inform you immediately once there is any update.

Best regards,

Dragonia Team

Dear Dragonia Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this request.

If there is anything the player or I can assist you with, please let us know.

Also, let us know if there are any updates regarding this complaint.

Please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

Dear all,

Thank you for the patience.

We would like to inform you that the payout has been successfully completed from our side.

Best regards,

Dragonia Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Canutinho,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor