Dragonia Casino - Spelarens konto har stängts.

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!