Drakaris Casino - Spelarens uttag är försenat och avbrutet.

Hello, I'm contacting you because I have a problem with a withdrawal from this Drakaris casino. It's scandalous. I requested a withdrawal of €1,000 and it was canceled when in fact their terms and conditions state that the maximum withdrawal is €2,000!!! I received an email from them informing me that I can withdraw a maximum of €500 per day instead of €1,000!! I contacted them via chat and they responded incoherently and without logic!!! 🤬🤬🤬🤬 Attached are the screenshots.

Salve, vi contatto perché ho un problema con un prelievo con questo casinó Drakaris.. è scandaloso.. ho richiesto un prelievo di 1000€ e mi è stato annullato quando invece sui loro termini e condizioni comunicano che il prelievo massimo è di 2.000€!!! Mi è stata inviata una loro mail dove mi comunicano che posso prelevare massimo 500€ giornaliere invece di 1.000€!! Gli ho contattati tramite chat e mi rispondono senza coerenza e senza logica!!!🤬🤬🤬🤬 In allegato gli screenshot

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.

Hello,

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 understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi, yes, I have already made withdrawals and they were successful, but the withdrawals were less than €500. I confirm that my account has been successfully verified by KYC. Furthermore, my winnings are accumulated without an active bonus.

Ciao..si ho già effettuato prelievi e sono andati a buon fine ma prelievi inferiori a 500€.. confermo che il mio account è stato verificato con successo da kyc.. e inoltre le mie vincite sono accumulate senza bonus attivo

Good morning.. it happened again! 🤬🤬🤬 Last night I won a total of €1,600 and last night I requested a withdrawal of €1,600. This morning I received an email from them canceling the withdrawal and they told me that the maximum withdrawal amount per transaction is €750!!🤬🤬🤬 Zero consistency!! I'm sending you the screenshots attached

Buongiorno.. è successo di nuovo!🤬🤬🤬 ieri sera ho vinto un totale di 1.600€ e ieri sera stessa ho chiesto un prelievo di 1.600€.. stamattina mi arriva una loro email di annullamento prelievo e mi dicono che l’importo massimo di prelievo per transazione è di 750€!!🤬🤬🤬 Coerenza zero!! In allegato vi giro gli screenshot

Of course they continue with their INCONSISTENCY by not respecting their terms and conditions regarding withdrawals 🤬🤬🤬

Naturalmente continuano con la loro INCORENZA non rispettando i loro termini e condizioni riguardo i prelievi 🤬🤬🤬

Thank you very much for your response. Could you please update us on the current status of your withdrawal request? Is it marked as pending or cancelled in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Additionally, could you please confirm the total amount you have already withdrawn and how much you still need to withdraw?

Thank you for your cooperation.

The €750 withdrawal has been collected.. but as I wrote to you in my previous communications, the remaining €750 that I had requested to withdraw were cancelled and consequently I gambled it away. 🤬🤬 🤬 A few days ago I requested self-exclusion for 3 months because I felt like I was being taken for a ride by this casino!!🤬🤬 Since they do not respect their terms and conditions regarding withdrawals!🤬🤬🤬

Il prelievo dei 750€ è stato riscosso.. ma come vi ho scritto nelle precedenti mie comunicazioni i restanti 750€ che avevo chiesto di prelevare mi sono stati annullati e di conseguenza me li sono giocati.🤬🤬 🤬 Giorni fa ho chiesto l’auto esclusione per 3 mesi perché mi sentivo preso per il culo da questo casinó!!🤬🤬 Visto che non rispettano i loro termini e condizioni riguardo i prelievi!🤬🤬🤬

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok I'm waiting

Ok attendo

Dear player, thank you for your reply.

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Could you please share your self-exclusion request? Has the casino proceeded with the closure of your account?

Thank you in advance for your reply.

Unfortunately, I can no longer find the email with my self-exclusion request.

Purtroppo non trovo più l’email della mia richiesta di autoesclusione

Thank you for your response. Has the casino proceeded with the closure of your account?

Thank you in advance for your reply.

Dear Ragmn82,

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.

Hi.. I had to click on self-exclusion from my profile but it's the maximum of 9 months..

Ciao.. ho dovuto cliccare su autoesclusione dal mio profilo ma è quella massimo di 9 mesi..

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok I'm waiting

Ok attendo

Dear Player,

Thank you for your response. I’m sorry that we cannot give you the outcome you were hoping for.

Unfortunately, we have to reject the complaint. We understand your frustration regarding the withdrawal limits. However, the remaining €750 was eventually played and lost, and we cannot ask the casino to refund funds that were subsequently lost through gameplay.

Regarding your self-exclusion, you stated that you can no longer find the original request. Without evidence of this request and its contents, we are unable to establish whether the casino failed to act appropriately or whether it could be held responsible for any subsequent losses. You have since confirmed that you used the self-exclusion option available in your account, which allows exclusion for up to 9 months.

For these reasons, we will proceed to reject the complaint.

If you manage to recover the original self-exclusion request or any other relevant evidence, please feel free to contact us again and we will be happy to review it.

Thank you for your understanding.

Best regards,

Attila