I made some nice slots winnings for a total of 1000 euros which I have been paid regularly on a credit card. But from the following day they no longer allowed me to top up my account. I turned to the assistance that promptly replied that they were working and implementing payment systems. Same request and same reply 3 times. I doubt the casino has stopped for over 15 days. They simply don't want me to play anymore.

Ho effettuato alcune belle vincite alle slot per totali 1000 euro che mi sono stati regolarmente pagati su carta di credito. Ma dal giorno seguente non mi hanno più permesso di ricaricare il mio conto. Mi sono rivolto all'assistenza che prontamente mi ha risposto che stavano lavorando e implementando i sistemi di pagamento. Stessa richiesta e stessa risposta per 3 volte. Dubito il casino'sia fermo da oltre15 giorni. Semplicemente non vogliono più farmi giocare.

Dear Luca,

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 received all your winnings? Which payment method you have tried to deposit funds in to your account? Were your depositing and withdrawing payment methods identical? Additionally, if there is any relevant communication between you and the casino, please forward it to [email protected]. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good evening Petronela. Thanks for your feedback. Yes, I have received all the winnings. I was asked for verification documents and I was paid on time on the same prepaid credit card that I use to play. From the next day I was no longer able to make deposits in the sense that my account is active, but when I open the deposit page, it appears empty. Without any payment option. I send you the email you left above, the screen shot of the deposit page and the emails exchanged with the assistance of Dragonara. Thanks a lot again for your interest.

Luca

Buonasera Petronela. Grazie per il tuo riscontro. Si ho ricevuto tutte le vincite. Mi sono stati chiesti i documenti di verifica e sono stato pagato nei tempi previsti sulla stessa carta di credito prepagata che uso per giocare. Dal giorno dopo non mi e' stato più possibile effettuare versamenti nel senso che il mio account e' attivo, ma quando apro la pagina dei depositi, questa si presenta vuota. Senza nessuna opzione di pagamento. Ti invio alla mail che mi hai lasciato sopra, lo screen shot della pagina dei depositi e le mail scambiate con l'assistenza di Dragonara. Grazie mille ancora per il tuo interessamento.

Luca

Thank you very much Luca for providing all the necessary information and forwarding the email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before the casino will fix their issue with the payment gate.

Hi Luca,

I read the emails you forwarded to us. It really looks like some sort of a technical problem to me. If the casino didn't want you to play, they would just block your account. I believe this will be solved soon, but I can contact the casino and ask what the issue is.

Good morning Peter.

For curiosity and verification I opened a second account with fictitious data and I connected with VPN.

The deposits page was available and payment options were present.

This goes to support my theory.

You can try verifying it yourself.

Thank you and greetings

Buongiorno Peter.

Per curiosità e verifica ho aperto un secondo account con dati fittizi e mi sono collegato con VPN.

La pagina dei depositi e' risultata disponibile ed erano presenti le opzioni di pagamento.

Questo va ad avvalorare la mia teoria.

Può provare a verificare lei stesso.

Grazie e saluti

Hi Luca, Thank you for the update. We would like to ask the Dragonara 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Peter. I wait for any implications. Anyway thanks for your interest and for the courtesy.

Good day.

Ciao Peter. Aspetto eventuali risvolti. Ad ogni modo grazie per l'interessamento e per la cortesia.

Buona giornata.

Hi Luca,

Has there been any news?

Hello Peter. Nothing new. I was hoping for you. Patience. It happens. Good evening.

Ciao Peter. Nessuna novità. Speravo da parte tua. Pazienza. Succede. Buona serata.

Hi Luca,

I still haven't heard from the casino. I tried to reach out to them by Skype and by email, I will look for a different email address and see if they respond. I will keep you updated.

Hello Luca,

I'm afraid I can't get the casino to reply to your complaint. I tried different email addresses and Skype but, unfortunately, there is no response. There is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.

Best regards,

Peter