RESOLVED - Dragonara Closes My Account Temporarily!

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    Last post ago over 1 year by budala
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    anfransen

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      • Avatar 59233

        anfransen

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        Another complaint for Dragonara Online this time.
        Here is the case:
        I made a deposit for 150% deposit matchup.
        Built up my balance until 100+ playing Play N Go slots.
        As I check there is no + bonus balance sign (usually if there is still bonus there will be "real balance+ bonus balance" i made a withdrawal as I have played quite sometime and thought the playthrough is done.
        A few days later i emailed them and get this reply:

        --------------------------
        You had claimed the bonus with your deposit on 02/05/2015 however we can see that you
        did not cash-out the bonus meaning you were left with a balance of 0 USD when you still
        had 131.10 USD left to wager from the bonus. Shortly after this, your cash balance was
        credited with 77.46 USD. Unfortunately this seems to be due to a technical issue on our
        providers side and will require further investigation before we can decide on a resolution.
        This is why your pending withdrawal has not yet been processed.

        We need to determine how you were able to withdraw any winnings if you did not cash-out your
        bonus. When looking at your transactions history we can see that you somehow were credited with
        these additional funds after your balance was at €0. This is what we are investigating.

        -----------------

        A few days later I got this email:

        -----------------
        This issue is still being investigated with top priority. This issue has effected a
        number of online casino's and game providers which has resulted in quite an
        extensive investigation.

        We have however had to temporarily closed your Dragonara account until the
        issue has been resolved. We will follow up as soon as the investigation has run
        its course.
        -----------------

        As far as i know my balance never hit 0 and i got my withdrawal problem around the first week of May..
        Anyone in this forum facing the same problem??

        thank you

      • Nirvana2

        nirvana

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        not here to add insult to injury , but man you sure know how to pick these casinos. I think you are the person with the most complaints on LCB.

        As far your question, no I dont have the same problem ... I would sit tight and wait until they resolve what seems to be a major blunder.

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        anfransen

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        LoL,
        yeah I encounter many problems playing at some casinos.
        By posting a thread in this forum, mostly are solved thanks to LCB and hopefully some other members might be aware too so that they wont have a problem like mine.

        Dragonara seems to have good reputation.
        I just dont know why this happened to me.
      • Anchi

        Anchi

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        Zažmuri, ono što tada vidiš, tvoje je. Momo Kapor.

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        Hi anfransen,

        There is a rep on the forum for this casino.  The direct casino support thread is HERE or you can contact the rep direct HERE
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        Melcb

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        Dragonara have proven to have a good rep so far. I wouldn't stress, I think you should wait it out and see what comes from the investigation.

        I will forward this thread to the rep and ask her if she can shed any light on this and keep us updated.

      • Dragonara

        Dragonara Online

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        Dear Anfransen,

        As pointed out by our customer support, we are still investigating and will update you accordingly.

        Please do not see the delay in a resolution as a negative sign. This type of investigation
        can take some time due to the complex nature if it.

        Thank you for your continued patience.

        Dragonara Online
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        VaRiXD

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        yes anfransen, like another say Dragonara Where do you pick these casino
        First Go the the best with money in there account Casino that are well establish
        There's so many great one from Microgaming, Rtg as far as I know  mostly them.

        Dragonara Casino ? Seriously ? don't know them
        Anyway Good luck, But always go for the best and well knowed

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        zuga

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        "All it takes for evil to prevail is for good people to do nothing "

        Check out our No Deposit Casino and No Deposit Bingo lists.

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        Okay so what is the update for this complaint? anfransen / Dragonara Rep any news?
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        anfransen

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        Update:
        - I requested that they reopened my account and place the fund+bonus back, as the problem is that i havent completed the WR but i could withdraw due to software issue.
        - I got this reply:

        ------
        Thank you for following up again.

        We understand your reasoning however unfortunately we cannot do this. This issue is not simply due to the fact that you did not complete the wagering. Your bonus was used up and the additional funds were credited your cash balance by a technical error. These funds were then further played. Due to the ongoing investigation into this, we cannot make any adjustments currently until the investigation has concluded. Should you wish your account to be opened, we can temporarily remove the funds in questions to allow you to play until this case has been resolved.

        Kindly let us know if you would like this to happen.

        We apologize that this investigation has taken so long however there are many factors and providers involved and we need to co-ordinate with all of them to apply a fix and ultimate solution for the effected players.

        We will of course keep you apprised of any developments.
        --------

        I really dont know what to say. But i believe that my balance didnt hit 0 during me playing the playthrough.
        so i think i will just wait.
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        bigboss2k15

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        Hello

        I have a similar problem with them. I've been playing at online casinos for over 10 years and never had such a problem.

        "We are writing to you regarding your recent bonus game play with our Reload bonus.

        You had claimed the bonus with your deposit on 21/05/2015 and we can see that you
        did cash-out the bonus with a bonus balance of 323.98 PLN. However when the funds were
        transferred over to your cash balance, the amount credited was 864.11 PLN. Unfortunately this
        seems to be due to a technical issue on our providers side and will require further investigation
        before we can decide on a resolution. This is why your pending withdrawal has not yet been
        processed.

        We have attached your recent game-play history and have highlighted the transactions so you can
        see for yourself. We have further had to temporarily close your account to prevent any further game
        play with these funds and allow some time to investigate.

        This issue has effected a number of player across the network and we apologize for this inconvenience.

        We will follow up to you once we have a resolution. Thank you in advance for your patience.
        "

        It has been almost a week and no new updates from them or anything. This is weird. If they made a mistake they should be the ones paying for it. It's not like it's a big amount.

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        viky

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        This behavior is not serious, this should be an honest casino, but I do not think so.Terms are already in favour of the casino.
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        bigboss2k15

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        It must be some serious problem since I'm not the only one and they even say it in the e-mail that other players are affected. Also it happened to everyone in May.
      • Dragonara

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        Dear all,

        We wish to reiterate that this issue occurred on the side of our system provider EveryMatrix some weeks back and has impacted a handful of players.

        We are informed by EveryMatrix the issue is caused by a technical issue whereby player accounts are credited with funds at random and against the logic of gameplay results.

        We have asked EveryMatrix to investigate the issue and until such time that the investigation is complete we cannot complete any potential payouts.

        EveryMatrix, the service provider and the license holder has applied a fix to this technical issue and therefore no further issues should occur. We are pushing our service provider hard to come up with a resolution to the issue and are hoping that this will be in force by the end of next week.

        We have already communicated this to the effected players.

        Kind Regards,

        Dragonara Online
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        jodiisgreat

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        I'm just going to put my two cents in. Unless a casino is reviewed and HIGHLY recommended by not only other LCB members but particularly the mods here and your docs are pre-approved then DON'T DEPOSIT AT IT!  Yes LCB mods always assist the members here but us members have to take some responsibility at some point. We cannot depend on the mods to do our homework for us because we didn't feel like it that day.
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        Melcb

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        In defense of Dragonara, this is a error that was out of their control. It certainly does not make them untrustworthy. At this time, I believe players can trust this brand.

        This was a glitch on a software level (Evrymatrix) and the casino has been proactive in answering our queries and trying to get this fixed asap.

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