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Dragonara Casino - Blames software provider for delay in payment of winnings

RESOLVED
Complaint Info
Disputed casino Dragonara Casino
Reason Delayed payment
Amount £ 1303
MKay58 United Kingdom Message
Posted on November 22, 2017

On the 1st of November I deposited £135 at Dragonara Casino. I received a bonus and ended up winning £1303. I was very careful not to break any bonus terms and conditions and requested a withdrawal. After fulfilling all their requests for ID etc I still didn’t receive payment. I kept asking for the status of my withdrawal. Weeks later I received the following email:

Dear Martin

Thank you for contacting our help desk.

When players select a Dragonara Bonus which is essentially Free money, Dragonarahas an obligation to ensure that all the game play carried out with the bonus funds has been done in accordance with our House Rules and that there is no evident abuse of the bonus. This usually involves a number of checks on our end as well as on the side of the game provider for the games you were playing. We have duly escalated your game play on to Microgaming on the day your withdrawal was requested and we have yet to receive a resolution from them. We have followed up to them at least 5 times requesting updates. Dragonara is unfortunately at the mercy of the game provider in this case.

Rest assured that as soon as we receive a response from them we will follow up to you with a resolution.

We thank you for your continued patience in this matter.

Kind regards,

Oliver
Dragonara Online Casino
Help Desk

I found this email alarming. First, they claim that the bonus is essentially free money.The bonus cost me a deposit of £135 which I could easily have lost, so that’s just false. And then they go on to claim that they’re waiting for permission from Microgaming to process my withdrawal and that a “resolution” is required from them. MG don’t have my £1303. It is in the possession of Dragonara Casino and they obviously have the power to pay me.

Dragonara Casino says that their "hands are tied" and that they must wait for a decision from Microgaming. But I believe that the only reason they are delaying my payment is because they want to stay as liquid as possible and paying me doesn't help with that. I believe this because I've never heard of a casino needing permission from their software provider to make customer payments. I decided to post this here since I found their email very worrying. Any help would be much appreciated.

Posted on November 22, 2017

Hello,

Thank you for your comments.

We can confirm that you did register and deposit on November 1st. You did claim our 150% welcome bonus, which once coupled with your deposit of £135 gave a bonus balance of £270. While you may not agree, bonus money is essentially free money as it is given for free over and above the deposit amount. Bonuses are not automatic and are given out at the discretion of Dragonara Online.

The bonus was wagered through and cashed it out, however, our bonus wagering checks highlighted an irregular pattern of play which we have a duty to investigate before paying out, especially when bonus funds have been used. We do some checks on our side however, further in depth analysis can only be provided to us by the game provider of the game in question. In this case, Microgaming. We have contacted them on numerous occasions to ask for a resolution, however unfortunately, we have not yet received a reply. While inconvenient for all involved, Dragonara has to follow our procedures, and in this case we are still waiting for a resolution from Microgaming. We have responded to every email you have sent to us and have been transparent throughout this process.

We also wish to add that we do not require 'permission' from Microgaming to payout (and this was never stated by us), but rather as we stated above, information is needed that only they can provide and until received, we cannot proceed with the payment. We further have no need to retain your funds to remain 'liquid' has been stated above. If that was our business model we would not still be in business.

Ultimately, we are following our Terms & Conditions and we have the right to perform the necessary checks in order to confirm that no abuse of our bonus scheme has taken place. In this case, Microgaming has taken a lot longer than usual and we have noted this and will raise this further with their management once this case is resolved. If it is determined that you do qualify for compensation, this will also be applied once this case has seen a resolution.

We understand the frustration of course and we encourage players to use the forums as a means to resolve disputes, however we only ask everyone stick to the facts and to refrain from speculation and making false statements about Dragonara in a public forum. You can rest assured that once we receive confirmation that the bonus was not abused in anyway, we will process the withdrawal immediately.

MKay58 United Kingdom Message
Posted on November 24, 2017

While I admit that some of my previous speculation may not have been helpful over 3 weeks has passed since I cashed out. I understand that a casino needs to have security and double check that they're not being cheated. But when this much time passes and I still don't seem any closer to being paid than I was weeks ago, I don't think that's a fair way to be treated. I am told that I have to wait for a decision from a third party that has been repeatedly unresponsive. So I worry because it puts me in the position where I have no idea when I'm going to receive my funds. Can Dragonara please say if there's been any update from Microgaming?

Posted on November 28, 2017

Microgaming has replied to us confirm that the while the cashing out of the bonus did not return any evident abuse, they could not rule out the fact that the player could have in some way influenced the frequency of bets placed in order to maximize payout probabilities. Dragonara has decided to payout on this occasion but will exclude the player from all future bonuses and promotions.

We thank you Martin for your patience during this process.

We now consider this case to be closed.

Thank you,
The Dragonara Team

MKay58 United Kingdom Message
Posted on December 1, 2017

Dragonara Casino has paid me. Thank you for you help.

AskGamblers
Posted on December 1, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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