Complaint #6
Dragonara Casino
Blames software provider for delay in payment of winnings
8 years ago
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.
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.
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