Dragonara casino problem

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
Hello all...i m a new user so i dont know if i m gonna do the post right but here it goes :)

So i deposited 38€ on Dragonara online casino last Friday and it offered me 150% welcome bonus on my first deposit. Before i deposited i checked general terms to see if i can play there and my country was not listed for restricted area (Croatia), also i checked the wagering requirements and that's all. So i deposited got the 150% bonus and i started playing....i lost almost all my money and on last 5€ i got lucky and got up to 750€ from a 0.6€ bet. And after that i finished wagering with about 1400€ on my balance.
Went to withdraw and requested 1200€. Other day i got e-mail they need my documents for verification what i sent them right away. Couple hours later i got e-mail that they recieved my documents and that they are processed but they need to investigate how i got the bonus welcome offer since my region is restricted from welcome bonuses. I went to terms didnt see anything, then i went to bonus terms and i saw that out of all countrys in the world only Croatia is restricted from bonuses on their site (weird as hell to be honest) . I dont know how i missed that but ok my fault. Then i went googling their casino and found a post on this forum of a guy that had the same problem some time ago but he was from Finland. And to be honest after i saw that i just cant believe their site anymore, and i m affraid they are changing their terms as they please to avoid paying cashouts. Today i got email from them saying that they took all my winnings since it was my fault i took the bonus and didnt report it to them there was a bug...i ofc would if i knew since i know things like this would happen if i try to screw with the system. Now they are saying they have to obey the terms and that they just cant pay me the winnings...but there is a section 14. on their terms saying you play your bonus money first and then the cash balance. Since i lost my bonus money and won with my cash balance i believe i should get my winning...so i dont know if anyone here has an opinion or advice on how to approach this i would appricitate it. Tnx for your help guys
 

dunover

Unofficial T&C's Editor
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Yes, this poster signed-up through my YT channel and I advised him to post on CM - now the terms are clear, Croatia is NOT eligible for the bonus but for some reason the casino didn't spot this and awarded it. I did say that the likely outcome would be a restoration of deposit and removal of winnings and that's what's occurred apparently. I'm not sure how they'll view the cash balance part, but they'll likely state the whole deposit and play is invalid due to the erroneous bonus and they've acted fairly. Unfortunate situation.
 

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
Dazza as i told you allrdy on chat....my problem with the site is that i dont believe them 1 word. And i told you i found other situations same as mine like a guy from Finland that had the same problem. In his case they changed the terms the morning he took the bonus...i mean wtf...but in the end they paid the guy after days of struggle. So after seeing stuff like that how can i know they didnt change the terms? You dont find it odd that only Croatia is not alowed to get a 1st deposit bonus? I mean Zimbabwe can obviously get it but not Croatia :)
 

dunover

Unofficial T&C's Editor
Staff member
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the bus shelter, opposite GCHQ Benhall
They probably paid the Finnish guy because he WAS eligible at the time he took the bonus, but I don't believe Croatia was ever eligible - can you check via the wayback machine for example?
 

SlotGrinder

Dormant Account
Joined
Jan 8, 2016
Location
England
The casino gave you the bonus and they should honour that now . You would not have made your original deposit if you knew that you would not receive the bonus so they basically enticed you to deposit with a false promise . I don't think it's reasonable to expect customers to dig through the terms and conditions to find out they should not be receiving a bonus because they live in a certain country . If they are not eligible for a bonus then obviously they should be told this at the time of deposit and anything else is unacceptable
However casinos seem to operate under their own rather biased "laws" somehow believing it's right to put the onus on the customer to ensure he's not breaking any of the (deliberately) convoluted rules , rather than taking simple measures to make sure that the rules aren't broken i.e don't give bonuses to players who are not eligible for them (duh)
When it's in their own financial interest to dupe players in ways like this , often freerolling a player's deposit and only "investigating" when the player requests a cashout then of course it's not likely to change
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
An review on the pogg website shows the welcome bonus terms, where croatia and greece are restricted from using the welcome bonus. That was last updated july 2017.
 

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
The casino gave you the bonus and they should honour that now . You would not have made your original deposit if you knew that you would not receive the bonus so they basically enticed you to deposit with a false promise . I don't think it's reasonable to expect customers to dig through the terms and conditions to find out they should not be receiving a bonus because they live in a certain country . If they are not eligible for a bonus then obviously they should be told this at the time of deposit and anything else is unacceptable
However casinos seem to operate under their own rather biased "laws" somehow believing it's right to put the onus on the customer to ensure he's not breaking any of the (deliberately) convoluted rules , rather than taking simple measures to make sure that the rules aren't broken i.e don't give bonuses to players who are not eligible for them (duh)
When it's in their own financial interest to dupe players in ways like this , often freerolling a player's deposit and only "investigating" when the player requests a cashout then of course it's not likely to change

Yea well that's what i m thinking also...however the casino blames it all on me. It's my fault i didnt realize that is a bug and report it to them...so they "have" to take all my winnings cuz i was breaking the rules. :/
 

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
An review on the pogg website shows the welcome bonus terms, where croatia and greece are restricted from using the welcome bonus. That was last updated july 2017.

Ok so how come then on their website terms it says only Croatia and last modified in 2015? :)
 

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
Also they are no longer answering my e-mails and i cant play on their casino anymore....even if i withdraw the money they gave me back i would still be in a loss cuz they take % on withdraws...what a joke
 

zeleni3p

Dormant Account
Joined
Dec 11, 2017
Location
Zagreb
They probably paid the Finnish guy because he WAS eligible at the time he took the bonus, but I don't believe Croatia was ever eligible - can you check via the wayback machine for example?

We will see what happened with the Finnish guy...i sent him a msg....waiting for a response. But i doubt that was the reason. And why wouldnt Croatia be eligible...i can play on any freaking site except Novomatic sites like OVO etc
 
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