Dragonara Online

A warm welcome all LCB players!

Feel free to leave any questions or  comments in this thread.

We wish you a great experience at Dragonara Online!

Welcome to the forum 

Glad to have you on board

Welcome to the forum. Thanks for being here to assist our members.

I have a long story here....

While I understand and respect that the casino has to verify the account properly when the casino asks for the docs that the notaries refuse to make I am helpless. Circumstances are the following - the casino informed me that they were running the investigation and they would need some additional docs from me. This is what they mentioned - a notarized copy of my government issued ID document, notarized copy of my proof of residence document issued within the last 3 months and notarized image of me holding up ID next to the face. I went to the notary and got the copies notarized, these docs were tied and sealed, this is the standard way that the docs are notarized. I also asked about the notarized selfie and the notary refused saying that such docs cannot be notarized. I went to another notary and he also told me they did not notarize such docs. I sent the casino the docs that I could get and got the response that each of the requested docs has to be notarized AND I have to get the notarized selfie. I tried to explain to the casino that the doc they are requesting I simply cannot get and as for the other set of docs I would be happy to show them that the docs are really notarized via skype for example. The casino refused this. Now I made all reasonable efforts to meet the casino requirements but this is really too much. I cannot get how the casino with such a good ranking can do such things….

Hi Bladerunner,

could you please send me your casino username in PM inbox and we will ask the Casino Rep to look into your account? 

@Bladerunner - Thanks for sending your casino username. We have notified the Casino Rep of your case. Keep you posted. 

Hi Bladerunner,

We've received a confirmation from the casino that their team is looking into your case. Keep an eye on this thread for the updates. 

Just a quick update -  We've sent a reminder to the casino, will let you know as soon as we get any update. 

Hi Bladerunner, 

We are still waiting for their feedback on this. Have you managed to get in touch with them directly by any chance? 

Just an update - Casino has just confirmed to us that they are still waiting for an update from their relevant department. 

Hey!

Thank you for an update! Didn't they say how much time will it take?

They promised to get back to us with an update asap. We'll keep you posted. 

Hello Bladerunner,

We finally received a response. They confirmed that you still have not provided the required evidence and they didn't want to provide a detailed explanation on your case. We did ask them to specify what is the list of docs that could be provided, but they didn't want to advise on this. They refered to the section in their terms regarding KYC docs needed for verification and that they have made you aware about the missing documents that are required and claim that they have been a in direct contact with you all along regarding this matter. 

Hey!

The casino was staying in touch with me but all the efforts that I make to fulfill the verificatio are disregarded. I explained to the casino that I am not able to get some docs not because I dont want to ge them but because this is not possible. I am willing to cooperate with the casino and offered them the compromise which would meet the verification purpose. This is what the casino should consider....

Hi Bladerunner,

I see your point, however, the casino does not want to provide us with detailed info on what docs are required and what dosc could be provided as an alternative. We can only suggest contacting them again directly and hopefully a solution will be found. 

Look. This casino has a great ranking here and is setting impossible conditions in order to verify the account. Apparently, they dont want to pay, so there is no purpose to verify my account but not to pay my win.....I tried to communicate with the casino but this is just pointless...

Hello Bladerunner,

As previously advised, casino did not want to provide additional information / explanation on your case apart from the one already mentioned. We are sorry for not being able to further assist as you are required to communicate with them directly on this matter. 

This casino is shocking I registered an account roughly a week ago sent my documents in received an email saying my account has been verified I then made numerous deposits totaling 105 pound I won 245 pound requested a withdrawal the next day I received an email saying they had found an account from 2 years ago but it was opened with my maiden name I had no idea about this account and don't think I ever deposited on it or used the account they have refused to pay my winnings I won the 245 off my own money and no bonus was involved.this issue of an account from 2 years ago should of been picked up as soon as I registered or at the time I sent my docs in but they verified my account allowing me to make numerous deposits then as soon as I win there's an issue the fault is on there end not mine and I want my money I won.ive attached the screenshot shot of the email they sent telling me my account was verified 

Hello Mprice1987,

If you want us to contact the Casino Representative regarding your complaint, could you please send me your casino username in PM inbox.