RESOLVED - Dragonara Closes My Account Temporarily!

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:

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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.

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A few days later I got this email:

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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

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.

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.

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

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.

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

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

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

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:

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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.

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.

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.

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.

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

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.

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.

Yeah everymatrix is good cos i just got a withdrawal from other everymatrix casino in a matter of hours.
it is just that i was told that my balance hit 0 during the bonus.
that is a big error.
hopefully they can solve it, and solve it fast

i dont know what to say about the casino anymore.
it says top priority but it has taken like..weeks?
guess if it is not top priority it will take years.

Yeah my case has not been resolved yet either. What can be taking so long? They should just look over the bet logs and settle with all the players affected and fix their software which caused all these problems after.

Another week passes by with no word from them or any sign of getting this resolved.

Did anyone else with this problem have any recent updates?

Latest Update:
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Thank you for your continued patience.

Just to update you, we have held a meeting this morning with the game providers and our license holders to discuss the outcome regarding the effected players. All the information provided by all parties is now being reviewed before a final decision will be made. This will hopefully be by the end of this week. As previously advised, Dragonara is fighting for a positive outcome for all players involved and we hope this will be the case.

We apologize for the time this investigation has taken however we needed to be thorough and ensure nothing has been overlooked.

Please do not hesitate to contact us should you have any further questions.

Kind regards,

Sam
Dragonara Online Casino
[Help-desk]
-------

Thanks for posting the update.

Looks like there is some hope of getting this resolved

Dragonara Casino still has no update about this issue..
sigh please help~

I was about to ask if you had any new updates. This really sucks. Looks like I'll never get my winnings or at least my deposit back. This is BS!

Newest update:

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Firstly, we thank you for your continued patience throughout this investigation.

We understand this has taken some time to complete, primarily due to the fact that there had to be multiple investigations from all the involved parties including Dragonara, Everymatrix and the game providers. We further had to wait until all investigations had concluded before a final decision could be made. We offer our apologies for this.

The investigation has concluded that there was a small technical BUG which was crediting funds to players real money balance in error. It was also noticed that this occurred for players playing with a bonus and playing select games from Game provider Play n’ GO. Technical issues, whilst very rare can occur and whilst we understand it can be frustrating, it is unfortunately out of our hands.

Terms & Conditions:
16.1 A number of circumstances may arise where a bet is accepted, or a payment is made, by us in Error. Reasonable efforts are undertaken to prevent errors or omissions, however system problems or human error may lead to such circumstances. Such circumstances may include, without being limited to, the hereunder situations:
a) Miscalculation (including due to human error) of bonuses, winnings or returns paid to you;
b) Information on odds or terms of a bet may have been entered incorrectly as a consequence of human error or computer malfunction;
c) Errors or omissions resulting from Prohibited Activities
16.2 We reserve the right to correct any Error made on a bet placed and re-settle the same at the correct price or terms which were available or should have been available at the time that the bet was placed and the bet will be deemed to have taken place on the terms which were usual for that bet or, in cases where the correction or resettlement of the bet is not possible, to declare such bet void and refund the stake in question back into Your Account.
16.3 Neither we (including our employees or agents) nor our partners or suppliers shall be liable for any loss including loss of winnings that results from any Error by us or an error by you. You will forfeit any winnings/losses that result from any such Error.

Based on the above our Provider EveryMatrix has determined that since the funds credited to you were done so in error, that those funds as well as any winnings generated from those error funds directly are forfeit. We do however understand that this issue has not been caused by any action you have taken and this has been inconvenient to you also. Therefore, in the interest of fairness; Dragonara has decided to offer you 50% of the winnings you generated at our cost. You generated a total of 91 USD from the illegitimate funds and we have left 45.50 USD of those winnings in your account. You may play or withdraw them at your convenience. This decision is final.

We apologize once again and thank you for your understanding and co-operation throughout.

Please let us know if you have any questions related to this.

Kind regards,

Sam
Dragonara Online Casino
[Investigations Team Leader]
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I logged in and there is my balance so i withdraw.

Yes I received the same e-mail. I went to my account and got 50% of my winnings to withdraw.

All in all we can say that at least they gave us 50%...they could have given us nothing back or only the deposit.

Glad the prob is solved

Definitely glad to see this resolved. Usually when software bugs happen they are not obligated to refund anything. Why I am happy to see you fellas got 50% back