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Subject: Refund Request - Self-Exclusion Violation

Dear DragonSlot Team,

I am contacting you to report a serious violation of responsible gambling rules committed by your casino. I have been self-excluded since 2022 and yet I was able to register and deposit money on your platform.

I made two deposits totaling €30 and managed to increase the balance to €40, at which point I requested a withdrawal. However, instead of processing the request, you canceled the withdrawal and demanded documents that should have been requested at the time of registration, as required by the applicable regulations. As a result, I ended up losing my entire balance.

Since your casino allowed my registration and deposits even though I was self-excluded, you violated the rules of responsible gambling and the guidelines regulating the activity of betting operators. Furthermore, by canceling my withdrawal without valid justification, you have prevented me from withdrawing my available balance.

I therefore demand an immediate refund of the €30 deposited to my bank account.

If the amount is not returned promptly, I will be formalizing a complaint with the regulatory and other competent authorities.

I await your urgent response.

Yours sincerely,

Bruno C***

Assunto: Pedido de Reembolso – Violação de Autoexclusão

Prezada equipe do DragonSlot,

Estou entrando em contato para relatar uma grave violação das normas de jogo responsável cometida pelo vosso cassino. Desde 2022, estou autoexcluído e, mesmo assim, fui capaz de me registar e depositar dinheiro na vossa plataforma.

Efetuei dois depósitos no valor total de 30€ e consegui aumentar o saldo para 40€, momento em que solicitei um levantamento. No entanto, em vez de processarem o pedido, vocês cancelaram a retirada e exigiram documentos que deveriam ter sido solicitados no momento do registo, como determina a regulamentação aplicável. Como resultado, acabei por perder todo o saldo em jogo.

Dado que o vosso cassino permitiu a minha inscrição e depósitos mesmo estando autoexcluído, vocês violaram as regras de jogo responsável e as diretrizes que regulam a atividade de operadores de apostas. Além disso, ao cancelarem a minha retirada sem justificativa válida, impediram-me de levantar o saldo disponível.

Exijo, portanto, o reembolso imediato dos 30€ depositados para a minha conta bancária.

Caso o montante não seja devolvido prontamente, estarei a formalizar uma queixa junto das entidades reguladoras e outras autoridades competentes.

Aguardo a vossa resposta urgente.

Atenciosamente,

Bruno C***

Dear brunomeirinhas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

If the answers are Yes then you should consider using the "exclude yourself" option to prevent you from gambling at Dragonslots. You can always activate this feature by contacting customer support via live chat. If you are concerned about your loved ones who are playing at our casino and feel that they are losing control, do not hesitate to contact our friendly customer service team and we will do our best to find a solution. Our support service works all year round with no days off and can be always reached via live chat.

Could you please specify the reason for the self-exclusion? Please forward me the self-exclusion requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Send the email and this request should be updated to 45 euros

Envie o email e este pedido deve ser atualizado para 45 euros

The casino's response clearly shows that they do not intend to comply with the law or responsible gambling policies.

Please note that your account was immediately closed as soon as you mentioned that you were having a gambling problem.

We would like to inform you that the player is aware of the fact that gambling on the site can lead to the loss of money. The Company is not responsible for any possible financial damage resulting from the use of the website.

Please note that information regarding the reimbursement of funds played will not be processed for funds played.

Please note that you have agreed to our Terms and Conditions by registering your account.

We are operating under Terms and Conditions which can be found here: https://dragonslots1.com/rules/terms-and-conditions

The decision has been taken by the casino management and is final.

A resposta do casino mostra claramente que não tencionam cumprir a lei nem as políticas de jogo responsável.

Por favor, note que a sua conta foi imediatamente encerrada assim que mencionou que estava a ter um problema de jogo.

Gostaríamos de informar que o jogador está ciente do facto de que jogar no site pode levar à perda de dinheiro. A Empresa não se responsabiliza por qualquer possível dano financeiro resultante da utilização do sítio Web.

Tenha em atenção que as informações relativas ao reembolso de fundos jogados não serão processadas para os fundos jogados.

Note que concordou com os nossos Termos e Condições ao registar a sua conta.

Estamos a operar de acordo com os Termos e Condições que podem ser consultados aqui: https://dragonslots1.com/rules/terms-and-conditions

A decisão foi tomada pela direção do casino e é definitiva.

The self-exclusion in 2022 was not for this specific casino but for ALL casinos operating legally in Portugal (licensed by SRIJ), which unfortunately is not the case with this and many other casinos, which continue to operate illegally in Portugal, allowing easy registrations and deposits, without identity verification, allowing self-excluded players and even children to register, deposit and lose money quite easily and quickly.

A autoexclusão em 2022 não foi para este casino em específico mas sim para TODOS os casinos que operem de forma legal em Portugal (licenciados pela SRIJ) que infelizmente não é o caso deste e de muitos outros casinos, que continuam a operar de forma ilegal em Portugal, permitindo registos e depósitos fáceis, sem verificação de identidade, permitindo que jogadores autoexcluídos e até crianças possam registar, depositar e perder dinheiro de forma bastante fácil e rápida.

Thank you for your reply, brunomeirinhas.

Unfortunately, SRIJ-issued self-exclusion will apply only to casinos licensed under that license. DragonSlots Casino is not licensed under SRIJ and, therefore, will not be part of the same self-exclusion scheme.

If you want to be protected in casinos not licensed in SRIJ, you'll need to request a self-exclusion due to gambling issues in every casino where you have an open account.

From our point of view, you are not eligible for a return of losses accrued before informing the casino about gambling problems.

• Do I understand correctly that you have not requested self-exclusion from DragonSlots Casino?
• Do you currently have access to your casino account?

Thank you for your reply. However, I would like to clarify a few crucial points about DragonSlots and reinforce that the €45 refund is due regardless of the license under which the casino operates.

1. DragonSlots violated international Responsible Gaming guidelines

Regardless of the jurisdiction under which it operates, DragonSlots has an obligation to follow international player protection principles, including:

Verifying identity before allowing deposits and bets, especially for self-excluded players.

Blocking access to players who report problem gambling and request self-exclusion.

Implementing effective preventative measures to prevent the exploitation of vulnerable players.

DragonSlots has failed in these obligations by allowing me to register, deposit and play, even though I have been self-excluded since 2022.

2. The request for self-exclusion does not exempt the casino from refunding the amounts deposited

The argument that "I'm not entitled to a refund because I requested self-exclusion after playing" is unfounded:

The operator's responsibility is to prevent self-excluded players from depositing and playing from the start.

If DragonSlots had complied with good Responsible Gaming practices, I would never have been able to create an account, deposit and play.

Other operators have already recognized this mistake and refunded in similar situations, demonstrating that this is the correct solution.

3. DragonSlots could face sanctions for these practices

DragonSlots operates under an international gaming license, which means it has regulatory obligations that require it to implement strict player protection measures. Failure to comply with these guidelines can result in sanctions, fines and even license revocation.

I have already reported this situation to the following bodies:

Curacao Gaming Control Board (CGCB) - Ongoing investigation into violation of Responsible Gaming principles.

Bank and EUPAGO (MBWay) - Request to contest payments processed improperly.

Media and consumer protection associations - Public exposure of the casino's irregular practices.

Conclusion - The 45€ Refund Must Be Made

DragonSlots accepted deposits and bets without complying with basic player protection obligations, allowing self-excluded access. Furthermore, as soon as I realized that the self-exclusion was not being respected, I immediately requested that the account be closed.

Given that the deposits were accepted irregularly and without respecting the rules of Responsible Gaming, I demand a full refund of €45.

I await your position on this request.

Obrigado pela sua resposta. No entanto, gostaria de esclarecer alguns pontos cruciais sobre a DragonSlots e reforçar que o reembolso dos 45€ é devido, independentemente da licença sob a qual o casino opera.

1. A DragonSlots violou as diretrizes internacionais de Jogo Responsável

Independentemente da jurisdição sob a qual opera, a DragonSlots tem a obrigação de seguir princípios internacionais de proteção ao jogador, incluindo:

Verificação de identidade antes de permitir depósitos e apostas, especialmente para jogadores autoexcluídos.

Bloqueio de acessos a jogadores que informam problemas de jogo e solicitam autoexclusão.

Implementação de medidas preventivas eficazes para impedir a exploração de jogadores vulneráveis.

A DragonSlots falhou nessas obrigações ao permitir que eu me registasse, depositasse e jogasse, mesmo estando autoexcluído desde 2022.

2. O pedido de autoexclusão não isenta o casino de reembolsar os valores depositados

O argumento de que "não tenho direito a reembolso porque solicitei a autoexclusão depois de jogar" não tem fundamento, pois:

A responsabilidade do operador é impedir que jogadores autoexcluídos depositem e joguem desde o início.

Se a DragonSlots tivesse cumprido as boas práticas de Jogo Responsável, eu nunca teria conseguido criar uma conta, depositar e jogar.

Outros operadores já reconheceram esse erro e procederam ao reembolso em situações semelhantes, demonstrando que essa é a solução correta.

3. A DragonSlots pode enfrentar sanções por essas práticas

A DragonSlots opera sob uma licença de jogo internacional, o que significa que tem obrigações regulatórias que exigem a implementação de medidas rigorosas de proteção ao jogador. A falha em cumprir essas diretrizes pode resultar em sanções, multas e até na revogação da licença.

Já reportei esta situação às seguintes entidades:

Curacao Gaming Control Board (CGCB) – Investigação em andamento sobre a violação dos princípios de Jogo Responsável.

Banco e EUPAGO (MBWay) – Pedido de contestação dos pagamentos processados indevidamente.

Meios de comunicação social e associações de defesa do consumidor – Exposição pública das práticas irregulares do casino.

Conclusão – O Reembolso de 45€ Deve Ser Efetuado

A DragonSlots aceitou depósitos e apostas sem cumprir as obrigações básicas de proteção ao jogador, permitindo o acesso de um autoexcluído. Além disso, assim que percebi que a autoexclusão não estava a ser respeitada, solicitei imediatamente o encerramento da conta.

Dado que os depósitos foram aceitos de forma irregular e sem respeitar as normas de Jogo Responsável, exijo o reembolso integral de 45€.

Aguardo o vosso posicionamento sobre este pedido.

Please help me getting this refund. The casino is operating ilegally in Portugal since they don't have a license on SRIJ. Therefore they must refund the full amount.

As I already explained, you are not entitled to any refunds unless you personally informed the casino about your gambling addiction before you deposited this money. If you requested a self-exclusion from DragonSlots Casino before depositing, please forward the self-exclusion request to me and we will try to help.

My self-exclusion had already been in effect since June 3, 2022, according to the SRIJ self-exclusion list. DragonSlots had a legal obligation to verify this restriction before allowing my registration and deposits, but failed to do so.

The responsibility for preventing self-excluded players from depositing lies not with the player, but with the casino operator, who must implement adequate verification measures to ensure that self-excluded players cannot access the platform.

Regardless of whether I informed casino support before depositing, DragonSlots could not have allowed my registration and deposits in the first place. As the casino has failed in this fundamental obligation, I demand a full refund of the €45 that was wrongly accepted.

Minha autoexclusão já estava em vigor desde 3 de junho de 2022, conforme a lista de autoexclusão do SRIJ. O DragonSlots tinha a obrigação legal de verificar essa restrição antes de permitir o meu registo e depósitos, mas falhou em fazê-lo.

A responsabilidade de impedir que jogadores autoexcluídos depositem não recai sobre o jogador, mas sim sobre o operador do casino, que deve implementar medidas de verificação adequadas para garantir que jogadores autoexcluídos não consigam aceder à plataforma.

Independentemente de eu ter informado o suporte do casino antes do depósito, o DragonSlots não poderia ter permitido a minha inscrição e os meus depósitos em primeiro lugar. Como o casino falhou nesta obrigação fundamental, exijo o reembolso integral dos 45€ que foram aceites indevidamente.

Good morning,

I contacted the casino right after registration, explaining that I had been self-excluded since 2022 through SRIJ. However, they took ages to suspend my account and allowed several deposits, even after my contact.

Bom dia,

Eu entrei em contacto com o casino logo após o registo, explicando que eu estava auto-excluido desde 2022 através da SRIJ. No entanto, eles demoraram imenso a suspender a minha conta e permitiram vários depósitos, mesmo após o meu contacto.

Dear brunomeirinhas,

You keep mentioning you have been self-excluded, however, SRIJ self-exclusion will be effective only in SRIJ-licensed casinos.

I am sorry, but as it was explained to you on multiple occasions, in online casinos that aren't covered by national self-exclusion schemes and where despite not being licensed the casino accepts players from your country, you need to seek protection by using the tools provided by the casino, such as self-exclusion due to gambling addiction.

We can only help you request a refund if you inform the casino about your gambling problems and such protection fails.

Since you failed to provide relevant evidence of informing the casino about your gambling addiction before spending money, the complaint cannot continue and will be closed as rejected. I encourage you to take advantage of self-exclusion mechanisms in online casinos if you happen to register in such casinos in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any online casinos in the future.