Tutorial

Help & FAQ

REGISTRATION

 

How do I open a Dragonara.com account?
Simply click the Sign-Up Now! button, available in the right header of the DragonaraOnline.com website to register. The registration page will open up. Please note that your username and your account currency cannot be changed at a later stage. Before submitting your details please make sure you declare that you are over 18 and agree to our "Terms and Conditions". After your registration is completed, you can immediately log into your account on the Dragonara Casino website using your username and password. Please find more detailed information on opening an account here.

 

I'm having problems on the registration page. Now what?
Please contact Dragonara Customer Service or send an email to support@dragonaraonline.com to assist you with the registration.

 

Why do I need to open an account to play your games?
You need to open an account with DragonaraOnline.com because by doing so you are agreeing to abide by our rules and regulations which include you are over the age of 18. By registering at DragonaraOnline.com you are opening an account free of charge that enables you to use our products in real money mode including licensed payment gateways. All your financial transactions are also managed under this protected account.

 

Why is my personal information required? Are my personal details safe with you?
We need your personal details to confirm your identity, age, and address to be able to offer real money transactions and games to you.  DragonaraOnline.com uses the newest and most advanced data encryption techniques to safeguard your personal details.

 

Do I need to make a deposit to be able to open an account at DragonaraOnline.com?
No, there is no financial obligation whatsoever to play with us. You can play for fun in our Casino as much and as often as you like, including Mobile Casino games. In order to be able to use our products in real money mode, you need to make a deposit.

 

Can I have more than one account?
No, only one account per identified user is permitted.

 

Is there any minimum age requirement to play at DragonaraOnline.com?
You must be at least 18 years of age to play on the DragonaraOnline.com site.

 

Do you accept players from my country of origin?
As long as you are not breaking any laws of your country of residence (under which you registered your account) we accept players from all countries, except where indicated in our terms and conditions.

 

 

 

MY ACCOUNT 

 

I have forgotten my username and password, what do I do?
Entering an incorrect password or username results in the error message: “The login failed. Please check your username and password'. Since passwords are case sensitive, check to ensure your Caps Lock is off. If your troubles persist, use the 'Forgot Password?' option, follow the instructions and a new password will be issued to the e-mail address registered with DragonaraOnline.com account.

 

Who do I contact if I have questions about my account?
Please contact DragonaraOnline.com Customer Support or mail to support@dragonaraonline.com . Our team is happy to help you with any inquires you may have.

 

What do I do if I no longer want to use my account?
For closing your account please contact our Customer Support or send an eMail to support@dragonaraonline.com . To ensure quicker processing, use “Closing of Account” in your eMail header.

 

How do I change my password?
You can change your password by accessing Change Password in the My Account section. For that you need to be logged in and follow the instructions on that page.

 

How do I change my registered eMail address?
You can change your registered email address by accessing Change Email, under My Account section, when logged in, and following the instructions on that page. Please note that your changed eMail address has to be verified by us by sending you a confirmation eMail you need to answer to activate your new eMail address with DragonaraOnline.com

 

Is there any way I can check my account activity?
You can check your account activity by accessing My Account once you are logged in, or you can contact DragonaraOnline.com Customer Support for any further or more detailed information.

 

Is it possible to change my username?
No, your registered username cannot be changed unfortunately.

 

Who can I consult if I think I have a problem with online gaming?
Participating in online gaming is exciting, fun and potentially profitable for those that chose to play. However, DragonaraOnline.com recognizes the fact that some players can develop a gaming addiction. If you feel that your gambling has gotten out of control or witness a friend or relative having such problems, please do visit our Responsible Gaming section which you can find in our Casino section and in the footer of the website. There you will find more information, professional help-contact and you can use the self-exclusion feature available from My Account.

 

How can I self-exclude from playing at the Casino?
You can self-exclude in the “Responsible Gaming” section of your My Account page once you are logged in. This will block your account for a time-period of your choice (up to one year). Once you confirm your choice, you will automatically log out of the DragonaraOnline.com website. After that, login will only be possible after the expiry of the selected period. In the event you want to self-exclude permanently, please contact Customer Support.

 

What happens when the self-exclusion period ends??
Once the time limit you selected for self-exclusion is up, your account will be reopened.  

 

Can I cancel it?
No, you cannot terminate a self-exclusion period. To ensure player-protection under our responsible gaming agenda, this exclusion will be effective until it expires.

 

What is a Limit?
A limit is your personal spending budget you can set in the MY Account section.  There, under "Responsible Gaming” choose “Your limits”. Now you can set the spending limits for deposits, losses, wagering and also limit your session time (the daily amount of time you allow yourself to spend on our website).

 

I am not getting a response to my questions when I e-mail the Customer Support Team
We aim to reply to all customer support e-mails within 24 hours. As some inquiries require a thorough investigation, response time may vary based on the nature of your e-mail. You will receive an e-mail confirmation (issuing a ticket-number for your request) from DragonaraOnline.com once we have received your inquiry to let you know we are working on an answer. If you find that you are not receiving the confirmation eMail promptly after submitting your inquiry we suggest that you have a look in your Junk Mail folder. Although DragonaraOnline.com does not engage in the act of sending unsolicited e-mails, some aggressive mail filters may mistakenly identify our e-mails as spam and treat them as such.

 

 

 

SECURITY

 

Is the DragonaraOnline.com website licensed?
The casino services are provided by EveryMatrix N.V. a limited liability company incorporated under the laws of Curacao, bearing company registration number 108354 and having its registered address at Ecommerce Park Vredenberg, Curacao and is licensed and regulated in virtue of license number No.1668/JAZ granted by the Government of Curacao.

 

How do I know my financial and personal information is secure?
We utilize the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to DragonaraOnline.com is kept safe, secure and fully encrypted. SSL encryption is the same technology banks use to protect data. This means that your financial data (such as credit card information and transaction details) and your personal data (name, address and phone number) are all fully protected.

 

How do I know my money is safe?
All customer funds are held in a separate account with the Bank of Valletta (www.BOV.com). This way your funds are completely ring-fenced and isolated from company funds and accounts. That means your funds are safe and always readily available for you to withdraw.

 

Is my data shared or available to any third party?
No, we do not and will not share any data about you or your account with any third party at any time.

 


 

MONEY TRANSACTIONS

 

How can I identify transactions to and from DragonaraOnline.com on my credit card or bank statement?
All Dragonara deposits and withdrawals will be processed by EveryMatrix Ltd., the payment operator for DragonaraOnline.com. Thus, EveryMatrix appear will appear on your bank statements.

 

Can I use more than one payment method?
Yes, on our Payment Gateways section you can find various transaction methods involving credit cards, bank transfers and online wallets.

 

Do you accept deposits from my country?
We accept deposits from all countries, except where indicated in our Terms & Conditions.

 

Why won’t your website take my card?
Some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card provider to check if that is the case. If so, we offer one a large selection of payment providers  so you will always find alternative deposit methods, such as e-wallets, virtual cards, vouchers and more. Please visit our Payment Gateways section to see all options.

 

Why does my card deposit get declined or rejected?
The most common cause is incorrect data in the form where you request the deposit. You can always contact support to get the registered details corrected. Our Customer Support can also be helpful in finding other reasons why the deposit did not succeed and provide a solution. In addition, some credit card issuers maintain a rule that does not allow you to make direct deposits to online gaming sites. You may want to contact your card provider to check if that is the case or try one of our many other deposit methods instead.

 

Can I use my card to deposit into my friend’s account?
This is not possible as it is deemed to be a third party transaction. We do not allow any third party transaction to and from an account.

 

What is a CVV2/CVC2 code?
CVV2/CVC2 stands for "Card Verification Value/Code". It is a code that is required as a security measure when making internet payments by credit card. The code consists of three digits and can be found on the back of your credit card at the end of the signature line (last three digits).

 

What is IBAN?
IBAN stands for International Bank Account Number. IBAN is used in international bank wire transactions and makes withdrawals of your winnings easier.

 

What is a SWIFT Code?
A Swift Code is a unique 11 alphanumeric character identification code for a particular bank, used for transferring money between banks. To determine your Swift Code, please contact your Bank directly. Should your  your Swift Code be composed of eight digits only, please enter additional X's at the end of the code  in order to make up the 11 characters.  If, for example, your Swift Code reads 456AB789, you should enter the code as 456AB789XXX.

 

What is a Sort Code?
A Sort Code is a unique identification to banks located within the UK, it consists of 6 numbers which are displayed on Credit/Debit cards as three pairs of digits, for example: 20-88-46. This code, like the SWIFT code explained above  identifies both the bank and the branch where an account is held. For details regarding a specific Sort Code, please contact your bank.

 

What is Neteller? What are eWallets and online accounts anyway?
NETELLER is an online money account, one of the nowadays popular eWallets. Others are Moneybookers, Paysafecard. You can deposit and withdraw money using your credit card, transfer money online from your bank account or by making a normal bank deposit. Once funded with money,  you can then make swift and secure payments from your eWallet account to your favourite web-based suppliers (such as amazon, online-shops). Of course you can use such an account safely and conveniently with Dragonaracasino com, using it to deposit money into your casino-account with Dragonara as well as have your winnings transferred back to you. Read more about online payment in our Pay & Go section.

 

 

 

DEPOSIT

 

How do I make a deposit to my Dragonara account?
Click the 'Deposit' button, available in the top menu of the DragonaraOnline.com website. Please note that you need to be logged in to make a deposit.

 

How long does it take for my deposit to get approved?
Almost all deposits are approved instantly. An exception is a bank-transfer which can take several business days as it needs to be processed by your bank before our bank receives the funds. Once we receive your funds, we will credit account immediately.

 

Which deposit methods do you have available?
We have a very large selection of deposit methods! Please visit our Payment Gateways section or click on Pay-In/Pay-Out on the top right section of the Dragonara website to see all payment methods available to you. The selection of methods will depend on your country of residence.

 

Which credit/debit cards do you accept?
DragonaraOnline.com accepts all Visa and Mastercard/Maestro Credit and Debit cards.

 

Will I be charged any fees when depositing into my account?
Deposit fees may apply depending on your method of deposit, all fees are clearly listed for each method on the deposit page.

 

What are the minimum/maximum amounts I can deposit at a time?
The minimum deposit amount is €10 or the equivalent in your currency. The maximum deposit amount varies according to deposit method you choose. Please find more information on this in our Payment Gateways section and in our Depositing Money tutorial.


Is there a way for me to set daily, weekly and monthly deposit limits?
Yes, you can set Daily, Weekly or Monthly deposit limits. These can be set by on the My Account section once you are logged in. Please note that such changes are protected tools of Respsonsible Gaming. Therefore, any change of limitation has a 7-day change-phase, meaning that limits cannot be cancelled or altered for 7 days unless they are further reduced (.e. spending limit from 100 down to 50).

 

How do I transfer money from my bank account?
From the Deposit page, select Bank Transfer, and follow the instructions on the screen.

 


 

WITHDRAWAL

 

How can I make a withdrawal from my account?
You can make a withdrawal whenever you like, provided the funds you try to withdraw are  not tied to a bonus whose requirements have not been fulfilled at the time of your withdrawal request. However, you can see the money available to you in the My Accounts section. You can also withdraw as many times as you wish, but note that we cannot process a withdrawal in less than 24 hours after your last deposit, due to the anti-money-laundering and fraud prevention laws that DragonaraOnline.com adhere to.

 

Why do I have to send in ID documentation to make my first withdrawal?
DragonaraOnline.com is an Internet-based gaming company. As such, we do not have the option of dealing with our members on a face to face basis. Although we trust that users signing up with us are using their real identity and their own bank accounts. However, to guarantee the upholding of laws and licensing regulations, we need to verify at some point (ideally when winnings are withdrawn) that identity, address and banking information are genuine. This procedure ensures protection against fraud, money-laundering, underage-gambling and irresponsible gaming – all of which are standards, Dragonara as well as all other reputable online casinos take very serious to guarantee and maintain a legal and protected entertainment environment for our esteemed customers.
In order to send and let us handle your information properly, please note that eMails to customer support may not exceed 8MB in order to be delivered to Dragonara mailbox.  Dragonara Casino cannot be held responsible for blocked eMail exceeding this limit.

 

Are there any limits to how much I can withdraw?
The minimum withdrawal amount is €10.00 or currency equivalent. The maximum withdrawal amount that can be processed per day is €5000 or currency equivalent.

 

Can I cancel a withdrawal request?
Yes, you can cancel a withdrawal request by accessing 'Pending Withdrawals' section, under 'My Account' and following the instructions on that page.

 

Can I get my winnings paid back to my credit/debit card?
Yes, you can as long as it is the same card you used to make your original deposit and the issuing bank accepts transactions to that card.

 

I used my credit/debit card to deposit, can I request a payment by using any other method?
Yes you can but we may need full documentation from you and details of your new method.

 

Why can’t I choose freely among all withdrawal methods offered when I request a withdrawal?
This is due to anti-money-laundering regulations that DragonaraOnline.com adheres to and additionally to ensure your transaction security. Unless authorised, a withdrawal must be sent to the same payment method used to deposit.

 

Do you charge any withdrawal fees?      
Withdrawal fee's will vary depending on the method you choose. All fees are listed on the withdrawals page next to each method. 

 

How long do withdrawals take to process?
This can vary depending on your chosen withdrawal method. Please check 'Payment Gateways' to see all of the withdrawal methods available to you and their processing times.

 

Why is it that a withdrawal to my card takes days while a deposit is immediate?
We have a number of controls and checks taking place before any withdrawal leaves DragonaraOnline.com delaying withdrawals by approximately 12 hours. These checks are part of our commitment to maintain the security of our customers' funds. Any additional delay would be on the payment provider side.

 

What happens if the card I had withdrawn money to has expired or been cancelled?
You will need to let us know of any changes of card and supply proof of being out of date or reason for the change. Any new card will have to be registered with us and onto your DragonaraOnline.com account.

 

Can I make a withdrawal from my account and have it sent to someone else?
No, this is deemed as a third party transaction and will not be permitted under any circumstances.

 


 

CASINO GAMEPLAY

 

How do I know that casino games are fair?
We only offer casino games from branded and trusted casino software providers. All providers are licensed and certified, which means they have been methodically and scientifically tested by e.g. Technical Systems Testing (TST) - one of the world's most experienced and trusted gaming test labs and part of the  Gaming Laboratorites International (GLI) group, or by eCOGRA, a London-based internationally accredited testing agency, player protection and standards organisation providing an international framework for best operational practice requirements with particular emphasis on fair and responsible gambling.

At DragonaraOnline.com, you are guaranteed that all Random Number Generators (RNG) used by gaming providers return the outcome of a casino game round completely random and unbiased, no matter which game you play. All games or brands as well as the operating technology used are trusted, licensed and certified. Please find additional detailed information on this in our Gaming Tutorial.

 

Where can I find detailed instructions on how to play a game?
At Dragonara we offer a Games Tutorial introducing you into how to play casino games and explaining the most popular games and game-types. In addition, each game window you open offers game rules (or in some cases called game information): First when clicking on the thumbnail (where a small window pops up and lets you choose whether to play for fun or for real money) and also, once the game has opened, as info-button to be found in the functionality bar on the bottom of the game window.

 

What are the average pay-outs for the website?
Theoretical pay-outs vary from game to game, and is hard-coded into the game logic by the game- providers.

 

Can I try the games for free?
Yes, you can play the majority of games for free if you choose the ‘Play for Fun‘ mode: When clicking on a game thumbnail in our Games Section, a small window opens prompting you to choose either to “Play for Fun” or “Play to Win”.

 

Can I remove a bet after placing it on the table?
Yes, it is possible to change or remove a bet before the game round has started.

 

What happens when I lose connection during a game round?
The game is stored on the game server whether or not you are connected, so you actually cannot under any circumstances lose money due to any kind of disruption or disconnection. Simply log in and open the same game(s) you played when you are connected again and continue where you left off. Whether you wait 5 minutes or 5 months, any game round will be waiting for you to complete your play.

 


 

BONUSES & PROMOTIONS

 

Where do I find promotions available to me?
You will always find available promotions by visiting the DragonaraOnline.com Promotions section. However, we also publish promotions via SMS, notifications on mobile devices amd newsletters. We suggest that you accept SMS and e-mails from Dragonara (to be set in My Account/Profile), as our more individual offers are sent to you this way.

 

How do I get a deposit bonus?
The pay-in function lists all bonuses available to you when you make a deposit. If you can choose between more bonuses, simply select the one you prefer from the dropdown-list.

 

Can I surrender/forfeit a bonus?
Yes, you can surrender a bonus before you start playing or even after you have placed bets with the bonus funds. However, if you surrender a bonus after betting with it, any won amount will be surrendered and any losses will be deducted from your real funds. To surrender a bonus, go to 'My account', then select Active Bonuses and Casino from left menu. Click Forfeit button found under your active bonus to surrender it.

 

Can I play all games and bet on any sports with my bonus?
Most casino bonuses are available for all games, while some bonuses might be limited to a specific brand or game type.  For instance, only games from Net Entertainment games or only Video Slots. Any  restrictions are always specified clearly in the terms & conditions of the bonus. If in doubt, please contact DragonaraOnline.com Customer Support.

 

How do I check that I have met the wagering requirement for a bonus?
You can check your progress on a bonus in 'My account' - 'Active Bonuses'.

 

For what reasons can I be excluded from a promotion?
Some of the promotions will be eligible only for customers from certain countries or when using specific payment methods. There may also be restrictions based on previous misuse of DragonaraOnline.com promotions. For any assistance, please contact DragonaraOnline.com Customer Support Team or send an email to support@dragonaraonline.com .

 

My Bonus has not been credited, why?
Each promotion DragonaraOnline.com offers has specific terms and conditions which must be fulfilled.  As a first step to investigating your bonus not being credited yet, make sure that you have not missed out on any of these requirements.  As an example, the bonus in question may be limited to one account per household or may include certain timeframes within which the promotion applies.

 

 


TECHNICAL ISSUES

 

What are the system minimum requirements to be able to play at DragonaraOnline.com?

  • Computers
    Windows - Intel Pentium processor (Pentium II or higher recommended) 64mb ram.
    Macintosh - Power Macintosh Power PC processor (G3 or higher recommended) 64mb ram.
    Adobe Flash 10 or greater.
    DragonaraOnline.com is compatible with most Windows Operating systems (Windows 2000, XP, Vista and Windows 7, Windows 8).
    Internet Explorer versions lower than IE7 are not supported.
  • Mobile Devices
    All mobile devices that can display a webpage (m.DragonaraOnline.com)
    The downloadable application for mobile devices is only supported by Android and iOS (Apple devices)

What happens if I lose my Internet connection?
It is impossible to lose anything due to a disconnect. If you were in the middle of a casino game round, current status will be stored securely on our servers until you come back later, whenever you choose to, to complete the game round.

 

Why is it that I cannot connect to or open a casino game?
Please check your internet connection and that you have the latest version of Adobe Flash installed. If the issue persists, please contact DragonaraOnline.com Customer Support.

 

Why can I not login to my account?
Check if you are using the correct login details for your account: The exact letters, numbers or symbols  - all in in the exact upper or lower case as you had initially set it up. In this respect, also make sure that Caps Lock is turned off on your keyboard. You can also try to reset your password using the link 'Forgot Password?' next to the login fields. If you still cannot login please contact DragonaraOnline.com Customer Support.

 

The website or games are responding slowly or load slowly, what can I do to speed it up?
If you are experiencing a slow connection, there are several  issues you can check on your side: Having several browsers or browser windows open, including video or music streams/programs, running or downloading files and applications can all slow your computer and/or internet connection.
Another reason could be that your local internet service provider may also be temporarily suffering from low bandwidth, which you can check on speedtest.net.
Also, sharing your internet connection within your household and/ in your local area can also slow your connection speed. Therefore also check your WIFi network (if you use one) and see how many devices are connected and how much bandwidth they are using.
After all checks and corrections, it may still be a good idea to restart your computer or mobile device.

 

Why don’t I receive emails from DragonaroOnline.com?
Incorrect or inactive eMail: Your registered email address may no longer be in use after your registration or was entered incorrectly in case you had your eMail address changed.
Filters: Since we are a commercial entity, some email service providers may classify our emails as 'Spam' and automatically filter these messages and send them directly to your Junk Mail folder. To change this, you need to add our email address to your list of safe contacts.  To obtain information on how to proceed with this procedure, please refer to the Help section your email application or contact your service provider directly as some spam filters are also set on provider level. In this case, the customer support of your service provider can help you.