Dragonia Casino - A conta do jogador foi encerrada.

Hi, I'm having a problem with this casino. After I won some money playing the Pragmatic and Hacksaw slots, they decided to suspend my account even though I still had funds in my Dragonia account.

My account was suspended on February 3rd, so we're talking about a problem that has been going on for almost 2 months now.

I've contacted them several times via email to recover my remaining balance (which I don't remember exactly how much it is, but I assume it's €500 because I can still see that amount on PlayID (a wallet connected to this casino).

Even though I have contacted the casino several times, I have not yet been able to resolve this issue, and all the casino's responses are limited to saying that I have to wait for my issue to be resolved.

This type of response is absolutely unacceptable as it has been more than 40 days now.

I demand that the casino finally pay my remaining balance so that this matter can be closed.

I hope you can help me.

Thank you

Salve, ho un problema con questo casino che - dopo aver vinto dei soldi giocando alle slot pragmatic e hacksaw - ha deciso di sospendere il mio conto nonostante avessi ancora fondi nel mio conto Dragonia.

Il conto mi è stato sospeso il 3 Febbraio, quindi parliamo di un problema che si protrae da quasi 2 mesi ormai.

Li ho contattati diverse volte via email per recuperare il mio saldo residuo (che non mi ricordo a quanto ammonta esattamente, do per scontato che siano 500€ in quanto su PlayID (un wallet collegato a questo casino) posso ancora visualizzare quella somma.

Nonostante io abbia contattato diverse volte il casino, non sono ancora riuscito a risolvere questo problema e tutte le risposte del casino si limitano a dire che devo aspettare per la risoluzione del mio problema.

Questo tipo di risposta non è assolutamente accettabile in quanto sono passati più di 40 giorni ormai.

Esigo che il casino paghi finalmente il mio saldo residuo così da chiudere questa vicenda.

Spero possiate aiutarmi.

Grazie

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

1. Had you completed verification before you lost access to the account?
2. Were your winnings accumulated while a bonus was active, or without an active bonus?
3. Could you please let me know if the casino provided any specific reasons for the closure of your account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Good morning Kristina, I'll be happy to answer you:

• I was not asked to verify my account as it was "not necessary" according to the casino
• My winnings were accumulated without active bonuses
• The casino did not provide a reason for their decision, but they did reply that they would let me know more about withdrawing my balance.

But as of today I have not received any updates on the withdrawal of my funds.

Their last response was on March 10th and they simply said that they still need to verify the final details regarding the withdrawal of funds.

I feel like this wait is really excessive, and I would like the casino to speed up the process of paying out my remaining funds.

Buongiorno Kristina, ti rispondo volentieri:

• non mi è stata chiesta la verifica dell'account in quanto "non necessaria" secondo il casino
• le mie vincite sono state accumulate senza bonus attivi
• il casino non ha motivato la sua decisione, ma mi ha risposto che mi faranno sapere di più per quanto riguarda il prelievo del mio saldo:

Ma ad oggi non ho ancora ricevuto aggiornamenti sul prelievo dei miei fondi.

La loro ultima risposta risale al 10 Marzo e si sono limitati a dire che devono ancora verificare gli ultimi dettagli per quanto riguarda il prelievo dei fondi.

Mi sembra che questa attesa sia veramente esagerata e vorrei che il casino velocizzi il processo di pagamento dei miei fondi residui.

Dear Spaffle,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Spaffle,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Dragonia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Casino Guru,

We have escalated this matter to the relevant department and will provide you with an update as soon as they respond.

Kind Regards,

Dragonia Team

Dear Dragonia Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear All,

We are pleased to inform you that your withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear in your account, depending on the payment method used and bank’s processing times.

Kind Regards,

Dragonia Team

I confirm that I finally received my withdrawal today.

Problem solved, thanks

Confermo di aver finalmente ricevuto il mio prelievo oggi.

Problema risolto, grazie

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina