Dragonia Casino - O pedido de retirada do jogador está atrasado.

Dragonia complaint

Hello dear Casino Guru Team,

On July 14, 2025, I deposited €177 for a casino reload bonus and received €200.

Real money and bonuses are separate at this casino. After losing my real money, I activated the €200 casino bonus.

After meeting all the wagering requirements, I was able to request a withdrawal of €2,710. The casino paid out all but €500.

My account is almost fully verified. The casino requires a Mifinity account statement dated June 20, 2025, to July 20, 2025.

I've already sent this exact Mifinity account statement to the casino, but they're still requesting it again. I don't understand why it wasn't accepted.

All other documents requested for verification have already been verified.

Since the casino hasn't processed my withdrawal for six weeks, I've decided to file a complaint and hope you can help me resolve this matter.

Best regards,

Michael

Dragonia Beschwerde

Hallo liebes Casino Guru Team,

Am 14.7.2025 habe ich 177€ für einen Casino Reload Bonus eingezahlt und 200€ erhalten.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Nachdem ich mein Echtgeld verspielt hatte, habe ich den 200€ Casino Bonus aktiviert.

Nachdem ich alle Umsatzbedingungen erfüllt hatte, konnte ich 2710€ zur Auszahlung beantragen. Vom Casino wurde bis auf 500€ alles ausgezahlt.

Mein Account ist fast vollständig verifiziert. Das Casino fordert einen Mifinity Account Statement vom 20.06 2025 - 20.07 2025.

Genau diesen Mifinity Account Statement habe ich dem Casino bereits zugesandt. Trotzdem wird es erneut angefordert. Ich verstehe nicht, warum dieser nicht akzeptiert wurde.

Alle anderen Dokumente, die zur Verifizierung angefordert wurden, sind bereits verifiziert.

Da die Auszahlung vom Casino bereits schon 6 Wochen nicht bearbeitet wurde, habe ich mich nun entschlossen, eine Beschwerde zu schreiben und hoffe, sie können mir dabei helfen, diesen Fall aufzuklären.

liebe Grüße,

Michael

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous withdrawals from the casino?
• Is your deposit from July 14th among the transactions on the statement you provided to the casino?
• Is the statement you provided to the casino in the correct format?
• Which particular information that the casino specified is necessary to be present on the document?
• Could you please share with me your communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Have you withdrawn money from the casino before?

Yes

Is your July 14 deposit listed among the transactions on the bank statement you submitted to the casino?

Yes

Is the declaration you submitted to the casino in the correct format?

Yes

What information provided by the casino must be included on the document?

The Mifinity account statement must include all transactions between June 20, 2025, and July 20, 2025, as well as the casino deposit of July 14, 2025, which is also included on the Mifinity account statement.

Could you please share with me your communication with the casino regarding the issue?

Send emails or chat transcripts to my email address tomas@casino.guru , or post screenshots here

kind regards,

Michael

Hallo Tomas,

Haben Sie bereits zuvor Geld aus dem Casino abgehoben?

Ja

Ist Ihre Einzahlung vom 14. Juli unter den Transaktionen auf dem Kontoauszug, den Sie dem Casino vorgelegt haben?

Ja

Ist die Erklärung, die Sie dem Casino vorgelegt haben, im richtigen Format?

Ja

Welche vom Casino angegebenen Informationen müssen auf dem Dokument enthalten sein?

Auf dem Mifinity Account Statement müssen alle Transaktionen zwischen dem 20.6.2025 und dem 20.7.2025 sowie die Einzahlung in das Casino vom 14.7.2025, die ebenso auf dem Mifinity Account Statement enthalten ist.

Könnten Sie mir bitte Ihre Kommunikation zwischen Ihnen und dem Casino bezüglich des Problems mitteilen?

Senden Sie E-Mails oder Chat-Transkripte an meine E-Mail-Adresse tomas@casino.guru , oder posten Sie Screenshots hier

lieben Gruß,

Michael

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Popy71,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dragonia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello Attila,

The €500 withdrawal was canceled by the casino and credited back to my account. I cannot request any withdrawals at the moment because my account has been blocked for withdrawals.

kind regards,

M******

Hallo Atilla,

die Auszahlung von 500€ wurde vom Casino abgebrochen und zurück auf mein Konto gebucht. Ich kann zurzeit keine Auszahlungen beantragen, da mein Konto für Auszahlungen gesperrt wurde.

lieben Gruß,

M******

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Attila,

I was able to request a payout of €500 today.

kind regards,

M******

Hallo Atilla,

ich konnte heute eine Auszahlung von 500€ beantragen.

lieben Gruß,

M******

Dear Popy71,

Could you please confirm whether you have received all of your withdrawals so that we can proceed with closing this complaint?

Thank you in advance.

Best regards,

Attila G.

Hello Attila,

500€ have still not been paid out by the casino.

No further documents are requested in the verification tab.

kind regards,

M******

Hallo Attila,

500€ sind immer noch nicht ausgezahlt worden vom Casino.

Im Verifizierungs-Tab werden auch keine weiteren Dokumente angefordert.

lieben Gruß,

M******

Hello Attila,

I can confirm that everything has now been paid out. Therefore, the complaint can be closed.

Thank you for your support.

kind regards,

M******

Hallo Attila,

ich kann bestätigen, das nun alles ausgezahlt wurde. Die Beschwerde kann also geschlossen werden.

Vielen Dank für die Unterstützung.

lieben Gruß,

M******

Dear Popy71,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru