Dragonia Casino - Os pedidos de desistência dos jogadores estão atrasados.

Hi, I registered on Dragonia about a year ago and have since deposited and withdrawn several times. I accumulated a balance of €1,900 playing slots without bonuses or free spins. On July 5th, I requested my first withdrawal of €500 (daily maximum), then added two more in the following days. I currently have three pending withdrawals totaling €1,400, plus a remaining €500 balance in my account that I can't withdraw because I already have three pending withdrawals. I've already completed the KYC verification process, but the casino still isn't processing my withdrawals, and the only response I get is that they're having a delay due to the high number of withdrawal requests. 🤦🏽‍♂️

Salve, mi sono registrato su Dragonia circa un anno fà e da allora ho depositato e prelevato svariate volte, ho accumulato 1900€ di saldo giocando alle slot senza bonus o spin gratuiti e richiesto il 5 luglio primo prelievo da 500€ (massimo giornaliero) per poi inserirne altri due nei giorni successivi. In questo momento ho 3 prelievi in attesa di importo totale 1400€ più 500€ di saldo residuo sull’account che non posso prelevare perché ho già 3 prelievi in attesa. Ho già effettuato la verifica kyc tuttavia il casinò continua a non pagare i prelievi e l’unica risposto che ottengo è che hanno un ritardo a causa dell’elevato numero di richieste di prelievo 🤦🏽‍♂️

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew funds from this casino?
• How long does it usually take for the casino to process and pay out your withdrawal requests?
• Which slot games did you play to accumulate the winnings you are now trying to withdraw?
• Did you experience any technical irregularities while playing these games, such as unusually high wins or an unusual lack of losses?

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

Best regards

Veronika

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

Dear Darz1991,

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,

Veronika

We’ve reopened this complaint at the request of Darz1991. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Hi, I marked the complaint as resolved because the casino processed a withdrawal the same day I filed the complaint, and the next day, shortly before your response, they attempted another withdrawal. I requested new withdrawals of the remaining balance and made additional wagers. I now have three pending withdrawals of €500 and a remaining balance of €200, but I received an email informing me that my withdrawals had been cancelled. When I tried to log in, I discovered that my account is blocked; it says "account under review." Can you help me resolve this issue? I played fairly with the balance I deposited, and in my opinion, the casino is entitled to payment.

Thank you for your response. I'm sorry to hear that you are still experiencing difficulties with this casino. Could you please reply to my previous questions so that we can continue with the investigation?

• Which slot games did you play to accumulate the winnings you are now trying to withdraw?
• Did you experience any technical irregularities while playing these games, such as unusually high wins, unusually frequent wins, or anything else that appeared abnormal?
• Have you contacted customer support to ask why your account is under review and how long the review is expected to take?

Thank you in advance for your cooperation.