Ragnaro Casino - A desistência do jogador está atrasada.

Hello, I am filing this complaint against Ragnaro Casino today because my withdrawal has been pending since January 20th. In the meantime, I was asked to verify my identity and uploaded my ID and a selfie, both of which were approved after some time. Then I was asked for proof of address, which I also uploaded, along with a bank statement. And since then, nothing has happened. No updates on whether it has been approved or if anything else is needed. I also contacted the VIP manager, but I still haven't received any updates and have been left waiting for several weeks.

I hope you can help me.

Hallo, ich reiche heute diese Beschwerde gegen Ragnaro Casino ein, da meine Auszahlung seit 20. Januar ausstehend ist. Ich wurde in der Zwischenzeit zur Verifizierung aufgefordert und habe Ausweis und Selfie hochgeladen, beides wurde nach einiger Zeit genehmigt. Dann wurde von mir adressnachweis gefordert. Auch den habe ich hochgeladen, einen Kontoauszug. Und seitdem passiert gar nichts mehr. Keine Updates ob es genehmigt wurde oder andere Sachen benötigt werden. Ich habe auch dem VIP Manager geschrieben und trotzdem erhalte ich keine Updates und werde schon mehrere Wochen warten gelassen.

Ich hoffe Sie können mir helfen.

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 your complaint. I’m sorry to hear about your negative experience with Ragnaro (Ragnaro.com).

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

• Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with 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

Hello, I registered with Ragnaro on January 17th. My withdrawals have been blocked since January 20th, the day after I requested my first withdrawal. I only played slots. I earned my winnings using the welcome bonus, wagered it completely, and then withdrew them.

These screenshots show the communication with the VIP Manager. There has been absolutely no response for 8 days now.

My verification is still not complete. They keep rejecting my proof of crypto address. They're demanding that it include my real name, email address, and home address. I'm using Trust Wallet, and that information doesn't exist. My screenshot showing my crypto address within the Trust Wallet app is also repeatedly rejected.

Hallo, ich habe mich am 17. Januar bei Ragnaro angemeldet. Meine Auszahlungen sind gesperrt seit 20. Januar, ein Tag nachdem ich meine erste Auszahlung beantragt habe. Ich habe nur Slots gespielt. Meine Gewinne habe ich mithilfe des Willkommensbonus erzielt, diesen vollständig umgesetzt und dann ausgezahlt.

Diese Screenshots zeigen den Verlauf mit dem VIP Manager. Mittlerweile seit 8 Tagen absolut keine Antwort mehr.

Meine Verifizierung ist immer noch nicht abgeschlossen. Sie lehnen wiederholt meinen Nachweis des Crypto Adresse ab. Sie verlangen dass dort mein echter Name, Email Adresse und Wohnadresse drauf steht. Ich verwende das Trust Wallet und sowas existiert nicht. Mein Screenshot der meine Crypto Adresse innerhalb der Trust Wallet App zeigt wird leider immer wieder abgelehnt.

My Trust Wallet screenshot is still being rejected even though I am in contact with the VIP Manager and have already explained that no private data exists in Trust Wallet and that it is a self-custody wallet.

Mein Trust Wallet Screenshot wird weiter abgelehnt obwohl ich in Kontakt mit dem VIP Manager stehe und auch bereits erklärt habe dass in Trust Wallet keine privaten Daten existieren und es eine selbstverwahrungs Wallet ist.

Unfortunately, even after being transferred to the VIP Manager several times, my screenshot is still being rejected, and I'm still being asked to make my name, address, and email visible in my Trust Wallet address. I've tried countless times to explain that this doesn't exist and is technically impossible. Unfortunately, everything is being ignored, and I'm getting nowhere.

Leider wird auch nach mehrmaligen weiterleitens des VIP Managers mein Screenshot weiterhin abgelehnt und erneut gefordert dass mein Name, Adresse und Email in meiner Trust Wallet Adresse sichtbar sein sollen. Ich habe jetzt wirklich unzählige Male versucht zu erklären dass dies nicht existiert und technisch nicht möglich ist. Leider wird alles ignoriert und ich komme nicht weiter.

Now my payout has also been cancelled. I need help, please.

Jetzt wurde auch noch meine Auszahlung storniert. Ich benötige bitte Hilfe

My screenshot, which clearly shows my wallet address and is the only thing I can even provide in Trust Wallet, has now been rejected four or five times. Multiple explanations to the VIP Manager and even being transferred to another department have had no effect. I won't be able to proceed without your help.

I'm also attaching the screenshot here so you can see it too.

Mein Screenshot der klar meine Wallet Adresse Zeigt und das einzige ist dass ich in Trust Wallet überhaupt bereitstellen kann, wurde nun zum vierten oder fünften Mal abgelehnt. Mehrfache erklärungen dem VIP Manager und auch die Weiterleitung haben nichts bewirkt. Ich werde ohne Ihre Hilfe nicht weiter kommen.

Hier füge ich ebenfalls den Screenshot hinzu damit Sie es auch sehen können

Dear Blizzard44888,

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, Jana (jana.k@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,

Tomas

Dear Blizzard44888,

I hope this message finds you well. I am truly sorry to learn about the recent blockage of your account. Please rest assured that I will reach out to the casino and make every effort to resolve this matter promptly.

I would also like to extend an invitation to a representative from Ragnaro Casino to join this conversation and assist in addressing your concern.

Dear Ragnaro Casino,

Could you kindly provide clarification on the reasons behind the blocking of the player's account? Additionally, we would appreciate any evidence supporting this action. You are welcome to share your statement and any relevant documentation here or alternatively, you may send them to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and for providing the necessary information.

Kind regards,

Jana