Dragon Money Casino - Player’s withdrawal request is delayed.

Date and time the problem occurred:

On January 8, 2026, I made two deposits: 1,500 ₽ (Transaction ID #307615486, 05:59) and 1,400 ₽ (ID #307619852, 07:22). The total deposit amount was 2,900 ₽. According to the bonus promotion rules, to withdraw funds, I had to wager the deposit amount with a multiplier of x3 in slots from the allowed table.

I met this requirement. The turnover amount, confirmed by screenshots from my personal account, was 9,000 ₽ in just one day, significantly exceeding the required threshold (2,900 × 3 = 8,700 ₽). However, when I attempted to submit a withdrawal request, the system returned an error: "Deposit wagering required."

The essence of the claim:

Dragon Money Casino is deliberately blocking the withdrawal of honestly won funds (the claim amount is over 50,000 rubles), citing unfulfilled wagering requirements, which have in fact been fully met. Support responds to my inquiries with attached screenshots of my betting history with boilerplate replies, closes the requests without a substantive decision, and even manipulates the wagering requirements on the fly.

Brand Responses (Timeline):

After completing the wagering requirement of x3, I created a ticket and attached screenshots of my betting history. The ticket was closed with a standard response: "You need to wager your deposit x3."

I filed a pre-trial claim demanding a written calculation or the withdrawal be unblocked. The response was the same template again, but with a modified condition: "You must complete the deposit wagering requirement with a 2x multiplier." This is clear evidence that the rules are being changed arbitrarily.

When I pointed out this discrepancy, attaching screenshots of both responses, support returned with a standard response, stating, "You haven't met the wagering requirement, which is why you're experiencing this error. Without meeting the wagering requirement, you won't be able to submit a withdrawal request." No calculation or explanation was provided for which bets were not counted.

At the time of filing my complaint, more than 48 hours had passed since my formal complaint, and there had been no substantive response. The withdrawal was blocked.

Evidence of my rightness (attached to the complaint in the archive).

Screenshot 1: Withdrawal error with a wagering requirement of x3 in the slots from the table.

Screenshots 2-5: Betting history confirming a turnover of ₽9,000 in approved slots. The screenshot shows the dates, amounts, and game names.

Screenshots 6-7: Support's response about the need for wagering, after evidence was provided, and the request was closed (the problem was ignored).

Screenshots 8-10: Support response about the need for x2 wagering (changing the conditions on the fly is key evidence of manipulation).

Requirement:

I request that Dragon Money representatives unblock my withdrawal in full or provide a written calculation of the outstanding wagering requirements, indicating the specific bets and the rule clause under which they were not counted.

Due to the fact that the evidence presented repeatedly has been ignored, I am duplicating it in text form:

My deposits:

#307615486 from 01/08/2026, 05:59 — amount 1,500 ₽

#307619852 from 01/08/2026, 07:22 — amount 1,400 ₽

Total deposit amount: 2,900 ₽

Wagering requirement: x3 = 8,700 ₽

My bets (all placed in slots from the allowed table):

May 1, 2026, 5:59 AM — Marlin Masters: The Big Haul — ₽1,500 (slot wagering odds: 1x)

May 1, 2026, 10:54 PM — Snoop Dogg Dollars — ₽2,500 (slot wagering odds: 1x)

May 1, 2026, 10:57 PM — Snoop Dogg Dollars — ₽2,500 (slot wagering odds: 1x)

May 1, 2026, 11:02 PM — Snoop Dogg Dollars — ₽2,500 (slot wagering odds: 1x)

Total turnover: 9,000 ₽

Required threshold (2,900 × 3): 8,700 ₽

The turnover exceeds the required threshold

Slot names and wagering coefficients (according to the casino table):

Marlin Masters: The Big Haul - 1x odds

Snoop Dogg Dollars - 1x odds

All listed slots are included in the permitted table. All bets were made with real money. The turnover amount (₽9,000) exceeds the required threshold (₽8,700). Wagering requirements have been fully met. There are no grounds for blocking withdrawals.

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Dear Alex_P,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing funds from Dragon Money Casino.

To better understand the situation and assist you more effectively, could you please provide detailed information regarding the following:

• Have you received any specific error codes or messages other than 'Deposit wagering required' when attempting to withdraw?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records.
• Can you confirm whether there are any other ongoing promotions or conditions that might affect your withdrawal?

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

Best regards,

Petra

Hello, Petra.

Thank you very much for your response and willingness to help. I'll answer each point in detail and also provide an important update on the current status of my account.

1. Withdrawal error codes:

The system didn't return a specific numerical error code. When attempting a withdrawal, the message read: "Error. Wager 3x your deposit amount." This message appeared even though the required wagering requirement had already been met.

2. Chronology of correspondence with the casino (key points):

I made two deposits on January 8, 2026, for a total of ₽2,900. The withdrawal requirement is a 3x wagering requirement on slots from the allowed table.

On May 1, 2026, I met this condition: the turnover amount in the allowed slots (Marlin Masters, Snoop Dogg Dollars, 1x odds) was 9,000 ₽, which exceeds the required threshold of 8,700 ₽.

My first support request (and subsequent ones)—they responded with the boilerplate phrase "win back your deposit x3" and closed the ticket, ignoring the attached screenshots. All subsequent requests resulted in boilerplate responses and ticket closures.

The second request (pre-trial claim by email)—the email support team responded differently: "You need to complete the deposit wagering with a 2x multiplier." This is a direct change in the terms and conditions on the fly, which I consider significant evidence of the casino's inconsistency.

After I pointed out this discrepancy, support reverted to the boilerplate responses, stating, "The occurrence of a wagering error indicates that you did not fulfill it." However, they did not provide me with any written calculation or explanation of which specific bets were not counted or on what grounds.

As of today, more than 48 hours have passed since I filed my official complaint, and there has still been no substantive response.

I am attaching screenshots of only the first responses (I cannot attach more, the limit has been exceeded)

3. Other promotions and conditions:

There were no other active bonuses, promotions, or special conditions on my account that could affect withdrawals. The bonus was purchased strictly according to the rules specified in the wagering table. All bets were made on slots listed in that table.

4. An important addition is the current status of the account:

After I posted my complaint on another forum and a casino representative responded, my account was suddenly blocked. The reason given was "Verification" (I can attach a screenshot in the next reply; the limit has been exceeded). Furthermore:

I did not receive any requests to provide documents for verification either before or after the blocking.

Live support chat is not working - when trying to open the widget, the message "Error initializing chat widget" appears (this will also be visible).

Thus, I am completely deprived of access to my funds and the ability to contact the casino in the way they proposed.

I regard this blocking as an attempt to obstruct public proceedings, since it occurred immediately after my appeal to the forum.

1 screenshot: Output error

Screenshot 2: Account blocked after a forum post.

Screenshots 3-5: Email correspondence and support team changing wagering requirements (from 3x to 2x)

I also attach evidence that the wagering requirements have been fully met.

1-2 screenshots: History of my bets, which have only been recorded (the apparent wagering is much higher than 3x of the deposits)

3-4 screenshots: Slots from the table with a 1x coefficient:

I'm attaching screenshots from one of the many tickets on the site. They show that support isn't even looking into the situation, but simply closing the tickets:

Petra, hello again. A quick update on my case, which, unfortunately, confirms the casino's reluctance to resolve the issue.

After our discussion, the account was unblocked, and I even passed verification. At first glance, access appeared to have been restored. However, the essence of the problem remained:

The withdrawal button is activated, the request is sent for confirmation, but at this point the system interrupts the process again and states: "To withdraw, you must wager the deposited amount according to the wagering rules in the User Agreement." However, there are over 50,000 rubles in my account, which I have honestly wagered (proof of turnover is included in the screenshots).

Live chat in your account is not working again (widget initialization error). Contact us via Live Chat or email. support@drag0n.casino , given the experience of previous unsubscribes, I consider it pointless.

It's a vicious circle: technical support isn't working, money isn't being withdrawn, and the public representative on the forum suggests using chat, which only responds with templates and refuses to even consider the attached evidence.

I insist that casino representatives or here on the forum initiate manual processing of my withdrawal. You, Petra, have sufficient screenshots of my betting history and wagering requirements.

Thank you! The problem is solved.

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

Dear Alex_P,

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,

Petra