Dragonia Casino - Player believes that their withdrawal has been delayed.

I requested a withdrawal of 78,000 HUF on March 19th, 11:14 AM. My account is fully verified. According to the casino's own Terms & Conditions, the processing time should not exceed 120 hours. It has now been over 190 hours (8 days).

I have contacted live support multiple times, but I only receive canned responses. I even gave them a final deadline today until 10:00 AM, but they still haven't approved the payment. They are clearly stalling and violating their own rules. I have screenshots of the transaction and the chat history as proof.

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.

Dear tamas1230,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update: My withdrawal is NOT approved yet; it is still in the 'Pending/Review' stage after more than 21 hours. The 'Cancel' button is still active. My bank (Zen.com) confirmed they see no incoming transaction because the casino hasn't even finished the initial review yet. I have been waiting 11 days in total for my money, and this latest 21-hour delay in the 'Review' stage is unacceptable

FINAL UPDATE: The 24-hour ultimatum has expired and no payment has been made.

As shown in the attached screenshot taken at 14:02 (local time), the 'Cancel' button is still active and my withdrawal of 78,000 Ft is still 'Under Review' after 11 days.

Today's support agent (Kata) explicitly confirmed that my account is marked with a RED WARNING due to delays and claimed an internal complaint was filed. They also clearly knew about this Guru complaint without me providing my email, which proves they are monitoring this thread. Despite all this, they refuse to release my funds.

This is a textbook case of delaying tactics. I am requesting the Guru moderators to intervene immediately and consider a point deduction for this casino for failing to honor a simple withdrawal within a reasonable timeframe.

I have clear evidence that the casino is intentionally skipping my March 19th withdrawal. While my request is still 'Pending' after 13 days, several users on public forums (LCB and CasinoGuru) with MARCH 20th requests have already been paid in the last 60 minutes (e.g. SlotKing99).

​This is no longer a 'delay' due to high volume; this is unfair treatment and discrimination against my account. I ask the CasinoGuru team to demand an explanation from Dragonia as to why they are processing later dates while ignoring my older, valid request.

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

Dear tamas1230,

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,

Karla