Dragonia Casino - Player claims that payment has been delayed.

Auszahlung von 200 € seit Mitte Juni offen, Identität via coeo/Schufa längst abgeglichen, Support vertröstet nur mit Bot-Nachrichten."

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Dear mauricaaa,

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

Dear mauricaaa,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hallo Karla, vielen Dank für die Rückmeldung. Nein, ich habe mein Geld leider noch nicht erhalten.

Ich muss die Beschwerde außerdem korrigieren: Es geht insgesamt nicht nur um 200 €, sondern um drei ausstehende Auszahlungen im Gesamtwert von 950 € (450 €, 300 € und 200 €). Alle drei Anträge sind seit Mitte Juni offen.

Gestern Abend (29.06.) hatte ich noch einen Live-Chat mit einer echten Mitarbeiterin namens Dora. Sie hat mir im Chat ausdrücklich bestätigt, dass mit meinem Konto und der Prüfung alles gut aussieht und meine Sorge wegen der Verzögerung absolut berechtigt ist. Als Ausrede wurde mir nur ein ‚hohes Auszahlungsvolumen‘ genannt.

Ich hänge die Screenshots aus dem Chat als Beweis an. Bitte passen Sie die Gesamtsumme der Beschwerde auf 950 € an. Vielen Dank für Ihre Hilfe!

Dear mauricaaa, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear mauricaaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru