The player from Germany has been attempting to verify her Dragonia account for over a month, having submitted all required documents. Despite providing her ID, selfies, and proof of deposit, the verification process remains incomplete.
Dragonia Casino - Player's account verification is delayed.
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Waiting for Casino Guru to reply
0d 5h 24m 58s
Dragonia Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
I've been trying to verify my Dragonia account for over a month now, and it's still not complete. The casino has received all the necessary documents from me: my ID, a selfie with Dragonia in the background, a selfie scan, proof of my crypto account, and proof of deposit.
My verification page now looks like this. 
Support tells me to be patient, but this process has already been going on for over a month.
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3 weeks ago
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.
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3 weeks ago
Dear batong,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Could you please advise if you provided all the required documents in the correct format?
- Has the casino indicated any issues with approving any specific documents?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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3 weeks ago
TranslationHi Kristina.
I uploaded all the documents in the correct format. The casino didn't contact me at all on its own initiative; I logged in every day to check for updates.
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2 weeks ago
Thank you very much for your reply, batong. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 week ago
TranslationHi Kristina. I didn't take a screenshot of the live chat, but my account has now been verified. I'm still waiting for my winnings to be paid out, though.
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1 week ago
TranslationHi Kristina, Dragonia has not processed any payouts yet.
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1 week ago
Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
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1 week ago
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My account is fully verified, yet not a single withdrawal has been processed since then. As you can see, it's been pending since February 27th, and the website states a 72-hour processing time.
I would also like to say that my verification process alone took almost 2 months.
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4 days ago
TranslationNo further updates. Nothing has happened.
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2 days ago
TranslationUnfortunately, nothing has happened yet. I'm afraid I won't get my money back without help.
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Casino Guru is examining the case
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
