The player from Germany made a €50 real-time transfer to Dragonia on January 10th, but the funds did not arrive. He attempted to contact support multiple times and sent a screenshot of the transfer, but did not receive a resolution. The player was asked to provide various documents to assist with the investigation, but after a lack of response, the complaint was closed due to insufficient communication. The player could reopen the complaint if he chose to resume contact.
Dragonia Casino - Player’s deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: €50
Dragonia Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello everyone,
I made a real-time transfer of €50 to Dragonia on January 10th. Unfortunately, the money hasn't arrived, and several attempts to contact support via chat have been unsuccessful.
I already sent them a screenshot of the transfer, but nothing happened.
Best regards
Enes M.
Edited by a Casino Guru admin
Automatic translation:
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1 month 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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1 month ago
Dear Endogs,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Veronika
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1 month ago
TranslationHello Veronika,
My bank confirmed today that the money has been 100% transferred to the account (see screenshot).
Since it's a real-time transfer, my bank has clearly stated that they should have received the money long ago.
I've spoken to chat support several times now, and each time they say that the finance department is experiencing challenges...
Best regards
Enes
Automatic translation:
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1 month ago
Thank you for your reply.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
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1 month ago
Dear Endogs,
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.
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3 weeks ago
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,
Veronika
Casino.Guru
