Dragonia Casino - Player’s winnings are delayed.

I had two wins on the game go panda of 625€ each and the winnings were not returned. I have contacted the company via email I have sent all the proofs for ten days and they only tell me to be patient and that they are trying to contact the provider which is hawksaw

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Dear Zampo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to katarina.d@casino.guru?

Have you stopped playing right after the incident? Meanwhile, please check our article explaining "How slot machines are programmed"

ttps://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you.

Thank you in advance for your understanding.

Best regards,

Katarina

Good evening. I'm still waiting for a response from both you and the casino.

Dear Zampo,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I forwarded all communications to you.

Thanks

Dear Zampo,

thank you for your reply and emails.

Could you please describe how long have you been a player at this casino, please?

Has this been the first incident of this nature that you have experienced?

Do you have an access to your game history, please? Could you please share it with me?

Looking forward to your reply,

Katarina

It was the second time I played and I have forwarded the game history to you. I am sending it to you again.

Dear Zampo

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello Zampo,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Zampo,

I've contacted the casino representative through another channel and expect a reply soon.

I received a response from the casino representative via email. They are investigating the case. Once again, sorry for the delays. Hopefully, the casino representative will comment on the case here soon.

Dear Zampo,

Thank you for your patience and for contacting us.

Having reviewed your case with the relevant team, we found that the round in question had been arranged correctly, in accordance with the provider's instructions. You were informed of this by Customer Support on 5 November 2025.

Kind regards,

Dragonia Casino Team

Hello Zampo,

Could you please forward this communication to me (matej@casino.guru)?

Dear Zampo,

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,
Matej
Casino.Guru