The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had intervened after the recommended waiting period, confirming that the player's account was verified and the withdrawal approved by the casino. The issue was resolved, and the player marked the complaint as resolved in the system.
Dragonia Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €500
Dragonia Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I requested a withdrawal of €500 on 10/23/25 from my Dragonia Casino account.
After more than 11 days, the payment is still showing as "processing".
I've contacted support several times (both via chat and email), but I only get automated responses that mention "delays due to high volume of requests" with no specific date.
In the past few months I had already made two other withdrawals of €500 and they were paid regularly.
I would like to receive confirmation that my payment has been approved and a clear timeframe for the credit.
I'm attaching screenshots of my conversations with support as proof.
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 Mele,
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
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1 month ago
Translation
Hi, thanks for your reply and your availability.
I confirm that my withdrawal of €500 was requested on 23/10/25 and that my account does not require verification at this time.
I've already contacted casino support several times, but I keep getting only automated replies and no specific payout date.
I understand that some withdrawals may take longer, but the situation is becoming worrying and I just want to make sure the casino isn't holding funds unjustifiably.
I will wait the 14 days indicated, but I kindly ask you to keep monitoring my complaint in case the problem persists.
Thanks again for your help and support.
Automatic translation:
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1 month ago
Dear Mele,
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.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mele,
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,
Attila
