The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported that partial payments of €800 each had been received, with several withdrawals still pending. The casino was processing the withdrawals within the timeframe stated in their Terms and Conditions. We considered the situation to be progressing as expected and proceeded to close the complaint as resolved, while advising the player to report any significant delays in future withdrawals.
Dragonia Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €8,323
Dragonia Casino
Safety Index:HighCase summary
Discussion
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4 weeks ago
Translation
I won the Daily Drop Jackpot on January 26, 2026 at Dragonia Casino playing the game Wild Circus.
On January 27, 2026, I requested a withdrawal of €800. This is the maximum amount that can be withdrawn daily at my current level three.
On January 28, 2026, I played again and had more luck with the game Ancient Riches, winning an additional €1500.
After that, I requested the second payment of €800.
The payment has not been completed to date.
There was no bonus in the game.
My account is fully verified. My user account explicitly states that no further verification is required (screenshot attached).
I contacted customer support on February 2nd. The only response I received was a general message stating that the case had been forwarded to the finance department and was being handled "with priority".
No specific reason was given for the delay, and no timeframe for the payout was specified.
Since there are no bonus conditions, no open verification, and no plausible explanation for the delay, I consider the current situation inappropriate.
I request assistance in resolving this case and obtaining the payment of my legally won balance.
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4 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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4 weeks ago
Dear Dialorsa,
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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4 weeks ago
TranslationThank you, that's fine 👍🏼 See you then 💁🏼
One more question... I have more screenshots, including some from my contact with support. Where can I upload them?
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3 weeks ago
Theresa (Dragonia)
5. Feb. 2026, 07:18 OEZ
Dear Ms. Diana Baumgarten,
Thank you for reaching out to the Dragonia team. Hope this email finds you well!
We sincerely apologize, but at the moment, we do not have any native speakers available. In our effort to provide you with a prompt and efficient response, we will be addressing this reply in English.
We would like to express our sincere thanks for your attention and for taking the time to communicate with us. Your interest and trust are very valuable to us, and we are here to ensure that you receive the best possible assistance.
We understand your frustration, and we sincerely apologize for the inconvenience caused by the delay in withdrawals. Please know that we take your feedback seriously and are actively working to address the issue. Our team is committed to resolving this matter as quickly as possible to ensure a smooth experience for all our customers.
Your patience and understanding are greatly appreciated as we strive to improve our services.
Thank you for your continued support and understanding.
If you have any additional questions, please do not hesitate to contact us via email support@Dragonia.com or via Live Chat.
Best Wishes,
Dragonia.com Customer Service
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3 weeks ago
TranslationHello, I received an email today.
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3 weeks ago
TranslationThe casino has processed an initial partial payment of €800 via email. However, further payouts are still pending, as the total amount is significantly higher.
I will monitor the situation over the next few days and wait to see if the payments are made as planned. Should there be any further delays or problems, I will contact you again.
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3 weeks ago
Dear Dialorsa,
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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3 weeks ago
TranslationTo date I have made two withdrawals of 800 euros each into my account 👍🏼
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2 weeks ago
TranslationThe requested three withdrawals of 800 euros each were paid out.
According to the terms and conditions, I now have 3 outstanding withdrawal requests.
The course of events remains to be seen.
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2 weeks ago
Dear Dialorsa,
Thank you very much for the update. I appreciate you keeping us informed.
Since the casino has been processing your withdrawals and paying them out within the timeframe stated in their Terms and Conditions (according to your current withdrawal limits), the situation appears to be progressing as expected.
If the casino continues to process the remaining withdrawals in line with their stated limits and standard processing times, I will proceed to close this complaint as resolved, as there would no longer be an unjustified delay.
However, please rest assured that if the casino significantly delays any of the remaining withdrawals beyond the reasonable timeframe outlined in their Terms, you can contact us immediately and I will reopen the case without hesitation.
For now, I suggest we continue monitoring the remaining payouts. Please keep me updated on any developments.
Karla
