The player from Germany faced withdrawal problems from his Dragonia account after depositing funds with cryptocurrency. Despite submitting proof of his e-wallet multiple times, the casino repeatedly rejected it without explanation, leading to frustration and delayed responses. The issue was resolved after the player provided the necessary documentation and communicated with the casino, resulting in the acceptance of his withdrawal. The complaint was marked as resolved by the player, and the Complaints Team confirmed the resolution.
Dragonia Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Dragonia Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
I am contacting you because I have been experiencing significant problems with my withdrawal for several days. I deposited funds into my Dragonia account using cryptocurrency and subsequently requested a withdrawal to my Revolut account.
Although you requested proof of my e-wallet account, I have already submitted it completely and correctly multiple times. Despite this, the proof is repeatedly rejected without any comprehensible explanation. Furthermore, I receive your responses only with significant delays or sometimes not at all, which makes the situation very frustrating for me.
I therefore urgently request that you:
a clear explanation as to why my submitted evidence was rejected,
the immediate review and release of my payment,
A timely response is requested so that this matter can finally be resolved.
I expect a quick solution and thank you in advance for your cooperation.
Best regards
A******* P******
Edited by a Casino Guru admin
Automatic translation:
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3 months 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 months ago
Dear FesiRnB,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Dragonia Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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3 months ago
TranslationDear Katarina,
Thank you for your feedback. I'd be happy to answer your questions:
I have never successfully made a withdrawal before.
The KYC verification is almost complete.
The only remaining issue is regarding my e-wallet. This was initially rejected. Afterwards, I submitted a screenshot of my Revolut account (which I already sent you).
My winnings were achieved with an active bonus, specifically the 100% deposit bonus.
I mainly played slots.
After I had met the wagering requirements, I placed a few more sports bets because the Champions League etc. was taking place.
I hope this information is helpful. Thank you for your support.
Best regards
Automatic translation:
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3 months ago
Dear FesiRnB,
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
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear FesiRnB,
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,
Katarina
