Dragonia Casino - Player’s withdrawal request has been delayed.

At 19.04 I requested a higher withdrawal limit to withdraw the amount from my account. What I mentioned was that I wanted to receive the amount as quickly as possible because I was in a bad psychological state and wanted to get rid of my addiction. The result was that they blocked me and informed me that they would contact me about the balance. So far, no one has contacted me and every time I have done so, they have responded with a standard response without giving me a clear answer as to when they would pay me.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply.

You wrote that you were asking the casino for higher withdrawal limits; however, in the communication you provided, you refer to a refund.

• Could you please specify what refund you are asking for?
• Were there any winnings of your account left on your account before it was closed?
• Is your player's account closed currently?
• Could you please specify when you have made comments that should have triggered player protection?

Looking forward to your reply.

Good evening, when they cut off my access to my account, the balance was €13,700 and 2 pending withdrawals totaling €1,000 (out of €500). So in the email I sent to dragonia I mention €14,700, because until then they had not deposited anything to me. In the following days they credited me with the 2 withdrawals, but did not pay me the remaining amount of €13,700.

My account is closed, meaning I don't have access.

The comments were on 19.04.

I would like to clarify that I had suggested to them to increase my limit to €3,000 and reactivate my account so that I could make a withdrawal at my own risk, but they did not accept it.

If they hadn't cut off my access with the €500 limit, I would have withdrawn my capital.

Good morning, in your response I would like you to also tell me an official email from the casino's supervisory authority so I can file a complaint.

Thanks for your reply.

• Did you pass account verification before your account was blocked?
• Were any documents requested from you to complete the verification process recently or in the past?
• Which payment method have you used for deposits?
• Did the casino provide any updates to you since the complaint began?

Please let me know.

I have done all the verifications, I had nothing pending. The deposits were made using a debit card. Ask me anything you want with one question and not in separate questions

I have done all the verifications, I had nothing pending. The deposits were made using a debit card. Ask me anything you want with one question and not in separate questions

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Paok444,

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,

Tomas