The player from Germany experienced a delay in his withdrawal request made six weeks ago for €2,710. Although he had submitted all necessary documents, including a Mifinity account statement, the casino continued to request it again, leading to frustration. The issue was resolved after the casino processed his withdrawal, and he confirmed that all funds had been paid out. The complaint was marked as 'resolved' in the system.
Dragonia Casino - Player's withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Dragonia Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Dragonia complaint
Hello dear Casino Guru Team,
On July 14, 2025, I deposited €177 for a casino reload bonus and received €200.
Real money and bonuses are separate at this casino. After losing my real money, I activated the €200 casino bonus.
After meeting all the wagering requirements, I was able to request a withdrawal of €2,710. The casino paid out all but €500.
My account is almost fully verified. The casino requires a Mifinity account statement dated June 20, 2025, to July 20, 2025.
I've already sent this exact Mifinity account statement to the casino, but they're still requesting it again. I don't understand why it wasn't accepted.
All other documents requested for verification have already been verified.
Since the casino hasn't processed my withdrawal for six weeks, I've decided to file a complaint and hope you can help me resolve this matter.
Best regards,
Michael
Automatic translation:
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4 months ago
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.
- Have you made any previous withdrawals from the casino?
- Is your deposit from July 14th among the transactions on the statement you provided to the casino?
- Is the statement you provided to the casino in the correct format?
- Which particular information that the casino specified is necessary to be present on the document?
- Could you please share with me your communication between you and the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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
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4 months ago
Translation
Hello Tomas,
Have you withdrawn money from the casino before?
Yes
Is your July 14 deposit listed among the transactions on the bank statement you submitted to the casino?
Yes
Is the declaration you submitted to the casino in the correct format?
Yes
What information provided by the casino must be included on the document?
The Mifinity account statement must include all transactions between June 20, 2025, and July 20, 2025, as well as the casino deposit of July 14, 2025, which is also included on the Mifinity account statement.
Could you please share with me your communication with the casino regarding the issue?
Send emails or chat transcripts to my email address [email protected] , or post screenshots here
kind regards,
Michael
Automatic translation:
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4 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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4 months ago
Hello Popy71,
My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Dragonia Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Attila G.
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4 months ago
Translation
Hello Attila,
The €500 withdrawal was canceled by the casino and credited back to my account. I cannot request any withdrawals at the moment because my account has been blocked for withdrawals.
kind regards,
M******
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
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.
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4 months ago
Translation
Hello Attila,
I was able to request a payout of €500 today.
kind regards,
M******
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Popy71,
Could you please confirm whether you have received all of your withdrawals so that we can proceed with closing this complaint?
Thank you in advance.
Best regards,
Attila G.
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4 months ago
Translation
Hello Attila,
500€ have still not been paid out by the casino.
No further documents are requested in the verification tab.
kind regards,
M******
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Translation
Hello Attila,
I can confirm that everything has now been paid out. Therefore, the complaint can be closed.
Thank you for your support.
kind regards,
M******
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Popy71,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila Gorkij
Casino.Guru
