Dragonia Casino - Player's withdrawals are delayed.

Salve, mi sono registrato su Dragonia circa un anno fà e da allora ho depositato e prelevato svariate volte, ho accumulato 1900€ di saldo giocando alle slot senza bonus o spin gratuiti e richiesto il 5 luglio primo prelievo da 500€ (massimo giornaliero) per poi inserirne altri due nei giorni successivi. In questo momento ho 3 prelievi in attesa di importo totale 1400€ più 500€ di saldo residuo sull’account che non posso prelevare perché ho già 3 prelievi in attesa. Ho già effettuato la verifica kyc tuttavia il casinò continua a non pagare i prelievi e l’unica risposto che ottengo è che hanno un ritardo a causa dell’elevato numero di richieste di prelievo 🤦🏽‍♂️

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you successfully withdrew funds from this casino?
• How long does it usually take for the casino to process and pay out your withdrawal requests?
• Which slot games did you play to accumulate the winnings you are now trying to withdraw?
• Did you experience any technical irregularities while playing these games, such as unusually high wins or an unusual lack of losses?

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

Best regards

Veronika

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

Dear Darz1991,

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,

Veronika

We’ve reopened this complaint at the request of Darz1991. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

Hi, I marked the complaint as resolved because the casino processed a withdrawal the same day I filed the complaint, and the next day, shortly before your response, they attempted another withdrawal. I requested new withdrawals of the remaining balance and made additional wagers. I now have three pending withdrawals of €500 and a remaining balance of €200, but I received an email informing me that my withdrawals had been cancelled. When I tried to log in, I discovered that my account is blocked; it says "account under review." Can you help me resolve this issue? I played fairly with the balance I deposited, and in my opinion, the casino is entitled to payment.

Thank you for your response. I'm sorry to hear that you are still experiencing difficulties with this casino. Could you please reply to my previous questions so that we can continue with the investigation?

• Which slot games did you play to accumulate the winnings you are now trying to withdraw?
• Did you experience any technical irregularities while playing these games, such as unusually high wins, unusually frequent wins, or anything else that appeared abnormal?
• Have you contacted customer support to ask why your account is under review and how long the review is expected to take?

Thank you in advance for your cooperation.

grazie per aver riaperto il reclamo. avevo giocato alle slot della pragmatic e comprato alcuni bonus alla extra chilly della big time gaming, non ho notato nessuna anomalia nelle mie partite e non ho utilizzato nessun bonus. ho provato a contattare l'assistenza tramite chat ed anche l'account manager che mi avevano assegnato in precedenza ma ogni tentativo di comunicazione viene ignorato. il mio account ha un saldo residuo di 1700€

Credo che dragonia non abbia nulla a che fare con la chiusura del mio account, controllando la mia casella di posta ho notato che prima i miei prelievi sono stati cancellati su lolajack e subito dopo su dragonia. Lolajack ha la stessa interfaccia grafica di dragonia, sono un unica entità per cui una volta che uno dei casinò del loro brand blocca l’accesso all’account il blocco viene esteso a tutti gli account nei loro casinò dove veniva utilizzato lo stesso indirizzo e-mail per accedere. In passato ho depositato migliaia di euro ed effettuato diversi prelievi su questo casino ed ero anche utente vip. Mi sa che senza il vostro intervento non c’è modo di risolvere la questione e recuperare almeno il saldo dell’account, per quanto riguarda l’account come già capitato in altri casi non c’è nulla da fare, se l’amministrazione del casinò ha deciso di chiudere l’account la decisione è irreversibile

Dear Darz1991

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Darz1991,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Dragonia Casino to join this conversation and assist in addressing the complaint.

Dear Dragonia Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We kindly inform you that we will are checking on the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Dragonia Team

Dear Dragonia Casino,

Thank you for the update.

We appreciate you looking into the matter. In your next response, could you please provide us with the relevant information and details regarding the player's complaint so that we can review the situation and proceed accordingly?

We look forward to your response.

Mi sono appena reso conto che il mio account su dragonia è stato sbloccato e sono in grado di accedere e richiedere un nuovo prelievo, mentre sugli altri casinò del loro gruppo compreso lolajack dove ho 1200€ di saldo l’accesso rimane bloccato

Devo rettificare il mio ultimo messaggio, sfortunatamente depositi e prelievi sono bloccati

Dear player,

Our relevant Team has reviewed your account and confirmed that withdrawals are currently restricted pending complete verification. To lift these restrictions and enable withdrawals, we require copy submissions for all credit/debit cards used to deposit into your account.

Requirements for card verification:

-Clear photos or scans of the front and back of each card used on your account.

-For your security: Please ensure you mask/cover the 8 middle digits on the front of the cards (leaving the first 6 and last 4 digits visible) and cover the 3-digit CVV/CVC code on the back.

-The cardholder's name and signature must be clearly visible.

Once all requested card copies have been received and verified by our relevant department, the payout restrictions on your account will be removed.

Please provide these documents by sending us an e-mail on support@dranonia.com so we can process your pending withdrawals as quickly as possible.

Best regards,

Dragonia Team

Salve, potrebbe indicarmi le ultime cifre delle carte in questione? Io avevo completato la verifica dell’identità e ricordo di aver anche fornito l’estratto conto di revolut che ho usato per depositare e prelevare. poco prima di aprire reclamo avevo completato l'intera procedura kyc e avevate anche approvato due dei miei prelievi, uno da 500€ ed uno da 400€. sono vostro cliente da diverso tempo e solamente tra dicembre e gennaio credo di aver depositato oltre 10.000€ sul mio account quindi ancora non riesco a spiegarmi quale ragione vi abbia spinto a chiudere il mio account senza nessun tipo di comunicazione..

Gentile rappresentante di dragonia casinò, ho controllato la cronologia del mio account e dovrei aver effettuato circa 20 depositi con la visa 3171 per cui ho già inviato foto della carta tramite e-mail come da sua richiesta, le restanti centinaia di depositi sono stati effettuati con revolut bank transfer (conto 1747) per cui ho già fornito attestazione di titolarità e attraverso la vostra piattaforma playid dove ho completato regolarmente kyc. A causa di questa situazione ogni singolo casino del vostro gruppo dove avevo usato l’e-mail dany91p2 ha ristretto l’accesso al mio account e mi ritrovo impossibilitato ad accedere e prelevare i saldi che avevo su altri casinò. Penso di aver giocato sempre correttamente e di non aver mai abusato di nessun bonus per cui vorrei chiederle di rimuovere le restrizioni sul mio account visto che sono praticamente cliente su tutti i casinò del vostro gruppo ed in diversi casinò sono utente vip di livello 4 e 5 e mi piacerebbe poter usufruire ancora dei vantaggi che mi erano stati riservati. Grazie, attendo una sua risposta

Salve, l’assistenza ha risposto alla mia e-mail dicendo che devo caricare il documento richiesto sul mio profilo alla sezione verifica account ma li c’è scritto che il mio account non richiede una verifica quindi non posso fare ciò che mi hanno chiesto

EDIT: ho ricevuto un email dall’assistenza ed avevo erroneamente lasciato visibili solo le prime e le ultime 4 cifre della carta, mentre avrei dovuto lasciare visibile le prime 6 cifre e le ultime 4, ho inviato nuovamente il tutto e resto in attesa che la verifica venga completata

Salve, l’operatore del servizio clienti continua a rifiutare il documento da me inviato dicendo che devo caricarlo dal profilo del mio account alla sezione verifica e che loro non sono autorizzati ad accettare documenti inviati per e-mail, ma lì sul mio profilo c’è scritto che il mio account non richiede nessuna verifica per cui resto in attesa di gentile riscontro del rappresentate del casinò avendo già inviato il documento richiesto per ben 3 volte

Dear Darz1991,

Thank you for the information provided.

We kindly inform you that we are in contact with pur relevant team and we will have updates for you as soon as possible.

Best regards,

Dragonia Team

Dear Dragonia Casino,

Thank you for your response and for looking into the matter with the relevant department.

The player has confirmed that they have already submitted the requested card documentation several times. However, they are currently being instructed by customer support to upload the document through the verification section of their account, while that section indicates that no verification is required and therefore does not allow them to upload the requested document.

Could you please clarify how the player should proceed in this situation?

If the document must be uploaded through the player's account, we kindly ask you to enable the appropriate verification request so that the player can submit it. Alternatively, if the document can be reviewed through another channel, please provide the player with clear instructions on where it should be sent.

We would appreciate your assistance in resolving this issue so that the verification can be completed and the withdrawal restrictions can be reviewed without further unnecessary delays.

Thank you for your continued cooperation.

I look forward to your update.