Dragonia Casino - Player’s withdrawals are delayed and blocked.

Dear Casino Guru Team,

I am writing to file a formal complaint against Dragonia Casino regarding severely delayed withdrawals, blocked payments, excessively long verification, and unreasonable withdrawal limits.

I currently have a total balance of approximately €92,000 in the casino, which I am unable to access or withdraw.

I submitted withdrawal requests on March 25th, 26th, and 27th. These requests remained pending well beyond the stated processing time of up to 5 days. Subsequently, my withdrawals were blocked without clear justification, and I was asked to complete account verification (KYC).

I complied immediately and submitted all required documents. However, my account has now been under verification for more than 10 days, with no meaningful update, no progress, and no clear explanation.

Despite repeated attempts to communicate with customer support, I continue to receive only vague and generic responses such as "there is a delay" or "your account is in priority," without any transparency or resolution.

In addition, the withdrawal limits applied to my account are extremely low and restrictive (€500 per day and €7,000 per month). At this rate, it would take an unreasonably long period of time—potentially over a year—to withdraw my funds in full. These limitations make it practically impossible to access my balance in a fair and reasonable manner.

This situation is extremely frustrating and unacceptable. The combination of delayed withdrawals, sudden blocking of requests, excessive verification delays, and restrictive withdrawal limits creates the impression of systematic stalling and raises serious concerns about the fair handling of my funds.

It is particularly concerning that, in a previous instance, after contacting the VIP department, my withdrawals were processed almost instantly. This demonstrates that the casino is capable of processing payments without delay when it chooses to do so.

At this point, I no longer have confidence in the handling of my account or my funds.

I respectfully request your immediate assistance in:

Ensuring that my account verification is completed without any further delay

Releasing my blocked withdrawals and processing them in full

Reviewing the fairness and practicality of the withdrawal limits applied to my account

Requiring the casino to provide clear, transparent, and accountable communication regarding my case

Given the circumstances, I consider this matter urgent and expect prompt intervention.

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 your complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to better understand your situation.

• What types of games did you play to accumulate the winnings you are trying to withdraw?
• Did you accumulate these winnings with or without using a bonus?
• Are there any documents in your account that are still pending verification?
• When was the last time you submitted any documents to the casino for verification?

Please note that withdrawal limits are outlined in the casino’s Terms and Conditions. As long as the casino processes payments in accordance with these limits, we may not be able to influence them to increase the payout amount or frequency on an individual basis.

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

Σας ευχαριστώ για την απάντησή σας. Παραθέτω τις πληροφορίες που ζητήσατε:

• Τα κέρδη μου προήλθαν κυρίως από παιχνίδια live καζίνο.

• Τα κέρδη αποκτήθηκαν χωρίς τη χρήση μπόνους. Δεν υπήρχε ενεργό μπόνους στον λογαριασμό μου.

• Έχω υποβάλει όλα τα απαραίτητα έγγραφα για επαλήθευση και δεν έχω λάβει καμία ενημέρωση ότι απαιτείται κάτι επιπλέον.

• Τα έγγραφα υποβλήθηκαν πριν από 12 ημέρες, και από τότε η επαλήθευση παραμένει σε εκκρεμότητα χωρίς καμία ουσιαστική ενημέρωση ή πρόοδο.

Θα ήθελα να τονίσω ότι οι αναλήψεις μου αρχικά καθυστέρησαν, στη συνέχεια μπλοκαρίστηκαν, και μου ζητήθηκε επαλήθευση την οποία ολοκλήρωσα άμεσα. Παρ’ όλα αυτά, μέχρι σήμερα δεν υπάρχει καμία εξέλιξη.

Η κατάσταση αυτή με ανησυχεί ιδιαίτερα, καθώς δεν έχω πρόσβαση στα χρήματά μου και δεν υπάρχει σαφές χρονοδιάγραμμα ολοκλήρωσης.

Σας ευχαριστώ εκ των προτέρων για τη βοήθειά σας και ελπίζω στην επίλυση του ζητήματος το συντομότερο δυνατό.

Still nothing

Thank you for your responses. Before we proceed with the investigation, please forward all communication between you and the casino’s customer support regarding the verification of your account and the delay in processing your payment to veronika.f@casino.guru.

Thank you for your patience and cooperation.

Dear Giannis23

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, Martina (martina.b@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 Giannis23,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Dragonia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

*update* My pending withdrawals have completed but I can’t request new because my account is still unverified and withdrawals are blocked. I’ve already sent every document they needed for like 30 times.They keep doing the same thing for 20+ days.Same answer

Dear all, 

We kindly inform you that we are checking on the matter with our relevant team 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 Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear Giannis23,

Thank you for your patience.

We kindly inform you that your account has been closed after your recent request and there is no balance left on your account. Taking into consideration that, there is not much that we can do regarding the verification of your account as long as your account is closed.

Thank you for your understanding.

Best regards,

Dragonia Team

Dear Giannis23,

Could you please provide us with an update regarding your balance? Have you received the funds, were they lost during gameplay, or could you please clarify what happened?

Thank you very much in advance for your reply.

Dear Giannis23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru