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