Dragonia Casino - Withdrawal of player's winnings has been delayed.

Ich habe habe die Auszahlung 2 mal storniert weil ich dachte es ist irgendwas mit meinem konto, aber die Auszahlung lässt auf sich warten..1 mal 500 euro

2 Auszahlung 300

3 Auszahlung 200euro

Aber es passiert einfach nichts. Schreibe ständig mit dragonia, aber es kommt immer nur ein Standardsatz.

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Dear Sabse1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Sabse1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nein ich habe mein geld noch immer nicht erhalten. Und solangsam glaube ich das sie es nicht auszahlen werden

Können sie mir da helfen.?

Dear Sabse1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hallo Karla, dragonia hat meine Auszahlung gesperrt angeblich war es meine Bank aber meine Bank war es nicht ich habe mit dennen telefoniert. Was kann ich tun um an mein ganzes geld zu kommen?? Bitte helfen sie mir

Dear Sabse1,

I understand that this situation can be stressful, but please try to stay calm. We will do our best to review your case properly and see how we can help. Everything will be okay, but in order for me to assess the situation accurately, I will need some additional information from you.

In my previous message I asked a few questions that are very important for evaluating your complaint, but I have not yet received your answers. Could you please take a moment to respond to the following:

Have you made any successful withdrawals from this casino before?

Can you please confirm whether your account has successfully passed KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or place sports bets?

Could you please share your communication with the casino regarding the delayed or blocked withdrawal? You can either post screenshots here or send the emails/chat transcripts to my email at karla.m@casino.guru.

Once I have this information, I will be able to review your case more thoroughly and proceed with the next steps much faster.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Sabse1,

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,
Karla
Casino.Guru

We’ve reopened this complaint at the request of Sabse1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Ich habe jetzt bestimmt 10 mal meine ganzen Unterlagen hingeschickt...Personalausweis, Kontoauszüge und ein Bild von mir ,weil sie es brauchen für die Verifizierung ,aber es passiert einfach nix ..immer wieder wollen sie die gleichen daten

Dear Sabse1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Ich habe noch gar keine Auszahlung bekommen ,ich habe immer nur eingezahlt. Und die Verifizierung läuft und immer wieder wollen sie die ganzen Daten die ich schon 11 mal hingeschickt habe.

ICH SENDE IHNEN GLEICH DIE NACHRICHTEN

Dear Sabse1,

thank you for your message and for your willingness to provide the requested information.

To proceed with the investigation, I kindly ask you to send me:

• screenshots of your withdrawal requests (including their current status),
• and all communication you have had with the casino so far (emails or chat transcripts).

You can either upload them directly here or send them to my email at karla.m@casino.guru.

These documents are very important for us to properly review your case and assist you further.

Thank you very much in advance for your cooperation.

Best regards,

Karla

Dear Sabse1,

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.

Ich habe noch keine Auszahlung bekommen und ich hatte Ihnen bereits alles per Mail zugeschickt

Dear Sabse1,

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,

Karla Mayfly

Dear Sabse1,

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 and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Ich habe meine Unterlagen zur Verifizierung 10 mal eingereicht und es läuft jetzt seit Januar. Solangsam sollte mal gut sein .Ich finde es nicht schön was Dragonia da veranstaltet

Dear Sabse1,

Thank you for the patience.

We kindly inform you that your account is verified.

Kind regards,

Dragonia

Dear Dragonia Casino,

thank you so much for such a good news!

Dear Sabse1,

Can you please update me regarding your withdrawals? Thank you

Ich konnte jetzt 500 Euro in Auftrag geben aber mal sehen ob es auch überwiesen wird

Good! Please keep me updated! Thank you

Mach ich ...es müsste eigentlich am Freitag drauf sein

Hallo,ich habe gerade meine ersten 1000 Euro überwiesen bekommen

Danke für ihre Hilfe

Thank you, Sabse1, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino.

We are here to help.

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Thank you in advance for your time.