The player from Germany has a pending withdrawal at Ragnaro Casino since January 20th and has completed multiple identity verifications, including an ID, selfie, and proof of address, but has received no updates for several weeks. Despite contacting the VIP manager, he remains without information regarding his withdrawal status.
Ragnaro Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for casino to reply
6d 16h 15m 30s
Ragnaro Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
Hello, I am filing this complaint against Ragnaro Casino today because my withdrawal has been pending since January 20th. In the meantime, I was asked to verify my identity and uploaded my ID and a selfie, both of which were approved after some time. Then I was asked for proof of address, which I also uploaded, along with a bank statement. And since then, nothing has happened. No updates on whether it has been approved or if anything else is needed. I also contacted the VIP manager, but I still haven't received any updates and have been left waiting for several weeks.
I hope you can help me.
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1 week ago
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.
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1 week ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ragnaro (Ragnaro.com).
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your payouts were blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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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1 week ago
TranslationHello, I registered with Ragnaro on January 17th. My withdrawals have been blocked since January 20th, the day after I requested my first withdrawal. I only played slots. I earned my winnings using the welcome bonus, wagered it completely, and then withdrew them.
These screenshots show the communication with the VIP Manager. There has been absolutely no response for 8 days now.
My verification is still not complete. They keep rejecting my proof of crypto address. They're demanding that it include my real name, email address, and home address. I'm using Trust Wallet, and that information doesn't exist. My screenshot showing my crypto address within the Trust Wallet app is also repeatedly rejected.
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6 days ago
TranslationMy Trust Wallet screenshot is still being rejected even though I am in contact with the VIP Manager and have already explained that no private data exists in Trust Wallet and that it is a self-custody wallet.
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5 days ago
TranslationUnfortunately, even after being transferred to the VIP Manager several times, my screenshot is still being rejected, and I'm still being asked to make my name, address, and email visible in my Trust Wallet address. I've tried countless times to explain that this doesn't exist and is technically impossible. Unfortunately, everything is being ignored, and I'm getting nowhere.
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2 days ago
TranslationNow my payout has also been cancelled. I need help, please.
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TranslationMy screenshot, which clearly shows my wallet address and is the only thing I can even provide in Trust Wallet, has now been rejected four or five times. Multiple explanations to the VIP Manager and even being transferred to another department have had no effect. I won't be able to proceed without your help.
I'm also attaching the screenshot here so you can see it too.
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10 hours ago
Dear Blizzard44888,
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, Jana (jana.k@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,
Tomas
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7 hours ago
Dear Blizzard44888,
I hope this message finds you well. I am truly sorry to learn about the recent blockage of your account. Please rest assured that I will reach out to the casino and make every effort to resolve this matter promptly.
I would also like to extend an invitation to a representative from Ragnaro Casino to join this conversation and assist in addressing your concern.
Dear Ragnaro Casino,
Could you kindly provide clarification on the reasons behind the blocking of the player's account? Additionally, we would appreciate any evidence supporting this action. You are welcome to share your statement and any relevant documentation here or alternatively, you may send them to my email address at jana.k@casino.guru.
Thank you in advance for your cooperation and for providing the necessary information.
Kind regards,
Jana
