The player from Germany had a pending withdrawal at Ragnaro Casino since January 20th and had completed multiple identity verifications, including an ID, selfie, and proof of address, but had received no updates for several weeks. Despite contacting the VIP manager, he remained without information regarding his withdrawal status, and his Trust Wallet screenshot kept being rejected because the casino demanded personal data that could not exist in a self-custody wallet. We contacted the casino multiple times without success, and since the casino operated without a valid license or ADR service, the complaint was initially marked as unresolved. The complaint was later marked as resolved because a second complaint about the same issue was filed, and the original verification problem was reported as resolved.
Ragnaro Casino - Player's withdrawal is delayed.
Case closed
Amount: €32,923
Ragnaro Casino
Safety Index 5.9 Below averageCase summary
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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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
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.
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.
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.
TranslationNow my payout has also been cancelled. I need help, please.
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.
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
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
TranslationAnd once again, my Trust Wallet verification was rejected, even though VIP support repeatedly told me my statement had been forwarded. It's extremely obvious that Ragnaro Casino is deliberately refusing to verify my account and is doing everything it can to get me to gamble away my funds so they don't have to pay out. All I want is to withdraw my winnings, but instead, I receive emails from VIP managers trying to encourage me to gamble away my balance. And when I reply that I just want to withdraw my money and ask why my verification isn't finally complete, I receive no further response. 
I requested my withdrawal 2.5 months ago, and my verification has now been going on for almost two months. This is appalling behavior from the casino. They refuse to accept my Trust Wallet screenshot because no personal data is visible. What the casino is demanding doesn't even exist! They could try downloading Trust Wallet themselves, but no, they prefer to deliberately delay everything until it's no longer possible.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationUnfortunately, my Trust Wallet verification is still being rejected. At this point, it's hopeless. It's technically impossible to provide the document as requested, and all my countless attempts to resolve this with support have obviously failed. I'm quite certain that Ragnaro Casino knows that Trust Wallet doesn't contain personal data but is deliberately refusing to complete my verification in order to avoid paying out my winnings.
TranslationUnfortunately, my verification process is still not complete, and I am receiving calls and new emails with absolutely outrageous offers to gamble away my money. 
I've exchanged 20 emails with support regarding my verification and repeatedly asked Ragnaro to finally complete it, but all attempts fail due to Ragnaro's deliberate delays. The casino is intentionally blocking the verification process. All required documents have been submitted, yet my Trust Wallet verification is permanently rejected. I'm receiving calls and emails demanding I wager €330,000 within 72 hours so that my withdrawal limit will supposedly be doubled for three days! Incredibly brazen, and not a single withdrawal has been processed in over two months! I feel completely cheated by the casino. I have no idea what else I can do. Support keeps saying my Trust Wallet screenshot has been forwarded, but it's still rejected. It's impossible to successfully complete the verification process at this casino.
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Jana
