Dragonia Casino - Pelaajan kotiutus on viivästynyt.

Refuse to payout even though i have provided them with additional and multiple verification documents.

They now say i need to provide additional verification but dont say what it is. And the page is blank.

They never answer questions that i ask but their response is always that they are looking into my issue and to give more time. But that's even if you say you have 6 toes on one foot.

They don't read anything you write.

They just lie.

Actually I'm sure they're just bots

I have the same issue with amunra, frumzi and one other casino.

They are so connected via the 247 group of crooks

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.

Dear Foolish,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Could you please confirm whether you have submitted all of the documents requested by the casino for the secondary KYC verification process?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

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

Karla M.

Dear Foolish,

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.

Hello. And i appreciate your prompt reply.

I understand the KYC and i filled that requirement earlier this year. Since then, the id expired so, at the request of the casino i sent through the new updated id. This in it self was very difficult.

Please be mindful that this casino is affiliated with Amunra, frumzi, robocat and a couple more casinos. I'm having these issues with most of them.

It's not like i haven't made withdrawals from all of them before, because i have.

They are asking for evidence of cards that have long expired or the accounts are now closed. They have them already. Plus these cards have nothing to do with that current withdrawal or deposits.

I've chatted with dozens of their support. Most say that the withdrawal should be made the same way the deposit was made. So i comply.

Then i was told to use any method to make the withdrawal because bank transfers had a glitch. So to cover my bases i split the withdrawal into 3 different withdrawals using different methods. And still all three were rejected.

I've been told technical issues. Then I've been told the bank rejected the money. Then it was the standard delay time. Then i am told that they can't help so i need to contact their support by email. I have done this multiple times. They do not write back. But on the rejection they send that for any questions i should contact the live chat.

They tell me 1-3 business days for a reply to my enquiry via email. Now they are saying 10 working days.

Recently they said everything was approved but then they cancel the withdrawal without any explanation.

They lie. They cheat. They ignore. They are selective about what they want to read and they do take more than 10 minutes sometimes during the live chats.

There is so much more i could tell you.

Dear Foolish,

Thank you very much for providing the additional information.

To help us review the situation further, could you please provide the following evidence:

• Screenshots showing the three withdrawal requests you mentioned, including their amounts, payment methods, and current/rejected status, if visible.
• Screenshots of the communication with the casino regarding the rejected/cancelled withdrawals and the reasons provided for them.
• Any communication regarding the additional verification requirements, particularly where the casino requests verification of your previous or expired payment methods.
• Any relevant email communication you have had with the casino regarding this issue.

You can attach the screenshots and communication directly here in the complaint thread or send them to me at karla.m@casino.guru.

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

Karla M.

Dear Foolish,

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