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Hello,

I deposited €21 and played without a bonus. I made two purchases of €20 each and also gambled some money. I then wanted to withdraw €90, but the system tells me I haven't wagered the entire amount even once. Live chat tells me I've only wagered 40 cents of the €21. This isn't true, and I can prove it with screenshots.

Live support is not helping, so I ask you to clarify the situation.

Best regards

Hallo,

ich habe 21 Euro eingezahlt, ohne Bonus gespielt. Zwei Käufe für jeweils 20 Euro getätigt und noch Geld verdreht. Wollte dann 90 Euro auszahlen, aber das System sagt mir das ich das Geld nicht 1x vollständigt umgesetzt habe. Live Chat sagt mir, ich habe erst 40cent von 21 Euro umgesetzt. Das entspricht nicht den Tatsachen und kann ich anhand von Screenshots auch belegen.

Live-Support hilft nicht weiter, daher bitte ich Sie um Klärung des Falls.

Liebe Grüße

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino provided any assistance after you shared evidence of your gameplay?
• Was there any game you played where the total amount played was 40 cents? Have you tried placing small bets on other games?
• Is the wagering progress information available to you only when contacting support?
• If there is any further communication between you and the casino on the topic, 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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear snoopy86,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas