Dragonia Casino - El reintegro del jugador se ha retrasado.

I would like to open a formal complaint regarding delays in withdrawals.

My first withdrawal was requested on the 13th [month]. The casino states a processing time of 3–5 business days, excluding the day of the request and weekends.

As of today, the 5th business day has passed and all withdrawals are still "processing," with no payments having been released.

Casino support has repeatedly confirmed (via chat and email) that:

– withdrawals are correctly requested

– the payment method is correct and accepted

– there are no problems with my account

I was not asked for any additional documents, but I voluntarily sent the KYC documents (front and back of ID, utility bill as proof of address, and proof of payment method ownership).

Despite various contacts, I have not received a confirmed payment date or the release of any withdrawals.

I kindly ask for your support in contacting the casino and helping me resolve the situation.

Thanks for your assistance.

desidero aprire un reclamo formale per ritardi nei prelievi.

Il mio primo prelievo è stato richiesto il 13 [mese]. Il casinò indica una tempistica di 3–5 giorni lavorativi, escludendo il giorno della richiesta e il fine settimana.

Ad oggi, il 5° giorno lavorativo è trascorso e tutti i prelievi risultano ancora "in elaborazione", senza che alcun pagamento sia stato rilasciato.

Il supporto del casinò ha più volte confermato (tramite chat ed email) che:

– i prelievi risultano correttamente richiesti

– il metodo di pagamento è corretto e accettato

– non ci sono problemi con il mio account

Non mi sono stati richiesti documenti aggiuntivi, ma ho inviato spontaneamente i documenti KYC (documento d’identità fronte/retro, bolletta come prova di indirizzo e prova di intestazione del metodo di pagamento).

Nonostante i vari contatti, non ho ricevuto né una data certa di pagamento né lo sblocco di alcun prelievo.

Chiedo gentilmente il vostro supporto per contattare il casinò e aiutarmi a risolvere la situazione.

Grazie per l’assistenza.

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 Isa.55,

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

Then I'll wait. Bye,

Thank you for your reply and attention to my complaint.

I would like to point out that I made three withdrawal requests on January 13th, 14th, and 15th, for a total of €1,500, all of which are still being processed.

The casino confirmed to me that:

– the payment method is correct and accepted

– no additional KYC documents are required

I also provided screenshots of my withdrawals and balance as proof of my situation.

I will remain on standby for the 14 days from your initial request, as indicated, and will keep you updated on any developments or payments received.

Thanks for your support.

Best regards,

Isa.55

Allora aspetterò Ciao,

grazie per la risposta e per l’attenzione al mio reclamo.

Desidero precisare che ho effettuato tre richieste di prelievo il 13, 14 e 15 gennaio, per un totale di 1.500 €, tutte ancora in elaborazione.

Il casinò mi ha confermato che:

– il metodo di pagamento è corretto e accettato

– non sono richiesti documenti KYC aggiuntivi

Ho fornito anche screenshot dei prelievi e del saldo, come prova della mia situazione.

Rimarrò in attesa rispettando i 14 giorni dalla prima richiesta, come indicato, e vi terrò aggiornati su qualsiasi novità o pagamento ricevuto.

Grazie per il supporto.

Cordiali saluti,

Isa.55

Melanie (Dragonia)

25 gen 2026, 10:01 EET

Dear Isabella,

We are writing to inform you that we have escalated your claim to the relevant department for a priority review. Our team is working diligently to finalize the process and ensure everything is in order.

Rest assured that your funds will be provided as soon as the review is complete. We understand the importance of a timely resolution and appreciate your continued cooperation.

We will notify you immediately once the transaction has been processed. In the meantime, if you have any further questions, please feel free to reply to this email.

Best regards,

Dragonia casino Team

That was the last email I received. Sunday morning at 9:00.

Quella è stata l ultima mail che mi è arrivata . Domenica mattina alle 9

I have all the emails and screenshots that prove my account is in order. I sent KYC documents myself, and they replied that my account didn't require them. However, I kept everything, including screenshots of chats and emails. Whatever you need, I have it. I haven't played with any bonuses. I also have the game history. I played at 0.80 cents, and the game gave me the bonus indefinitely.

Ho tutte le mail e screenshot che il mio account è in regola. Ho mandato io documenti kyc e loro mi hanno risposto che il mio account non li richiedeva. Comunque ho tenuto tutto anche screenshot con chat e mail. Di qualunque cosa abbiate bisogno io c'è l'ho. Non ho giocato con nessun bonus. Ho anche le cronologia delle giocate. Ho giocato a o,80 centesimi e il gioco mi ha dato il bonus ad oltranza.

Object

Prompt Response – Extended Delay on €7,000 Withdrawal – Dragonia Casino

Dear Casino Guru team,

I am writing to request your active intervention regarding my complaint against Dragonia Casino, as the situation has not seen any concrete progress.

On January 13, 2026, I requested a withdrawal of €7,000 (real balance, no active bonus).

My account is fully verified (KYC completed) and compliant with all the casino's requirements, as confirmed several times by their support.

Despite this, to date the payment has neither been processed nor partially disbursed.

Dragonia continues to provide generic responses, attributing the delay to an alleged "high volume of requests," without ever indicating a concrete or verifiable timeframe.

Today I received a further written communication from the casino stating that they have:

escalated my case to the relevant department

a "priority review" has been initiated

confirmed that the funds are available and "safe"

However, these statements have not been followed by any concrete action:

The withdrawal status has not changed and no payment has been made.

In light of:

more than 10 days have passed since the withdrawal request,

the absence of a payment date,

and the existence of numerous similar complaints regarding casinos connected to Dragonia,

I believe that the delay is no longer justifiable as "normal procedure".

For this reason:

I'm keeping the complaint open

and I kindly ask you to contact the casino directly so that they can provide a clear timeframe or finally process the payment.

I would like to point out that I will consider the complaint resolved only upon receipt of the full amount of €7,000, and not in the event of any partial payments.

I remain available to transmit immediately:

all communications received,

screenshot,

balance and withdrawal history.

Thank you in advance for your support.

Best regards,

Isabella ******

Username: isabella.

Oggetto

Sollecito intervento – Ritardo prolungato prelievo €7.000 – Dragonia Casino

Gentile team di Casino Guru,

vi scrivo per richiedere un vostro intervento attivo in merito al mio reclamo contro Dragonia Casino, poiché la situazione non ha registrato alcun avanzamento concreto.

In data 13 gennaio 2026 ho richiesto un prelievo di €7.000 (saldo reale, nessun bonus attivo).

Il mio account risulta completamente verificato (KYC completato) e conforme a tutti i requisiti richiesti dal casinò, come più volte confermato dalla loro assistenza.

Nonostante ciò, ad oggi il pagamento non è stato né processato né parzialmente erogato.

Dragonia continua a fornire risposte generiche, attribuendo il ritardo a un presunto "alto volume di richieste", senza mai indicare una tempistica concreta o verificabile.

Nella giornata odierna ho ricevuto un’ulteriore comunicazione scritta dal casinò in cui dichiarano di aver:

escalato il mio caso al dipartimento competente

avviato una "priority review"

confermato che i fondi sono disponibili e "al sicuro"

Tuttavia, a queste dichiarazioni non è seguito alcun fatto concreto:

lo stato del prelievo non è cambiato e nessun pagamento è stato effettuato.

Alla luce di:

oltre 10 giorni trascorsi dalla richiesta di prelievo,

l’assenza di una data di pagamento,

e l’esistenza di numerosi reclami simili riguardanti casinò collegati a Dragonia,

ritengo che il ritardo non sia più giustificabile come "normale procedura".

Per questo motivo:

mantengo il reclamo aperto

e vi chiedo cortesemente di intervenire direttamente presso il casinò affinché venga fornita una tempistica chiara o venga finalmente processato il pagamento.

Preciso che considererò il reclamo risolto esclusivamente al ricevimento dell’intero importo di €7.000, e non in caso di eventuali pagamenti parziali.

Resto a disposizione per trasmettere immediatamente:

tutte le comunicazioni ricevute,

screenshot,

cronologia del saldo e del prelievo.

Ringrazio anticipatamente per il vostro supporto.

Cordiali saluti,

Isabella ******

Username: isabella.

I received a credit today for 500 euros. I'm short 6,500.

Mi è arrivato un accredito oggi di 500 euro. Ne mancano 6500

Good morning,

I would like to update the complaint.

Dragonia has begun making payments, but only in small installments of €500, despite the accumulated delay and the total amount owed of €7,000.

To date, multiple withdrawals have been processed simultaneously, but the credits are being made in a fragmented and deferred manner, forcing me to wait days for each individual tranche, with operational limits imposed by the casino (maximum number of withdrawals and one per day).

Considering that:

my account is verified and in good standing (KYC completed),

Dragonia has confirmed in writing that the funds are available,

the delay is already significant,

I formally request your intervention so that the casino can proceed with the payment of the remaining balance in larger installments or in a single solution, and not through micropayments that unnecessarily prolong the payment process.

I would like to point out that I will not close the claim until the full amount has been credited.

Thanks for your support.

Buongiorno,

desidero aggiornare il reclamo.

Dragonia ha iniziato a effettuare i pagamenti, ma solo in tranche minime da 500 €, nonostante il ritardo accumulato e l’importo totale dovuto di 7.000 €.

Ad oggi risultano più prelievi processati contemporaneamente, ma gli accrediti avvengono in modo frammentato e dilazionato, costringendomi ad attendere giorni per ogni singola tranche, con limiti operativi imposti dal casinò (numero massimo di prelievi e uno al giorno).

Considerato che:

il mio account è verificato e in regola (KYC completato),

Dragonia ha confermato per iscritto che i fondi sono disponibili,

il ritardo è già significativo,

chiedo formalmente il vostro intervento affinché il casinò proceda al pagamento del saldo residuo in rate più consistenti o in un’unica soluzione, e non tramite micro-pagamenti che allungano inutilmente i tempi.

Preciso che non chiuderò il reclamo finché l’intero importo non sarà accreditato.

Grazie per il supporto.

Furthermore, I received a credit of 500 euros only yesterday and today nothing.

Oltretutto mi è arrivato un accredito da 500 euro solo ieri e oggi nulla

Dear Isa.55,

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.

Dear Isa.55,

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, Martin L., martin.l@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

Hello Isa.55,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to kindly advise you not to play your balance any further and wait for the withdrawals to get processed. I would also like to invite the Dragonia Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Isa.55 can expect her withdrawal to be processed?

Hello everyone!

Dear  Isa.55,

We kindly inform you that the delayed withdrawals have been completed successfully. Excuse us a lot for the inconvenience caused from this delay. As we could check on your account, you have conducted three new requests.

We inform you that we have forwarded the matter and please rest assured that your withdrawals will be completed as soon as possible.

Thank you so much for your patience and understanding.

Best regards,

Dragonia Team

Thanks for the update, Dragonia Casino. I confirm I've received my first three payments of €500 (total €1,500).

I made 3 more withdrawal requests of €500 each and I still have €4,000 left to withdraw for a total of €7,000.

The main issue remains the imposition of these tranches. As I stated in the email sent to your support, we dispute the application of clauses 6.14 and 6.15 of the Terms and Conditions, which limit withdrawals to €500 per account level, as this unreasonably lengthens the time it takes to receive the entire winnings.

I'm looking for a solution that allows me to withdraw my entire remaining balance in one go, or with fewer transactions, without having to wait weeks for each payment. The winnings were made on January 12th. If I continue at this rate, making only one withdrawal per day, I might see my money by the end of March.

Grazie per l'aggiornamento, Dragonia Casino. Confermo di aver ricevuto i primi 3 pagamenti da 500 € (totale €1.500).

Ho effettuato altre 3 richieste di prelievo da 500 € e mi restano ancora 4.000 € da ritirare per un totale di 7.000 €.

Il problema principale rimane l'imposizione di queste tranche. Come ho scritto nella email inviata al vostro supporto, contestiamo l'applicazione delle clausole 6.14 e 6.15 dei Termini e Condizioni che limitano il prelievo a 500 € per livello account, poiché questo allunga irragionevolmente i tempi per ricevere l'intera vincita.

Chiedo una soluzione che permetta di prelevare l'intero saldo rimanente in un'unica soluzione o con meno transazioni, senza dover attendere settimane per ogni pagamento. Visto che la vincita è stata effettuata il 12 gennaio. Andando avanti di questo passo facendo solo un prelievo al giorno,forse a fine marzo vedrò i miei soldini

Furthermore, I went to check the withdrawals and they still haven't been processed.

I kindly ask casino guru not to close the complaint so that I do not get all my money back.

Oltretutto sono andata a vedere i prelievi e ancora non sono stati elaborati.

Chiedo cortesemente a casino guru di non chiudere il reclamo affinché non vengo in possesso di tutti i miei soldi

The withdrawals you mentioned are still being processed. Why do I have to wait another 15 days before they're approved? The message you sent about the complaint is the same one you sent me for the last 15 days. I'd like to know from you a specific payment date.

Thank you

I continue to thank casino guru and I ask you to kindly not close the complaint until the winnings are paid in full.

Thank you

I prelievi di cui mi avete parlato sono ancora in elaborazione. Cosa devo aspettare altri 15 giorni prima di vederli approvati? Il messaggio che avete inviato sul reclamo è lo stesso che mi avete inviato per 15 giorni. Io vorrei sapere da voi una data certa dei pagamenti

Grazie

Continuo a ringraziare casino guru e vi chiedo per cortesia di non chiudere il reclamo finché la vincita non venga pagata totalmente

Grazie

Martin Dragonia is pulling our leg. Withdrawals are still being processed.

Martin dragonia ci sta prendendo in giro. I prelievi a oggi sono ancora in stato di elaborazione

Please help me speed up the process and don't close the complaint. Thank you.

Perfavore aiutatemi a velocizzarli e non chiudete il reclamo. Grazie

Selene (Dragonia)

February 2, 2026, 1:37 PM EET

Dear Isabella,

Thank you for contacting our Customer Support Team.

Our database shows that your withdrawal requests are currently queued at the Finance Department.

The times indicated for processing requests are indicative and, at times, may be subject to delays depending on the volume of requests being processed.

We reassure you that the department is working to complete all procedures as quickly as possible.

You will also be able to monitor the status of your request directly from your gaming account.

If you have any further questions or requests, please do not hesitate to contact us via Live Chat or email. support@Dragonia.com .

Best regards.

The Dragonia.com team

EMAIL ARRIVED TODAY....THEY EVEN THINK THEY'RE RIGHT

Selene (Dragonia)

2 feb 2026, 13:37 EET

Gentile Isabella ,

Grazie per aver contattato il nostro Team di Assistenza Clienti. 

Dal nostro database risulta che le sue richieste di prelievo sono attualmente in coda presso il Dipartimento Finanziario.

Le tempistiche indicate per l’elaborazione delle richieste sono indicative e, talvolta, possono subire dei ritardi a seconda del volume delle richieste in lavorazione.

La rassicuriamo che il dipartimento sta lavorando per completare tutte le pratiche nel minor tempo possibile.

Potrà inoltre monitorare lo stato della sua richiesta direttamente dal suo conto gioco.

Se dovesse avere ulteriori domande o richieste non esiti a contattarci via Live Chat oppure via email support@Dragonia.com.

Cordiali saluti.

Il team di Dragonia.com

MAIL ARRIVATA OGGI....Pensano ANCHE DI AVERE RAGIONE

"I confirm that I received a payment of €500 today. However, there is a significant remaining balance (approximately €5,000) still being processed."

"Confermo di aver ricevuto oggi un pagamento di 500 €. Rimane tuttavia un saldo residuo significativo (circa 5.000 €) ancora in elaborazione."

Dear casino representative,

could you please provide a clear estimated timeframe for completing the remaining withdrawals? According to information at my disposal, the casino limit is set at 7000 EUR a month. Are there any particular issues preventing adherence to this figure?

Dear Isa.55,

thank you for keeping us informed about the issue, That said, I would still like to kindly ask you to give us the updates in fewer messages.

I don't understand why you cancelled my withdrawal today

Non capisco perché oggi mi avete annullato un prelievo

Dear Isa.55,

Thank you for your patience.

We kindly inform you that we are in touch with our payments team and we will have updates for you as soon as possible regarding your new withdrawal requests. Regarding the cancelled withdrawal, it seems that was cancelled by the payment provider.

We really thank you for your understanding and cooperation.

Sincerely,

Dragonia Team

But what kind of answer is that????

Ma che risposta è????

Dear casino representative,

thank you for your response.

Since a considerable balance is still pending, and some withdrawals continue to remain in processing, could you please provide an estimated timeframe for the completion of the remaining withdrawals? Also, can you shed more light on the cancellation by the payment provider? In case you believe it could happen again, would you be willing to consider a different payment method or help us amend the situation?

Dear Isa.55,

We kindly inform you that one more withdrawal has been completed completed today. You may proceed to another request. Also, the other two withdrawals will be completed the soonest. Regarding the cancellation, if this incident occurs again, we could arrange to a different payment method but for now seems to not be an issue.

Thank you again for your patience.

Best regards,

Dragonia Team

Dear Dragonia

You have to respond to Casino Guru. It's pointless to do a weekly review. Guru asked you for the deadlines; you don't have to respond to me, but to him.

Gentile dragonia

Dovete rispondere a casino guru. È inutile che fate un elaborazione alla settimana. Guru vi ha chiesto le tempistiche,non dovete rispondere a me ma a lui

I still have 2000 euros in my account and 1500 in processing.

Ho ancora 2000 euro sul conto e 1500 in elaborazione.

Dear casino representative,

thank you for your response.

Dear Isa.55,

please keep us updated on the status of your funds. Have you received any further payouts?

I still have €1,500 in my account and €1,000 in processing. Two payments were approved this morning. €3,000 has arrived in my bank.

I hope you've filed a complaint with IAT3 so the balance isn't entirely in my account. Thank you.

Ho ancora 1500 sul conto e 1000 in elaborazione. Stamattina sono stati approvati 2 pagamenti. In banca sono arrivati 3000 euro.

Spero te iat3 aperto il reclamo affinché il saldo non sia tutto sul mio conto. Grazie

Dear Isa.55,

thank you for your swift response. Could you please clarify what you mean by the last sentence and IAT3?

Sorry, Martin, I wrote too quickly. I hope the complaint stays open until the money reaches the bank. Thank you.

Scusami Martin,ho scritto troppo velocemente. Spero che il reclamo rimanga aperto finché i soldi non arrivino tutti in banca. Grazie

Hello Isa.55,

thank you for your response, I will leave this complaint opened until your funds are paid out.

Also because they haven't developed any more

Anche perché non ne hanno più elaborati

Dear Isa.55,

We kindly inform you that your new withdrawal requests will be completed as soon as possible and then we have one more request to be made.

Thank you for your patience and understanding.

Best regards,

Dragonia Team

Dear Dragonia.

There are still 3 requests being processed and 500 euros in the account. If we continue like this, we'll be out by Christmas. I should have received my money by now. It's been a month...how much longer?????

Gentile dragonia.

Ci sono ancora 3 richieste in elaborazione e 500 euro sul conto. Se andiamo avanti di questo passo finiamo a natale. A quest'ora io avrei già dovuto avere i miei soldi. È passato un mese...quanto ancora deve passare?????

Dear casino representative,

thank you for the update, I hope the funds will be paid out as soon as possible. We will be awaiting further responses from your side.

As of today, there are still 2 withdrawals of 500 missing... I hope it doesn't take you a month

Ad oggi mancano ancora 2 prelievi da 500...spero che non ci mettiate un mese

Dear Isa.55,

We kindly inform you that one more withdrawal is still pending which is about to be completed as soon as possible.

Thank you again for your patience.

Sincerely,

Dragonia Team

Dear Dragonia Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Isa.55 confirms her withdrawals have been paid out.

There is still a withdrawal being processed

C'è ancora un prelievo in elaborazione

Why was my egg sampling cancelled?????!!!! I cancelled it

Perché mi è stato di uovo annullato il prelievo?????!!!! Io l'ho rinesso

Is it possible that you're canceling a withdrawal instead of paying it???? I put it back so I'll have to wait another week, right???!

Ma possibile che mi annullate un prelievo al posto di pagarlo???? Io l'ho rimesso così dovrò aspettare un altra settimana vero???!

Dear casino representative,

are there any updates on the player's withdrawal?

It looks like they've made the final payment. As soon as I get the money, I'll close the claim. Thanks, Martin, for your help.

Dragonia isn't a serious mess, though. I hope you'll lower its rating. Thanks to casino gir.

Sembra abbiano fatto l' ultimo versamento. Appena avrò i soldi chiuderò il reclamo. Grazie Martin per il vostro aiuto

Dragonia comunque non è un casino serio, spero che gli abbasserete il voto. Grazie a casino giru

Dear Isa.55,

thank you for keeping us updated on the situation. We will be awaiting your final confirmation.

The money has all arrived.

Thanks Martin and thanks to casino guru

I soldi sono arrivati tutti.

Grazie Martin e grazie a casino guru

Dear Isa.55,

I am glad to hear that your issue has been, for the most part, resolved. That said, I also fully understand your dissatisfaction with the whole situation, as longer delays are always unwelcome.

However, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation and I hope you won't have to message the Complaint Resolution Center again. However, if an issue arises, we are here to help!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru