Dragonia Casino - La cuenta del jugador ha sido cerrada.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer access it to withdraw my funds.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non ci posso più accedere per prelevare i miei fondi.

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 Sasaplay97,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi, no one in my family uses this site. I've never been asked to verify my account, and most of my winnings come from real money.

Salve, no nessuno della mia famiglia utilizza questo sito, la verifica non mi è stata mai richiesta e le mie vincite derivano per lo più da saldo reale.

Dear Sasaplay97,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear Sasaplay97,

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.

Hi, I wrote to the casino about the problem and the withdrawal a long time ago without receiving a response. I attach a screenshot of the email.

Salve, ho scritto al casino in merito al problema e al prelievo molto tempo fa senza ricevere risposta allego screen email

Dear Sasaplay97,

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, Samuel (samuel.s@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,

Attila

Dear Sasaplay97,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Dragonia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Dragonia Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi, I'm attaching my email below and the casino's response.

Salve allego un mia mail che trovate in basso e la risposta del casinò.

Dear player,

Thank you for reaching out. 

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Dragonia

Dear Player,

Thank you for your patience.

After reviewing your case with the relevant department, we would like to inform you that you need to provide the following documents to verify your account:

A copy of your ID and a selfie

A selfie of you holding your ID and an Account Ownership Statement (AOS)

Proof of cryptocurrency wallet ownership

Proof of deposit

Please let us know if you have any questions regarding these documents.

Best regards,

Dragonia

Hello everyone,

thank you, Dragonia Casino, for the update and for outlining the documents required for the verification process.

Sasaplay97, please follow the casino’s instructions and provide the requested documents so the verification can proceed.

Once the documents are reviewed, we will wait for the casino’s update regarding the outcome of the verification and the status of the player’s winnings.

I have sent all the requested documents to their support email

Ho inviato tutti i documenti richiesti alla loro e-mail di supporto

Hello everyone,

thank you, Sasaplay97, for the update and for confirming that you have sent all the requested documents.

Dragonia Casino, could you please confirm once the documents have been reviewed and let us know the outcome of the verification?

Dear Player,

We are ready to process a manual withdrawal for your remaining balance.

To proceed, please reply to this email with your preferred payout method (Bank Transfer, E-wallet, or Crypto Wallet) and the full receiving details.

If choosing a Bank Transfer, please include your IBAN/Account number, BIC/SWIFT code, Bank Name, and the Account Holder's name. If choosing a Wallet, please specify the provider or cryptocurrency network and your exact wallet address/email.

We look forward to your reply so we can get your funds sent out to you.

Kind regards,

Dragonia Casino Team

Hello everyone,

thank you, Dragonia Casino, for the update and for the information regarding the manual withdrawal.

Sasaplay97, please follow the casino’s instructions and provide your preferred payout method along with the required details so the withdrawal can be processed.

Once you have done so, please let me know here so I can continue monitoring the situation.

Hello Sasaplay97,

thank you for the update and for sharing the payment details.

I’ll now wait for the casino to process the withdrawal and will keep an eye on the progress. Hopefully, everything will go through without any issues.

If there are any updates or once the funds arrive, please let me know.

Due to the holidays, I’ll most likely get back to you on Tuesday, but feel free to update the thread in the meantime if anything changes.

Thank you for your cooperation.

Dear all,

Thank you for the patience.

We kindly advice you that your withdrawal of your active balance is successfully completed.

Kind regards,

Dragonia Casino Team

Hello everyone,

Dear Dragonia Casino, thank you for the update and for your assistance in resolving this complaint. Your help is greatly appreciated.

Dear Sasaplay97, could you please confirm that the withdrawal has been received? Once confirmed, we can proceed to close the complaint.

Thank you both for your cooperation.

Hello, I confirm receipt of the withdrawal.

Thank you

Salve, confermo ricevuto il ritiro.

Grazie

Dear Sasaplay97,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Samuel

Casino Guru