Dragonia Casino - La retirada del jugador se ha retrasado.

I deposited funds at this casino and played with a bonus. The bonus was non-sticky; I had already made a win with real money and then canceled the bonus, leaving me with a real money balance of €1335.

I requested my first payout of €500 on October 14th (3 payouts are currently pending: 2 x €500, 1 x €335)

Nothing has happened so far. The live support always gives the same answer, and they always use the classic stalling tactic of saying the responsible department is taking care of it, etc., etc.

I am now forced to file a complaint here, as the moment has come where I consider this casino to be disreputable because it is deliberately and systematically trying to avoid paying out my winnings by any means necessary. (October 14, 15, 16)

Screenshots are attached.

The date is clearly visible in the images, and on the right are the chat histories from live support with the typical pre-made phrases.

I hope that this way I can finally pay out the winnings.

Best regards

Ich habe bei diesem Casino eingezahlt und mit Bonus gespielt. Der Bonus war Non Sticky, ich hatte noch im Echtgeld einen Gewinn erzielt und habe dann den Bonus storniert wodurch ich dann noch eine Balance von 1335€ in Echtgeld hatte.

Jetzt hatte ich am 14.10. meine erste Auszahlung in Höhe von 500€ beantragt(3 Auszahlungen sind seit dem in Warteschleife, 2x 500€, 1x 335€)

Es tut sich bisher garnichts. Bei dem Livesupport hört man immer wieder das Gleiche und die wenden immer die klassische "Hinhaltetechnik" an mit ja die zuständige Abteilung kümmert sich drum etc etc.

Nun bin ich doch gezwungen eine Beschwerde hier einzureichen, da der Moment gekommen ist wo ich dieses Casino als unseriös ansehe, weil es bewusst gezielt mit allen Mitteln versucht meine Gewinne nicht auszuzahlen. (14.10., 15.10., 16.10.)

Screenshots befinden sich im Anhang.

Man kann bei den Bildern das Datum genau erkennen und rechts die Chatverläufe vom Livesupport mit den typischen vorgefertigten Phrasen.

Ich hoffe auf diesem Wege kann ich nun doch die Gewinne auszahlen.

mfG

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Dear myrulez92,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Dragonia Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you received any communication from the casino regarding your withdrawal requests?
• Have you had any successful withdrawals at this casino in the past, please?
• Have you passed the KYC verification, please?
• Did you encounter any warnings or issues when attempting to cancel the bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello Katarina,

I can inform you that suddenly all payments have now been processed and completed and have been received in my bank account.

Hallo Katarina,

Ich kann Ihnen mitteilen, dass plötzlich nun alle Auszahlungen bearbeitet und abgeschlossen wurden und auf meinem Bankkonto eingegangen sind.

Dear myrulez92,

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,

Katarina

Casino.Guru