Dragonia Casino - Se ha retrasado el pago de las ganancias del jugador.

I cancelled the withdrawal twice because I thought there was something wrong with my account, but the withdrawal is still pending... once for 500 euros.

2 Payout 300

3. Payout of 200 euros

But nothing happens. I keep writing to dragonia, but I only ever get a standard reply.

Ich habe habe die Auszahlung 2 mal storniert weil ich dachte es ist irgendwas mit meinem konto, aber die Auszahlung lässt auf sich warten..1 mal 500 euro

2 Auszahlung 300

3 Auszahlung 200euro

Aber es passiert einfach nichts. Schreibe ständig mit dragonia, aber es kommt immer nur ein Standardsatz.

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 Sabse1,

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

Dear Sabse1,

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.

No, I still haven't received my money. And I'm starting to think they won't pay it out.

Can you help me with that?

Nein ich habe mein geld noch immer nicht erhalten. Und solangsam glaube ich das sie es nicht auszahlen werden

Können sie mir da helfen.?

Dear Sabse1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi Karla, Dragonia has blocked my withdrawal. They claim it was my bank, but it wasn't; I spoke to them on the phone. What can I do to get all my money back? Please help me!

Hallo Karla, dragonia hat meine Auszahlung gesperrt angeblich war es meine Bank aber meine Bank war es nicht ich habe mit dennen telefoniert. Was kann ich tun um an mein ganzes geld zu kommen?? Bitte helfen sie mir

Dear Sabse1,

I understand that this situation can be stressful, but please try to stay calm. We will do our best to review your case properly and see how we can help. Everything will be okay, but in order for me to assess the situation accurately, I will need some additional information from you.

In my previous message I asked a few questions that are very important for evaluating your complaint, but I have not yet received your answers. Could you please take a moment to respond to the following:

Have you made any successful withdrawals from this casino before?

Can you please confirm whether your account has successfully passed KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or place sports bets?

Could you please share your communication with the casino regarding the delayed or blocked withdrawal? You can either post screenshots here or send the emails/chat transcripts to my email at karla.m@casino.guru.

Once I have this information, I will be able to review your case more thoroughly and proceed with the next steps much faster.

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

Karla

Dear Sabse1,

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

We’ve reopened this complaint at the request of Sabse1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I've sent them all my documents at least 10 times now... ID card, bank statements, and a photo of myself, because they need it for verification, but nothing happens... they keep asking for the same information.

Ich habe jetzt bestimmt 10 mal meine ganzen Unterlagen hingeschickt...Personalausweis, Kontoauszüge und ein Bild von mir ,weil sie es brauchen für die Verifizierung ,aber es passiert einfach nix ..immer wieder wollen sie die gleichen daten

Dear Sabse1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

I haven't received any payouts yet; I've only ever deposited. And the verification process is ongoing, and they keep asking for all the data I've already sent 11 times.

I'LL SEND YOU THE MESSAGES RIGHT AWAY

Ich habe noch gar keine Auszahlung bekommen ,ich habe immer nur eingezahlt. Und die Verifizierung läuft und immer wieder wollen sie die ganzen Daten die ich schon 11 mal hingeschickt habe.

ICH SENDE IHNEN GLEICH DIE NACHRICHTEN

Dear Sabse1,

thank you for your message and for your willingness to provide the requested information.

To proceed with the investigation, I kindly ask you to send me:

• screenshots of your withdrawal requests (including their current status),
• and all communication you have had with the casino so far (emails or chat transcripts).

You can either upload them directly here or send them to my email at karla.m@casino.guru.

These documents are very important for us to properly review your case and assist you further.

Thank you very much in advance for your cooperation.

Best regards,

Karla

Dear Sabse1,

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.

I haven't received a payment yet, and I already sent you everything by email.

Ich habe noch keine Auszahlung bekommen und ich hatte Ihnen bereits alles per Mail zugeschickt

Dear Sabse1,

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, Martina, (martina.b@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

Dear Sabse1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Dragonia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

I've submitted my verification documents 10 times, and it's been going on since January. Enough is enough. I don't think what Dragonia is doing is right.

Ich habe meine Unterlagen zur Verifizierung 10 mal eingereicht und es läuft jetzt seit Januar. Solangsam sollte mal gut sein .Ich finde es nicht schön was Dragonia da veranstaltet

Dear Sabse1,

Thank you for the patience.

We kindly inform you that your account is verified.

Kind regards,

Dragonia

Dear Dragonia Casino,

thank you so much for such a good news!

Dear Sabse1,

Can you please update me regarding your withdrawals? Thank you

I was able to place an order for 500 euros, but we'll see if it actually gets transferred.

Ich konnte jetzt 500 Euro in Auftrag geben aber mal sehen ob es auch überwiesen wird

Good! Please keep me updated! Thank you

I'll do it...it should actually be there on Friday.

Mach ich ...es müsste eigentlich am Freitag drauf sein

Hello, I just received my first 1000 euros.

Hallo,ich habe gerade meine ersten 1000 Euro überwiesen bekommen

Thanks for your help

Danke für ihre Hilfe

Thank you, Sabse1, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino.

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. 

We have reopened this complaint at the request of Sabse1. Our intention is to provide this case with another opportunity for resolution, facilitating a satisfactory conclusion for all parties involved.

The player has reached out to us, expressing concern that their withdrawals have been pending for an extended period.

Dear Dragonia Casino, could you please provide us with an update regarding the status of the player's withdrawal requests?

But now there's another problem: 500 euros are still missing. They were supposedly transferred, but haven't arrived in my account... all the other money has arrived.

Doch nin gibt's wieder ein Problem es fehlen immer noch 500 Euro, angeblich wurden die überwiesen, aber bei mir nicht angekommen..das ganze andere geld isz angekommen..

Dear Sabse1,

Upon review, our system indicates that all withdrawal requests have been successfully processed from our side. We can confirm that there are currently no pending withdrawals remaining in our system.

Please be aware that while the funds have been released by our finance department, the final arrival time into your account is now subject to the standard processing windows of your specific payment provider.

Best regards,

Dragonia Casino Team

Dear Sabse1

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

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

Dear Sabse1,

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,

Martina