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On January 2nd, I submitted a withdrawal request of €4,000 from my DragoBet account.

As of today, this withdrawal has still not been processed or paid, without any clear or valid reason.

I have contacted DragoBet’s customer support multiple times regarding this issue. Each time, I receive the same generic response:

"All withdrawal requests are processed on a first-come, first-served basis. We try to do everything as fast as possible, but our finance department checks every cash out in order to prevent fraud. So it takes some time."

This explanation has been repeated for days, without any additional clarification, timeline, or evidence of an actual investigation.

My account is fully verified, no bonus was active, and no violations of the terms and conditions have been communicated to me.

At this point, the delay is unreasonable and unjustified. Holding my funds for such a long period without transparency or a concrete reason is unacceptable and raises serious concerns about the casino’s payout practices.

I am requesting Casino Guru’s assistance to:

Clarify the real reason for this prolonged delay

Ensure the immediate processing and payment of my €4,000 withdrawal

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 Ashhho,

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 Ashhho,

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 Ashhho,

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