Dragonia Casino - Isplata igraču je odložena.

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., [email protected]. 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?