Dragonia Casino - Povlačenje igrača je odloženo.

Ladies and Gentlemen

I am contacting you because I have been experiencing significant problems with my withdrawal for several days. I deposited funds into my Dragonia account using cryptocurrency and subsequently requested a withdrawal to my Revolut account.

Although you requested proof of my e-wallet account, I have already submitted it completely and correctly multiple times. Despite this, the proof is repeatedly rejected without any comprehensible explanation. Furthermore, I receive your responses only with significant delays or sometimes not at all, which makes the situation very frustrating for me.

I therefore urgently request that you:

a clear explanation as to why my submitted evidence was rejected,

the immediate review and release of my payment,

A timely response is requested so that this matter can finally be resolved.

I expect a quick solution and thank you in advance for your cooperation.

Best regards

A******* P******

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da es seit mehreren Tagen zu erheblichen Problemen bei meiner Auszahlung kommt. Ich habe bei Dragonia per Kryptowährung eingezahlt und anschließend eine Auszahlung auf mein Revolut-Konto beantragt.

Obwohl Sie von mir einen E-Wallet-Nachweis angefordert haben, habe ich diesen bereits mehrfach vollständig und korrekt eingereicht. Trotz dessen wird der Nachweis immer wieder ohne nachvollziehbare Begründung abgelehnt. Zusätzlich erhalte ich Ihre Rückmeldungen nur mit großer Verzögerung oder teilweise gar nicht, was die Situation für mich sehr frustrierend macht.

Ich bitte Sie daher dringend um:

eine klare Erklärung, weshalb meine eingereichten Nachweise abgelehnt wurden,

die umgehende Prüfung und Freigabe meiner Auszahlung,

eine zeitnahe Rückmeldung, damit dieses Anliegen endlich abgeschlossen werden kann.

Ich erwarte eine schnelle Lösung und danke Ihnen im Voraus für Ihre Kooperation.

Mit freundlichen Grüßen

A******* P******

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Dear FesiRnB, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Dragonia Casino. 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? 
• Have you accumulated your winnings with or without an active bonus? 
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

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

Dear Katarina,

Thank you for your feedback. I'd be happy to answer your questions:

I have never successfully made a withdrawal before.

The KYC verification is almost complete.

The only remaining issue is regarding my e-wallet. This was initially rejected. Afterwards, I submitted a screenshot of my Revolut account (which I already sent you).

My winnings were achieved with an active bonus, specifically the 100% deposit bonus.

I mainly played slots.

After I had met the wagering requirements, I placed a few more sports bets because the Champions League etc. was taking place.

I hope this information is helpful. Thank you for your support.

Best regards

Liebe Katarina,

vielen Dank für Ihre Rückmeldung. Gern beantworte ich Ihre Fragen:

Ich habe bisher noch nie eine Auszahlung erfolgreich vorgenommen.

Die KYC-Verifizierung ist fast vollständig abgeschlossen.

Es fehlt nur noch der Punkt bezüglich meines E-Wallets. Dieser wurde zunächst abgelehnt. Danach habe ich den Screenshot meines Revolut-Accounts eingereicht (den ich Ihnen bereits geschickt habe).

Meine Gewinne wurden mit einem aktiven Bonus erzielt, konkret dem 100 % Einzahlungsbonus.

Ich habe hauptsächlich Slots gespielt.

Nachdem ich die Umsatzbedingungen erfüllt hatte, habe ich noch einige Sportwetten abgegeben, da Champions League etc. stattfand.

Ich hoffe, diese Informationen helfen weiter. Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Dear FesiRnB,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

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

Dear FesiRnB,

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,

Katarina