Dragonia Casino - Povlačenje igrača je odloženo.

Good evening...withdrawals from February 15/16/17 and the request is still under review.

Countless emails, countless live chats...answer? Patience and patience.

Καλησπέρα σας...αναλήψεις από 15/16/17 Φλεβάρη και ακόμα το αίτημα υπό εξέταση.

Άπειρα μέιλ άπειρα λάιβ τσατ..απάντηση; Υπομονή και υπομονή.

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 NoLoSe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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,

Attila

1) I have made a successful withdrawal in the past at this casino.

2) This particular casino does not require KYC verification (I have no problem sending them whatever they ask for)

3) The winnings are from my own deposit, I have not received any bonuses nor do I have any active bonuses.

Thanks.

1) έχω κάνει μια επιτυχημένη ανάληψη στο παρελθόν στο συγκεκριμένο καζίνο.

2)στο συγκεκριμένο καζίνο δεν χρειάζεται επαλήθευση KYC ( δεν έχω κανένα πρόβλημα να τους στείλω ότι ζητήσουν)

3)τα κέρδη είναι από κατάθεση δική μου κανένα μπόνους δεν έχω λάβει ούτε έχω ενεργό κάποιο μπόνους.

Ευχαριστώ.

Dear Player, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila

1) the one and only withdrawal I've made, if I remember correctly, took 4-5 days.

2) the payment method was bank transfer and it is the same method now.

3)The current situation is exactly the same. Withdrawals are pending from 15/16/17 February.

1) την μία κ μοναδική ανάληψη που έχω κάνει αν θυμάμαι καλά πήρε 4-5 μέρες.

2)η μέθοδος πληρωμής ήταν bank transfer και είναι η ίδια μέθοδος και τώρα.

3)η τρέχουσα κατάσταση είναι ακριβώς η ίδια . Οι αναλήψεις είναι από υπό εξέταση από 15/16/17 Φλεβάρη .

Dear NoLoSe,

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, Samuel (samuel.s@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,

Attila

Perfect, thank you very much.

I'm waiting for news.

Τέλεια ευχαριστώ πολύ.

Αναμένω νεότερα.

Dear NoLoSe,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Dragonia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Dragonia Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Unfortunately I don't have anything newer.

They asked me to identify myself at least 8-9 days ago.

I sent the requested document immediately and after the "verification" page on the site it doesn't ask me for anything additional while it says everything else that nothing else is needed and I'm ready with the KYC. I'm writing to you today, 26/3, while the withdrawals are still under review from 15,16 and 17 February!! We're talking about a delay of close to 1.5 months!

Δυστυχώς δεν έχω κάτι νεότερο.

Μου ζήτησαν να κάνω ταυτοποίηση πριν τουλάχιστον 8-9 μέρες.

Έστειλα ότι έγγραφο ζήτησαν αμεσως κ έπειτα από την σελίδα "επαλήθευσης" στο site δεν μου ζητάει κάτι επιπρόσθετο ενώ γράφει κ όλας ότι δεν χρειάζεται κάτι άλλο και είμαι έτοιμος με το KYC. Σας γράφω σήμερα 26/3 ενώ ακόμα οι αναλήψεις είναι υπό εξέταση από 15,16 και 17 Φλεβάρη!! Μιλάμε δηλαδή για καθυστέρηση κοντά στον 1.5 μήνα!

Dear all,

Thank you for contacting us.

We  kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Dragonia Team

On Saturday 28/3 I was paid the €500 from February 15.

Two withdrawals are pending from February 16 and 17, totaling €1,000.

Το Σάββατο 28/3 πληρώθηκα τα 500€ από 15 Φλεβάρη.

Εκκρεμούν δύο αναλήψεις από 16 και 17 Φλεβάρη σύνολο 1.000€

Hello NoLoSe,

Thank you for the update and for letting me know about the €500 received. Could you please confirm if your account is now fully verified? Also, when you can, let me know the status of the remaining withdrawals and your current balance.

Thanks also to Dragonia Casino for staying involved in this communication.

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

Dear NoLoSe,

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,

Samuel