Dragonia Casino - プレイヤーのアカウント確認が遅れています。

I've been trying to verify my Dragonia account for over a month now, and it's still not complete. The casino has received all the necessary documents from me: my ID, a selfie with Dragonia in the background, a selfie scan, proof of my crypto account, and proof of deposit.

My verification page now looks like this.

Support tells me to be patient, but this process has already been going on for over a month.

Ich versuche seit über 1 Monat meinen Account bei dragonia zu Verifizieren und immer noch ist es nicht abgeschlossen. Das Casino hat von mir alle Dokumente erhalten perso, selfie mit dragonia im hintergrund, selfie Scan, Crypto Account Nachweis, Einzahlungsnachweis.

Meine Verifizierungsseite sieht jetzt so aus

Support sagt ich soll Geduld haben aber diese Prozess geht schon über 1 monat

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 batong,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please advise if you provided all the required documents in the correct format?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi Kristina.

I uploaded all the documents in the correct format. The casino didn't contact me at all on its own initiative; I logged in every day to check for updates.

Hi Kristina.

Ich habe alle Dokumente im richtigen Format hochgeladen. Das Casino hat überhaupt nicht von selbst mit mir kommuniziert ich habe mich jeden Tag eingeloggt um auf Updates zu prüfen.

Thank you very much for your reply, batong. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina. I didn't take a screenshot of the live chat, but my account has now been verified. I'm still waiting for my winnings to be paid out, though.

Hi Kristina. Ich habe keinen Screenshot vom Live Chat gemacht aber mein Account wurde jetzt verifiziert. Ich warte aber noch auf Auszahlung meiner Gewinne.

Hi Kristina, Dragonia has not processed any payouts yet.

Hallo Kristina bisher hat dragonia keine Auszahlung bearbeitet

Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

I would also like to say that my verification process alone took almost 2 months.

Ich möchte auch sagen dass meine Verifizierung alleine schon fast 2 Monate gedauert hat.

No further updates. Nothing has happened.

Keine weiteren Updates. Nichts passiert

Unfortunately, nothing has happened yet. I'm afraid I won't get my money back without help.

Leider ist immer noch nichts passiert. Ich fürchte ohne Hilfe werde ich mein Geld nicht erhalten

Hello batong,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I still haven't received any payments.

Ich habe immer noch keine Auszahlungen erhalten.

Dear batong,

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, Igor (igor.p@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,

Kristina

Dear batong,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Dragonia Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Dragonia Casino representative to join this conversation and participate in resolving this complaint.

Dear Dragonia Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear batong,

Thank you for bringing this to our attention.

We have received your complaint and are currently conducting an internal review.

We’ll get back to you with a resolution as quickly as possible.

Thank you for your patience.

Kind Regards,

Dragonia Casino Team

Dear Dragonia Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear batong,

We are pleased to inform you that 3 withdrawals were successfully completed on 19 March 2026.

In addition, the last 3 pending Withdrawal requests have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you for your patience and understanding.

Kind Regards,

Dragonia Casino Team

Dear Dragonia Casino,

Thank you for informing us that the first three withdrawals have been processed.

Please let us know once the remaining three withdrawals have been processed on your side.

Thank you very much for your cooperation so far.

Dear All,

Kindly be informed that 3 more withdrawals were successfully completed on 25/03/2026.

In addition, the last 2 Withdrawal requests have been forwarded to the appropriate department, which will process the payment at the earliest opportunity.

Thank you again for your continued patience.

Best Regards,

Dragonia Casino Team

Dear Dragonia Casino,

Thank you for your update. Please let us know once the remaining two withdrawals have been processed.

Dear All,

We are pleased to confirm that your last two withdrawal requests were successfully completed today, 02 April 2026. Following these transactions, there is no remaining withdrawable balance in the player's account.

The funds may take 3 to 5 working days to appear in the bank account, depending on the payment method used and your bank’s processing times.

Thank you all for your patience and cooperation.

Kind Regards,

Dragonia Casino Team

Dear batong,

According to the message from the casino, your withdrawals have been successfully processed.

We kindly ask that you inform us once you have received all of your funds.

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 batong,

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,

Igor