Dragonia Casino - プレイヤーの撤退が遅れています。

my withdrawl has been processing for 14 days now they keep saying check ur email you will receive a email soon and I never receive one, I'm still waiting for my withdrawl why is it taking so long

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Dear eatingleast21,

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

Hello. No this is my first time withdrawing from dragonia, I haven't been kyc'ed but im happy to do so if needed and no I have not use an active bonus I just wagered my money WITHOUT a bonus or anything and trying to withdraw its been now 15 days, they keep saying to check my email for a response back from their department but I get absolutely no emails from them.

Dear eatingleast21, thank you for your response. Have you reached out to the casino's customer support to ask if KYC verification might be needed? Additionally, have you used the same payment method as you have used for your deposit?

Thank you in advance for your reply.

i have sent in my KYC documents now even though it says they dont require it at the moment and im still not receiving any response and withdrawl still pending nothing has been said yet. and yes im using the same method of deposit for withdrawl both being interac

just to let you know still no response and nothing there support isnt doing anything nor have i been sent any email support has been talking about, like its been a month and still no withdrawl given to me.

Dear eatingleast21,

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,

Attila

Dear eatingleast21,

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 Player,

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

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 eatingleast21,,

Thank you for your patience.

After checking with the relevant department, we would like to inform you that we require the following document to verify your account:

Selfie ID AOS: A selfie of you holding your ID document against the background of our website (please ensure the casino name is clearly visible).

Kind regards,

Dragonia

i have sent the selfie with my id and dragonia in the background just now, you guys didnt tell me i had to do another verification. I'll be waiting now thanks.

Dear Dragonia Casino,

According to the player’s message, they sent the requested selfie for verification.

Please let us know if there are any updates.

Dear all,

Thank you for the patience.

We kindly inform you that the relevant department has confirmed that your selfie ID has been accepted. However, you are also required to provide a bank statement for the period from 10/01/2026 to 10/02/2026, showing all transactions, including the deposit made to us. Please ensure that the document is submitted in its original PDF format.

Kind regards,

Dragonia

how and where am i supposed to send that? this is what its currently showing me..

Dear Dragonia Casino,

It seems that the player is unable to upload the required document on your website.

Could you please provide them with an alternative way to submit it?

Thank you for your cooperation.

Dear eatingleast21,

Thank you for reaching out.

We kindly inform you that we have sent you an email requesting the required documents.

Kind regards,

Dragonia

Dear eatingleast21,

I wanted to bring to your attention that the casino has sent you an email concerning the necessary documents.

At your earliest convenience, please review the email and inform us once you have responded to it.

Thank you for your attention to this matter.

i just responded to it, now waiting for a response. thank you

Dear Dragonia Casino,

The player has submitted the necessary documents via email.

We kindly request that you keep us informed of any updates concerning this case.

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 eatingleast21,

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