I would like to file a complaint against Dragonia Casino regarding delayed withdrawals, unfair limitations, and inconsistent player treatment.
I currently have a total withdrawal amount of €40,000. The withdrawal conditions imposed by the casino are extremely restrictive, allowing only one withdrawal request per day and a maximum of three active requests at any given time. In addition, my limits are set to €500 per day and €7,000 per month, making it practically impossible to withdraw my balance within a reasonable timeframe.
I was previously a VIP Level 3 player. However, shortly after raising concerns via email, my VIP status was unexpectedly downgraded to Level 1 without any clear explanation. This downgrade significantly reduced my withdrawal limits and overall account privileges.
Additionally, I have noticed a clear difference in the level of customer support I receive. While I was a VIP Level 3 player, responses were timely, detailed, and helpful. Since being downgraded to Level 1, I often have to send multiple emails just to receive a response, and the replies are generally generic and do not address my concerns properly.
What is particularly concerning is that after contacting the VIP department in the past, my pending withdrawals were processed within minutes. This demonstrates that the casino is capable of processing payments quickly when it chooses to do so.
At present, I have withdrawal requests submitted on March 25th, 26th, and 27th, all of which have exceeded the stated processing timeframe of up to 5 days. Despite multiple attempts to communicate with support, I have received only generic responses, including being informed that my withdrawals are "in priority," without any actual progress or payment being made.
The combination of delayed payments, sudden VIP status downgrade, strict withdrawal limits, inconsistent support, and lack of transparency creates a situation that I consider both unfair and unacceptable.
Furthermore, this situation has caused me significant concern and makes me feel increasingly insecure about the safety and accessibility of my funds held by the casino.
Given the circumstances, I kindly request your assistance in:
Ensuring that my withdrawals are processed without any further delay
Clarifying the reasons behind the sudden VIP level downgrade
Ensuring that the casino applies fair, consistent, and transparent conditions to my account
Thank you very much for your time and support.
Hi, I see you also think the withdrawals are slower. It’s probably related to the fact that you won 40k. As for limits and VIP status, it’s common in many casinos that you can have a maximum of 3 withdrawal requests pending, and the casino sets the limit. Although 500 is pretty low in my opinion, if they don’t want to increase it for some reason, the casino doesn’t have to. If they downgraded you from VIP, it’s probably so you don’t withdraw so quickly and maybe so there’s a chance you’ll lose a little. That’s exactly what I wouldn’t do; I’d wait until I received all the money.
We give casinos 14 days, but I think you already know that they should always pay out to the player what’s currently submitted. If that doesn’t work out, then we’ll try to help you.
I also think you don’t need to worry too much about safety at the casino and such, since you say you’ve received money completely normally in the past. I think all of this happened just so you’d have a chance to lose some of that amount, and that’s why it’ll take a little longer for you to withdraw everything.
