Dragonia Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I requested a withdrawal of €500 from Dragonia Casino on the 25th.

According to the website, the processing time for withdrawals is 1–3 days. In my case, however, the withdrawal has been stuck in "processing" status for over a week.

I contacted support multiple times and also corresponded with a VIP manager. I was informed that the payout had been "prioritized" and was in the "final processing phase." However, no one could give me a concrete date when the payout would actually be completed.

Currently, I'm only receiving general answers like:

"The payout can be processed at any time."

"The finance team is working on it."

"Please be patient"

I haven't received a clear statement about whether and when the money will actually be paid out.

What is particularly noticeable is that I have already received several payouts without any problems, but these were processed much faster.

I have already given the casino a deadline and requested a binding answer, but without a satisfactory response.

I request assistance in resolving this matter and that the casino processes and pays out the payout immediately.

Ich habe am 25. eine Auszahlung in Höhe von 500 € bei Dragonia Casino beantragt.

Laut Angaben auf der Webseite beträgt die Bearbeitungszeit für Auszahlungen 1–3 Tage. In meinem Fall befindet sich die Auszahlung jedoch seit über einer Woche im Status „in Bearbeitung".

Ich habe den Support mehrfach kontaktiert und auch mit einem VIP-Manager geschrieben. Mir wurde mitgeteilt, dass die Auszahlung „priorisiert" wurde und sich in der „finalen Bearbeitungsphase" befindet. Dennoch konnte mir niemand ein konkretes Datum nennen, wann die Auszahlung tatsächlich abgeschlossen wird.

Aktuell erhalte ich nur allgemeine Antworten wie:

„Die Auszahlung kann jederzeit verarbeitet werden"

„Das Finanzteam arbeitet daran"

„Bitte haben Sie Geduld"

Eine klare Aussage, ob und wann das Geld tatsächlich ausgezahlt wird, bekomme ich nicht.

Besonders auffällig ist, dass ich bereits mehrere Auszahlungen zuvor problemlos erhalten habe, diese aber deutlich schneller bearbeitet wurden.

Ich habe dem Casino bereits eine Frist gesetzt und um eine verbindliche Auskunft gebeten, jedoch ohne zufriedenstellende Antwort.

Ich bitte um Unterstützung bei der Klärung dieses Falls und darum, dass das Casino die Auszahlung umgehend bearbeitet und auszahlt.

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Dear Luca9787,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Luca9787,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Luca9787,

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,

Karla