Dragonia Casino - Η ανάληψη του παίκτη καθυστέρησε.

I'm sorry in advance cause I didnt find the casino in the search section to make a complaint there ....so ...

I won a bonus of 20 euros in the wheel of fortune....in the casino Dragonia it's Dragonia-1233.com/gr in Greece. The bonus was never credited in my account. I contacted support through email and 3 times through live chat. .no one helped...they say that my complaint has been forwarded to the relevant department but no one answered not through email or in any other way. I figured that they don't want to give me my bonus... which I rightfully won ....it's not that much big amount of money....it's the way they trying to steal from me when I lost so much money there and they try to steal my bonus too. That is what pisses me off you know ... So maybe I thought you can help me out? I thought maybe they on purpose delay to credit it to my so they will say that it expires. It happened before .. please do something....it's unimaginable to steal from players like that. It's injustice.

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 EiriniGeronikou,

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

I'm not refering to a withdrawal....idk how you thought that. I'm talking about a bonus. I had a spin in wheel of fortune that's an extra bonus section in multiple casinos it's like bonus crab where casinos give you bonuses. So I had a spin in wheel of fortune and there I won 20 euros in bonus that bonus was never credited to me. Still it's been 8 days. ..no one is answering emails

10 days have passed and still nothing. Yesterday they sent me an email saying that the bonus would be credited to my account in like an hour. And one day have passed since and no bonus is on my account!!!! They are simply fooling me

Dear EiriniGeronikou,

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.

Hi. I didn't get the bonus yet .. I think I will never get it. They are fooling me

Hello EiriniGeronikou,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

It's fine. I still don't have the bonus it's been almost a month now. Anyways I hope you can figure it out. Happy holidays and happy new year 🎊

Dear player, thank you for your response. Could you please confirm whether the casino provided any explanation for not crediting the bonus? Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you very much in advance for your reply.

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

Dear EiriniGeronikou,

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,

Attila