The player from Italy has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Dragonia Casino - Player’s winnings haven’t been received yet.
Opened
Current status
Waiting for a delayed payment
2d 0h 40m 40s
Dragonia Casino
Safety Index:HighSafety Index
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8.8
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Case summary
Discussion
Public
Public
23 hours ago
Translation
I requested a withdrawal of €500 on 10/23/25 from my Dragonia Casino account.
After more than 11 days, the payment is still showing as "processing".
I've contacted support several times (both via chat and email), but I only get automated responses that mention "delays due to high volume of requests" with no specific date.
In the past few months I had already made two other withdrawals of €500 and they were paid regularly.
I would like to receive confirmation that my payment has been approved and a clear timeframe for the credit.
I'm attaching screenshots of my conversations with support as proof.
Automatic translation:
Public
Public
23 hours ago
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.
Public
Public
23 hours ago
Dear Mele,
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
