Dragonia Casino - Das Spielerkonto wurde geschlossen.

Good day,

About three months ago, I deposited €200 into my Dragonia account. Approximately 10 minutes later, when I tried to log in, I received a message stating that my account had been blocked. Despite inquiries via live chat and email, no reason was given. I have received no response for months regarding the €200 that are still in my account. I am requesting assistance. Thank you.

Guten Tag,

Vor circa drei Monaten habe ich 200 Euro auf Dragonia eingezahlt. Circa 10 Minuten danach wurde mir beim anmeldeversuch angezeigt das mein Konto gesperrt wurde. Auf Nachfrage mit dem Livechat und per Mail wurde mir ebenfalls kein Grund genannt. Auf mehrfache Nachfragen bezüglich der immernoch auf den Konto befindlichen 200€ wird mir seit Monaten nicht geantwortet. Ich bitte um Hilfe. Vielen Dank

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dragonia Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which payment method have you used when making deposits?
• Have you previously withdrawn winnings from the casino or made other deposits?
• Could you please share with me your attempts at communication with the casino regarding the issue as evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was blocked immediately after creating my account and making a deposit.

So I haven't been able to complete any withdrawals yet. I deposited via Sparkasse.

I sent all the required documents, but nothing has happened since.

Ich wurde direkt nachdem ich mein Konto erstellt habe und eingezahlt habe gesperrt.

Ich habe also noch keine Auszahlungen abschließen können. Ich habe mit Sparkasse eingezahlt.

Alle benötigten Unterlagen habe ich gesendet aber seit dem tut sich nix

?

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the designated time of 7 days.

• Could you please specify which documents you uploaded to the casino to complete the verification of your identity and payment method, and in which format?
• Were any of the documents you submitted to the casino approved, to your knowledge?

Please let me know.

I have submitted the following documents:

Image of the front and back of my ID card

And a selfie in front of the Play ID website with my ID.

Since then, I have received no further replies.

Ich habe folgende Dokumente eingereicht:

Bild von Vorderseite und Rückseite meines Ausweises

Und ein Selfie vor der Play id Webseite mit meinem Ausweis.

Seitdem wird mir nicht mehr geantwortet.

Hello 2005mofriii,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Do I understand correctly that you provided these documents to the casino in November 2026 and then again in March/April 2026?

Has the casino at least acknowledged receipt of your documents via an automated message?

Please let me know any news regarding the matter.

My email is tomas@casino.guru

Yes, I've already sent the documents twice and received confirmation that they arrived. But since then, no one has responded, even to numerous inquiries.

Ja ich habe zweimal die Dokumente schon versendet und ich habe auch eine Bestätigung bekommen das die Dokumente angekommen sind. Aber seitdem antwortet niemand mehr auch auf viele Nachfragen

Dear 2005mofriii,

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, Martina (martina.b@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,

Tomas

Dear 2005mofriii,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Dragonia Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player ´s account has been blocked?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru,

We are pleased to inform you that players withdrawal request has been successfully completed.

The funds may take 3 to 5 working days to appear on their account, depending on their payment method used and bank’s processing times.

Kind Regards,

Dragonia Team

Dear Dragonia Casino, thank you very much for the good news!

Dear 2005mofriii

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Nothing has arrived yet.

Es ist noch nix angekommen

Dear Dragonia Casino Team,

can you please take a look and let us know, what is going on with the player´s withdrawal process?

Thank you so much in advance

Dear All,

We are currently investigating this matter and are making every effort to expedite the process.

We will provide an update as soon as more information becomes available and appreciate your continued patience in the meantime.

Best Regards,

Dragonia Casino Team

Dear Casino Guru,

We have emailed the player with instructions to process his deposit return.

Kind Regards,

Dragonia Team

Thank you, Dragonia Casino, for the update!

Dear 2005mofriii,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

I sent the documents 4 days ago.

Ich habe die Unterlagen vor 4 Tagen zugesendet

Dear Dragonia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the 2005mofriii´s verification process.

Please let us know at your earliest convenience.

Dear Casino Guru,

We have emailed the player (2005mofriii) to request their bank details so we can process the refund.

In the meantime, we have asked the relevant department to review their submitted documents.

Should they require any additional information, we will notify you immediately.

Kind regards,

Dragonia Team

Dear Casino Guru,

We are waiting from the player the following verification documents:

A clear photo of ID.

A selfie

A selfie ID AOS, which is a selfie photo holding the ID document with our website in the background.

Kind Regards,

Dragonia Team

Thank you, Dragonia Casino, for the update!

Dear 2005mofriii,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

I have sent the documents

Ich habe die Unterlagen gesendet

Thank you 2005mofriii, for letting me know.

Dear Dragonia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the 2005mofriii´s verification process.

Please let us know at your earliest convenience.

Dear Casino Guru ,

We are currently awaiting confirmation from our internal team.

We will follow up with you the moment we have an update.

Kind Regards,

Dragonia Team

Dear Player,

To process with your request, we just need to complete the final step of your verification.

Please submit the following missing items:

• Selfie holding your ID, against our site (our website to be seen in your selfie). The selfie can be taken with any other device. We only want a clear selfie as per the requirement.

As soon as these documents are received and approved by our security team, your balance will be released right away.

Thank you for your patience and understanding.

Kind regards,

Dragonia Casino Team

Thank you, Dragonia Casino, for the update!

Dear 2005mofriii,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

I have now sent the document again.

Ich habe das Dokument nun nochmals gesendet.

Thank you for letting me know Dear 2005mofriii,

Dear Dragonia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the 2005mofriii´s verification process.

Please let us know at your earliest convenience.

Dear Casino Guru,

We can confirm that we have received the player's documents.

However, to finalize the verification process, we require one final item: a selfie of the player holding their ID document with our website clearly visible in the background.

Once this is provided, we will proceed immediately.

Kind Regards,

Dragonia Team

I've already submitted this document multiple times. Everything is clearly visible. Besides, you can't expect a perfect picture where you can see my face, ID, and the website as well. How is everything supposed to be 100% sharp in one photo? I can't exactly hire a photographer. I'm starting to feel cheated. I want my money back, and I've already sent all the documents several times.

Ich habe das Dokument doch schon vielfach eingereicht. Es ist alles deutlich zu erkennen. Zumal man nicht erwarten kann ein perfektes Bild zu erhalten wo man mein Gesicht und Ausweis und außerdem noch die Webseite sehen kann. Wie soll das denn alles 100 prozentig scharf sein auf einen Foto. Ich kann ja nicht erst einen Fotografen anheuern. Langsam fühlt man sich über den Tisch gezogen ich möchte endlich mein Geld zurück und ich habe alle Dokumente schon mehrfach gesendet.

Dear 2005mofriii,

I understand that this situation is frustrating.

However, I would like to encourage you to submit the selfie to the casino once again. Sometimes, for internal reasons, a different department may require the same document to complete the verification process, even if it has already been submitted previously.

Please let me know once you have sent it again, and we will continue monitoring the case.

Thank you very much.

I submitted it again

Ich habe es nochmal eingereicht

Thank you 2005mofriii!

Dear Dragonia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the 2005mofriii´s verification process.

Please let us know at your earliest convenience.

Dear Casino Guru,

We emailed the player today (15.07) with instructions to reply directly to our message with their selfie.

Because we have not yet received this document, which can sometimes happen when files are sent through alternative communication channels, we advised them to reply directly to today's email to prevent any further processing delays.

Kind Regards,

Dragonia Team

I sent it

Ich habe es gesendet

Thank you 2005mofriii, for the update!

Dear Dragonia Casino, please let us know should you received it. Thank you

Dear Casino Guru,

We have received players document and are processing this.

Kind Regards,

Dragonia Team

Dear Dragonia Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the 2005mofriii´s verification process.

Please let us know at your earliest convenience.

Dear Casino Guru,

We've approved the player's documents and emailed them to ask for their bank details so we can process the refund.

Kind regards,

Dragonia Team

Thank you, Dragonia Casino, for the update!

Dear 2005mofriii,

I would kindly ask you to submit the required info to the casino and please let me know once this has been done.

Thank you very much in advance.

I sent the information

Ich die Information gesendet

Dear Dragonia Casino Team,

Could you please confirm whether you have received 2005mofriii’s bank details and whether the funds have already been sent to him?

We would appreciate an update at your earliest convenience.

Thank you very much in advance.

Dear Casino Guru,

Withdrawal has been completed on our end.

The funds should reflect in players account within 3 to 5 business days, depending on their bank's processing times.

Kind Regards,

Dragonia Team

Thank you Dragonia Casino Team, for the good news!

Dear 2005mofriii

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.