Dragonia Casino - Учетная запись игрока закрыта.

Hi, I won some slots and after a few days my casino account was blocked and I can no longer access it to withdraw my funds.

Salve ho fatto delle vincite alle slot e dopo qualche giorno mi è stato bloccato il conto del casinò e non ci posso più accedere per prelevare i miei fondi.

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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.

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Dear Sasaplay97,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP also created an account at this casino?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi, no one in my family uses this site. I've never been asked to verify my account, and most of my winnings come from real money.

Salve, no nessuno della mia famiglia utilizza questo sito, la verifica non mi è stata mai richiesta e le mie vincite derivano per lo più da saldo reale.

Dear Sasaplay97,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshot here.

Thank you for your patience and cooperation.

Dear Sasaplay97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I wrote to the casino about the problem and the withdrawal a long time ago without receiving a response. I attach a screenshot of the email.

Salve, ho scritto al casino in merito al problema e al prelievo molto tempo fa senza ricevere risposta allego screen email

Dear Sasaplay97,

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, Samuel ([email protected]). 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,

Attila

Dear Sasaplay97,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Dragonia Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Dragonia Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi, I'm attaching my email below and the casino's response.

Salve allego un mia mail che trovate in basso e la risposta del casinò.

Dear player,

Thank you for reaching out. 

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Dragonia

Dear Player,

Thank you for your patience.

After reviewing your case with the relevant department, we would like to inform you that you need to provide the following documents to verify your account:

A copy of your ID and a selfie

A selfie of you holding your ID and an Account Ownership Statement (AOS)

Proof of cryptocurrency wallet ownership

Proof of deposit

Please let us know if you have any questions regarding these documents.

Best regards,

Dragonia

Hello everyone,

thank you, Dragonia Casino, for the update and for outlining the documents required for the verification process.

Sasaplay97, please follow the casino’s instructions and provide the requested documents so the verification can proceed.

Once the documents are reviewed, we will wait for the casino’s update regarding the outcome of the verification and the status of the player’s winnings.

I have sent all the requested documents to their support email

Ho inviato tutti i documenti richiesti alla loro e-mail di supporto

Hello everyone,

thank you, Sasaplay97, for the update and for confirming that you have sent all the requested documents.

Dragonia Casino, could you please confirm once the documents have been reviewed and let us know the outcome of the verification?