Delayed payment and unjustified payment charge

My complaint is regarding a withdrawal i made on the 27th of june (wednesday) firstly i sent my documents off for verification on monday which they was approved and my account was verified on the tuesday 26th. I then made a withdrawal for £500 and emailed the casino (as they have no other option) to take away the reverse withdrawal option. I then received a email saying this cant be done by a players request (screenshot attached) which i find very bizarre to say the least as normally most casinos will take away the option as requested. I then reversed the withdrawal for £500 and re withdrew £400. I made the withdrawal at 11.50am on wednesday morning. Its now been 48 hours and its still in the processing stage after my account has already been verified. I will attached all correspondence about this. I find it very frustrating how they take so long to process a withdrawal after your account has been verfied. I write this complaint in the hope that it will speed things up.

On the 1st of November I deposited £135 at Dragonara Casino. I received a bonus and ended up winning £1303. I was very careful not to break any bonus terms and conditions and requested a withdrawal. After fulfilling all their requests for ID etc I still didn’t receive payment. I kept asking for the status of my withdrawal. Weeks later I received the following email: Dear Martin Thank you for contacting our help desk. When players select a Dragonara Bonus which is essentially Free money, Dragonarahas an obligation to ensure that all the game play carried out with the bonus funds has been done in accordance with our House Rules and that there is no evident abuse of the bonus. This usually involves a number of checks on our end as well as on the side of the game provider for the games you were playing. We have duly escalated your game play on to Microgaming on the day your withdrawal was requested and we have yet to receive a resolution from them. We have followed up to them at least 5 times requesting updates. Dragonara is unfortunately at the mercy of the game provider in this case. Rest assured that as soon as we receive a response from them we will follow up to you with a resolution. We thank you for your continued patience in this matter. Kind regards, Oliver Dragonara Online Casino Help Desk I found this email alarming. First, they claim that the bonus is essentially free money.The bonus cost me a deposit of £135 which I could easily have lost, so that’s just false. And then they go on to claim that they’re waiting for permission from Microgaming to process my withdrawal and that a “resolution” is required from them. MG don’t have my £1303. It is in the possession of Dragonara Casino and they obviously have the power to pay me. Dragonara Casino says that their "hands are tied" and that they must wait for a decision from Microgaming. But I believe that the only reason they are delaying my payment is because they want to stay as liquid as possible and paying me doesn't help with that. I believe this because I've never heard of a casino needing permission from their software provider to make customer payments. I decided to post this here since I found their email very worrying. Any help would be much appreciated.

Hello, My ticket id: Ticket ID: DIH-165-59193 i submitted all my documents on 27th october I recently made a withdrawal and was told I had to verify my account first. I was told this would take up to 48 hours then my withdrawal would be processed. However the 48 hours have elapsed and its like more than 144hrs I have not heard back from anyone from Dragonara.I hope this issue can be solved efficiently.

Hello, I recently made a withdrawal and was told I had to verify my account first. I was told this would take up to 72 hours then my withdrawal would be processed. However the 72 hours have elapsed and I have not heard back from anyone from Dragonara. They are refusing to reply to my emails which has me worried. I hope this issue can be solved efficiently.