Dragonia Casino

Dear AskGamblers Team,

I would like to submit a complaint against Dragonia Casino regarding their failure to act promptly on my self-exclusion request, despite a clear and repeated disclosure of gambling addiction.

Timeline of events:

- On November 10, 2025, I sent my first email requesting permanent account closure. In this message, I clearly stated: “I have a gambling problem, and I need help,” and asked to be permanently blocked from accessing or creating any account.

- On November 12, 2025, I followed up, insisting on account closure and explaining that my request was being ignored.

- On November 15, 2025, I sent another email explicitly requesting permanent closure, asking not to receive any promotions, and again stating my gambling addiction.

- On December 5, 2025, I sent a further urgent email stating that I was unable to stop gambling, that I had already spent my savings, and again requesting immediate account closure and full blocking.

- On December 6, 2025, I confirmed once more my request for permanent closure and banning.

Despite all these clear and repeated communications, the casino failed to take immediate action.

The account was only closed on December 6, 2025, nearly one month after my initial request and despite multiple explicit disclosures of my gambling addiction.

Additional concerns:

- During this entire period, I remained able to access my account, deposit funds, and continue gambling.

- I also received promotional and VIP-related communication encouraging engagement, despite clearly informing the casino of my gambling addiction.

- Even after the account was eventually closed and I can no longer access it, I continue to receive promotional emails and VIP invitations from the casino.

Impact:

Due to the casino’s delay in processing my self-exclusion request, I continued gambling during a period when I had explicitly asked to be blocked, which resulted in financial losses.

Key concerns:

1. Failure to act immediately after a clear gambling addiction disclosure.

2. Allowing continued access to gambling services despite repeated self-exclusion requests.

3. Sending promotional and engagement communication to a vulnerable user, even after account closure.

What I am requesting:

- A formal investigation into Dragonia Casino’s handling of my self-exclusion request.

- Consideration of a refund for deposits made after November 10, 2025.

- Assurance that proper responsible gambling procedures are enforced to protect vulnerable users.

I am able to provide full email correspondence and supporting documentation upon request.

Thank you for your assistance.

Kind regards,

Hey.

I registered to Dragonia, then made a deposit, not big, a small amount of money with x3 wagering. I completed the wagering, everything is okay, then went to a casino game, won 30.000 huf. Requested a withdrawal, they say 3 work-days and the withdrawal is processed, etc. So, that's in 2026 february 24.

I chatted with live support, always got the same message, “it's a little late in your withdrawal, but I left a ticket for the money management”, and “3 working days needed to process the withdrawal”, but still NOTHING. I'm also requested if I can make the KYC because when I registered, there was no option for that, just a message “you good don't need to verify your account” and they also dont let me make kyc when I requested in live chat. I'm very mad, it's not about the amount I wanna withdraw, just the word they gave me and they not holding it. So I wanna my money, and leave this casino for life.

I have been playing here for a long time.

Never won anything, so never got to withdraw.

2 weeks ago, I won €1,000, so I requested it to be withdrawn in 2 stages: €500 one day, €500 the next.

Still have not received payment.

Live help keep given the same generic response and now started ignoring my emails and requests for help.

As per the screenshot attached, I have 3 pending withdrawals, and the oldest one has been pending for more than 2 weeks.

The casino keeps telling me to be patient, but after so long, I have to believe they have just ignored my account.

Can you invite them here to have a conversation and have them settle my account?

My withdrawals have been blocked on the casino for over a week.

My verification section shows that nothing is required, my VIP manager tells me I need to send documents which I did and nothing is moving forward. I would like to speak to the casino and resolve whatever the issue appears to be with my account.

I am reporting a delay in my withdrawal of 200€ via Cryptocurrency (Litecoin/Bitcoin). The request was made on Sunday, December 21st.

​According to the casino's own Terms and Conditions, withdrawals should be processed within 3 business days. We are now Friday, December 26th, and the status is still "Pending".

​I have contacted the live support multiple times, and they keep giving me scripted answers about "high volume. More importantly, I received an email from their support falsely claiming that I had two pending withdrawals to justify the delay, which is completely untrue (I only have one).

​This is a crypto withdrawal; it should be fast. It seems the casino is intentionally delaying my payment. I am asking for the immediate validation of my funds.

​Account Email: <removed>

Withdrawal Amount: 200€

Date of Request: December 21, 2025

I requested a €500 withdrawal from Dragonia Casino.

It has now been more than 7 days and I still have not received my money.

Customer support keeps saying “please wait a bit longer” without giving any clear reason or timeframe.

They refuse to connect me with the finance department and no one replies to my emails.

I have not been asked for any verification documents, but I am ready to provide them immediately if required.

Please help me resolve this issue and receive my €500 withdrawal. I can provide screenshots of my withdrawal request and chat history if needed.