Romancasino - Player believes that their withdrawal has been delayed.

KYC failed - Romancasino asking for a document that I cant provide

Hello!

Some time ago, I requested withdrawals totalling 3.000 EUR and was asked to verify my account. Romancasino asked for ID, live selfie, proof of adress, proof of withdrawal method (bank transfer) - which I provided and were accepted.

I did 4x deposits in total always using the same credit card of mine. Regarding KYC they also asked me to provide them with a credit card statement showing the deposits. I explained to them, that I only receive my credit card statement on a monthly basis - as many people do. The statement showing my 4x deposits would be issued to me on the beginning of May - meaning I would have to wait another four weeks for my withdrawals.

In addition, I also called my bank and asked for an instant statement or other sort of written confirmation - they do not provide any of these and told me to wait for my statement in May.

Therefore, I uploaded front and back of the credit card in question. Which is the method to prove a credit card in any other casino I have come across so far.

In the meantime, I explained this situation multiple times via email and to live chat.

However, they insist on a statement that I currently do not have and would have to wait for for 4 weeks.

I ask Romancasino, to verify my deposit method via my uploaded credit card pictures and process my withdrawals promptly as they are way overdue.

Dear Rattekruemel,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello and thank you for opening my complaint against romancasino.

This is not about more time needed for KYC etc.

Since romancasino requests a document that does not exist, I cannot provide it and therefore I cant verify my account.

They are requesting a credit card statement showing my deposits with them. My credit card statements are issued on a monthly basis. The statement in question for April will be issued no sooner than May. Meaning, I would have to wait for weeks to be able to verify my credit card deposit method.

Instead I provided them with pictures of my credit card used, both sites. Which is the industry standard for verification of a credit card. I also phoned my bank requesting an instant statement / other type of transaction confirmation. The bank does not provide these in general and told me to wait for my monthly statement in May. You can happily ask them yourselves:my credit card is with Openbank.

I informed romancasino about this as well, they do not care and insist on that statement. Even though it is common knowledge that many banks issue their credit card statements monthly. That's the reason casinos ask for pictures of your card instead to prove ownership.

Dear Rattekruemel,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

no new developments. Complaint is still open. They do not verify my account asking for a document that does not exist. I explained this in detail in my previous post.

Thank you!

Thank you Rattekruemel for all the information provided so far. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Rattekruemel,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Romancasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Romancasino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello!

We would like to inform you that, upon receipt of the requested documents, both of the user's withdrawal requests have been processed on our side.

The maximum timeframe of five banking days for the funds to be credited has already passed. If the funds have not yet been received in the user's bank account, we kindly ask that you inform us so that we may assist further.

Best regards,

Romancasino

Thank you, Romancasino, for the update.

Dear Rattekruemel,

Please inform us whenever you receive your payment.

Respectfully,

Romi

Dear Rattekruemel,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru