The player from Austria had been attempting to withdraw funds since October 6th, submitting around 15 documents and undergoing verification three times. Despite this, his account kept reopening with new demands for documentation. The Complaints Team intervened, facilitating communication with the casino, which ultimately accepted his documents and processed the withdrawal successfully. The player confirmed receipt of his funds and expressed dissatisfaction with the casino's rating despite the resolution. The complaint was marked as resolved.
Romancasino - Player faces delayed withdrawals and repeated verification.
Resolved
Our verdict
Case closed
Amount: €518
Romancasino
Safety Index:HighCase summary
Discussion
Public
Public
1 month ago
Translation
Hello!
I've been trying to withdraw the money since October 6th. I've already sent about 15 documents, and the account has been fully verified three (!) times, only to be reopened and demand something new again.
Please help
Automatic translation:
Public
Public
1 month ago
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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Which documents did you send to the casino for verification, and when exactly did you send the last one?
Which documents has the casino requested from you most recently?
What payment methods have you used to deposit money into this casino?
What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
1 month ago
Translation
Hello! Thank you for the quick reply.
What documents did you send to the casino for verification and when exactly did you send the last one?
Long list:
passport
Proof of address
then again proof of address in pdf format
additional proof of address
then passport with selfie
Passport with selfie with piece of paper with a number
Account details from the Coinbase account
Proof of deposit of both BTC deposits
then proof of deposit again, but with the hash ID
the document again, but "embedded" in the APP
Proof of ownership of the crypto wallet
and after almost a month of the KYC process, I've probably already forgotten something.
What documents did the casino recently request from you?
Bank statement/Wallet verification (which was actually already completed)
What payment methods did you use to deposit money into this casino?
BTC deposit
What types of games did you play? Were they slots, live casino games, or did you bet on sports?
More sports betting, but also a bit of casino/slots
Automatic translation:
Public
Public
1 month ago
Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your account at [email protected]. Kindly include the documents that you most recently sent to the casino and that have not yet been verified as well. I appreciate your patience and cooperation.
Public
Public
1 month ago
Thank you very much, DiePartei, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Public
Public
1 month ago
Dear DiePartei,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Romancasino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
1 month ago
Dear DiePartei,
We would like to inform you that your documents have been accepted and your withdrawal has been successfully processed on our side. Please note that cryptocurrency withdrawals may take up to three hours to appear in your wallet.
If you do not receive the funds within this timeframe, please let us know.
Best regards,
Romancasino
Public
Public
1 month ago
Translation
The money was transferred today (thanks to your intervention). Thank you very much. However, the casino's rating is in no way justified.
Best regards
Automatic translation:
Public
Public
1 month ago
Dear DiePartei,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
