The player from Hungary faces ongoing challenges with the KYC process at RomanCasino, having already submitted multiple documents including ID and proof of address, but is now being asked for a PDF statement of the last three months of crypto payments which he cannot provide. Despite repeated explanations, he continues to receive the same requests and significant delays in response.
Romancasino - Player's account is facing delayed verification.
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Romancasino
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3 days ago
Hello i have an account with romancasino but the KYC is a nightmare i already send my id, my proof of address, 3 months of bank statement, my proof of deposit (crypto deposits) and now they ask for a statement in PDF about the last 3 months of crypto payments, idk how when i dont use crypto exchange, so there is no way to send that, i only able to send screenshoot about the transactions (i did the same with proof of deposit and they accepted it)
I already tried to explain and said this to them 3 times and i need to wait for days or weeks and they give the same answer everytime, they need this, so thats why i write to you, please help me, thank you very much
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yesterday
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.
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yesterday
Dear Kinkamark0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take some time to complete this thorough process.
To clarify the case:
- When did you initially submit your KYC documents to the casino?
- Have you provided all the required documents, except for a statement in PDF, promptly and in the correct format?
- Have you received any confirmation of approval or acceptance for the documents you have already submitted?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
