Romancasino - Player’s winnings haven’t been received yet.

This casino is incredible. They've been asking me for documents to verify my account for over a month. First, they asked for photos of my ID, card, and statements, which I sent them. It took them 5 days to respond, but oh well. Then, I asked for a selfie with my ID and proof of address, which they constantly rejected without any justification. Even the chat agents said they didn't see anything wrong with any of the documentation I sent. After a long time, they finally accepted them. Then, they asked me for proof of wealth. I had to send all my statements, explain my source of income, etc. And they're still asking me to send them the statements, even though I've sent them at least 5 times over the course of this time, in addition to asking about very specific transactions from my bank. That is, I've been waiting for verification for a month now. I always send everything immediately, but they take days to respond and reject what I send without any justification. And when they approve it, they keep asking for things, things without any justification or sense, even though I'm not withdrawing thousands of euros, not even close. They're delaying the withdrawal as much as possible in a fraudulent act by this casino.

Dear caniche7,

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.

I haven't been waiting for less than two weeks. I've been waiting for more than a month. They're delaying verification as much as possible, without any justification. They've rejected valid documents and even asked me to explain certain transactions with my bank.

Dear caniche7, please allow me to ask you a few questions, so I can understand the whole situation completely.

When was the last time the casino requested any documents from you, when did you provide them, and have you received any updates since then?

Do you currently have a pending withdrawal in your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

When was the last time the casino requested any documents from you, when did you provide them, and have you received any updates since then?

This morning

Do you currently have a pending withdrawal on your account?

Yes, the one I requested before they asked for verification.

Could you share your communication with the casino?

They ask me this! When I'm a student, I don't work, and I have to go back years and years to find something, when my source of income doesn't come from any work performance, but from childhood cash gifts I've been saving, etc.

I have already been paid and my account closed in the process.

Dear caniche7,

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,

Dominika

Casino.Guru