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

I've been waiting for a payment for 5 days. I received information in the chat that the maximum time it should take is 5 days. The process is still ongoing. 5 days have passed, but the support team still won't help me.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The account is verified. I already made a withdrawal and it was in my account the next day. The casino's regulations state that withdrawals should be in the player's account within a maximum of 5 business days. So I don't know why I should wait 2 weeks.

Dear player,

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.

The withdrawal still hasn't been credited to my bank account. Despite sending all the documents, the casino staff refuses to help me in any way. I'll send them another document from the bank on August 31st confirming that the withdrawal didn't take place. I've already sent them a bank statement; I'm verified, and I have a verified card that received the withdrawal. I can attach all the files here if needed.

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

Could you please let me know the current status of your withdrawal? Has there been any change?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? 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.

Who are you helping? Casinos or players? You're writing the same thing. I've been waiting for over two weeks, the account is verified, all documents have been sent, and no payment has been made.

Dear player, in order to move forward and assist you effectively, we need your cooperation. Please provide the missing information and communication with the casino as previously requested. Without it, we are unable to properly assess or support your complaint.

I contacted the casino. They sent a transfer confirmation and told me to contact my bank. I had previously sent them a statement that didn't show the transfer!!! The bank claims there was no such transfer. This must be some kind of joke. This casino is a complete thief!!!

I have sent all the documents to the provided email address

I'm devastated. I sent all the documents, but I don't have the money, and they keep telling me the money has been transferred and that I should clarify this with my bank, even though my statement doesn't show any such transfer! People, stay away from this casino. They're thieves and scammers. If there are any complications, you can't count on any help.

I see you're no better either. Instead of helping players, you're helping casinos that rob people. At least I've learned a lesson not to participate in this. Karma will come back to you, and I hope it comes back to you as soon as possible.

I'm sending you an email from my bank. My bank didn't receive the transfer. My bank suggests that the SENDER of the transfer contact HIS/HER bank. The casino refuses to help and claims they made the transfer and don't care. I'm attaching the file to the email.

Please keep in mind that respectful communication is expected from all parties. Personal attacks and inappropriate remarks are not acceptable and do not help resolve your case.

I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service.

Dear THEPL88,

My name is Martina 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Why is Romancasino trying to get my review of them removed on Trulispot? I didn't use any offensive words there; I was just stating the facts. Congratulations.

Hello!

We would like to inform you that we have recontacted the payment provider, and the withdrawal in question has been confirmed as successful. An official document confirming that the funds have been sent, including all relevant banking details, has already been provided to you.

To proceed further with our investigation, we kindly request additional information from your side.

Specifically, please provide:

• A bank statement in PDF format for account 2224, showing transactions from July 14, 2025, to the end of July 2025. The account number must be clearly visible on the statement.

• The refund reference ID for this withdrawal from your bank, or an official letter from your bank confirming that the transaction was located and returned to us.

Please be advised that these documents are essential to continue our investigation into the missing payment. We appreciate your cooperation and understanding in this matter.

Best regards,

Romancasino

Dear THEPL88,

I understand how frustrated you are.

Can you please share that bank statement with me as well? martina.b@casino.guru

Dear Romancasino Team,

Can you please send me some prove that the money has been sent from your side to player´s account? martina.b@casino.guru

Thank you both for cooperating

Thank you THEPL88, for the new information!

Dear Roman Casino Team,

I kindly ask you to review this case and ensure that the payment is processed with the correct details so the player can successfully receive it. Your prompt attention to this matter would be greatly appreciated, and I would be grateful if you could keep me updated on the progress.

Thank you very much for your cooperation.

My fault. The SWIFT number in the Roman Casino confirmation is correct, but the name is different from the one I provided on the casino website. I gave the name Maciej, but the transfer form says Maciek. At the bank, swapping the surname and first name already constitutes grounds for additional verification. In this case, the first name is incorrect, perhaps that's the cause. I'm still waiting for a letter regarding the complaint. Unfortunately, it takes up to 39 days. As I mentioned earlier, I sent the casino a letter with a response in my bank's electronic application stating that they didn't receive the transfer. The transfer from the casino also doesn't appear on the statement I sent to Casino Guru and Roman Casino. So, perhaps since I have to submit a complaint and additional documents, they should do something more to clarify this matter than sending a transaction confirmation. They can also file a complaint with their bank; it doesn't cost anything. Support is there to help customers with any issues, so I especially don't understand the casino's approach to my case.

Dear THEPL88,

We have recontacted the provider once again, and we thank you for the additional information you have provided.

Please note that all information for withdrawals is entered by the player, and we do not alter it in any way.

We will provide an update as soon as possible.

Thank you for your understanding and patience.

Best regards,

Romancasino

However, the data has changed. I have a screenshot from a player's account that lists Maciej, but the transfer is listed as Maciek. This difference may be grounds for the transfer not being recorded. I also sent you screenshots.

Dear Romancasino,

Could you please keep us updated on the payment provider’s response? We would greatly appreciate it if you could let us know as soon as possible.

Thank you very much in advance for your cooperation.

I have an official response from the bank. The transfer was returned to the sender!!!! Where should I send this letter?

I sent the bank's position in PDF format to you by email and to the casino support.

I sent all the documents they requested to the casino, but the support hasn't responded yet, and the chat staff said it wasn't their fault that my withdrawal had been misplaced and they didn't send the attached documents as they had done before.

And another day, I re-sent the required documents to Romancasino support, and they still won't respond. When the documents weren't complete, they responded via email and chat within 20-30 minutes. Now, a day has passed, and still no response. I'd like as many people as possible to read my posts so they know what kind of help they can expect from the casino's website in the event of any complications.

Dear THEPL88,

I understand your frustration.

Romancasino, are there any updates please?

This casino is a complete joke. I've been informed that they're now contacting my bank, even though I sent a letter stating the bank's position on the matter. Firstly, they could have done this three weeks ago when I reported the issue, and secondly, I want to ask on what basis the casino is contacting the bank and not the payment provider.

Dear THEPL88,

We would like to clarify that we do not have any direct contact with your bank. This is why we require bank statements in order to confirm whether the funds have been received. We sincerely apologize for any confusion this may have caused.

With regard to your withdrawal, please be informed that we have contacted the payment provider several times during the past week, including after receiving the additional file you kindly provided. On both occasions, the payment provider confirmed that they have not received any information concerning a cancellation of the withdrawal. We remain in ongoing communication with them, and we are also aware of the typographical error in the last letter of your name.

As soon as we receive an update from the payment provider, we will notify you immediately.

We greatly appreciate your patience and understanding as we work to resolve this matter.

Best regards,

Romancasino

Thank you Romancasino for the update and please keep us informed.

The casino's message clearly states they're contacting my bank. Besides, how is this matter supposed to be resolved? For anyone to do anything about my situation, I had to submit documents in PDF format, file a complaint with the bank, PROVING that I didn't intend to defraud the casino. And what did the casino do? They sent a transfer confirmation, which we already know was returned to the casino, and what else? They could simply write, "We're looking into the matter and everything is fine, right?" Normally, a transfer takes up to 30 days to process. I want to remind them that I've been waiting over a month for a withdrawal! And is everything okay, according to you?

Since I had to prove with documents that I actually do not have this money, can the casino also present in PDF format what they did in my case, which they have not been able to resolve for over a month?

Okay, I've been scammed for over a month now. Roman Casino is full of thieves and thieves. Leave the topic alone and keep your money.

I'm so sorry, but I have to wait for my winnings to be transferred. I've been waiting for over a month and haven't received any specific information. Usually, the transfer is returned within 30 days. I've been waiting almost twice as long for my winnings to be refunded, and I can't wait. I'm warning anyone reading this that the license provider for this casino doesn't care about my case, despite several emails sent with documents. How is it that the casino receives a license, and when it comes to withdrawals, no one can even write two sentences why my winnings haven't been credited to my account for over a month? To everyone reading this, steer clear of this casino; it's a dishonest casino.

I just wanted to remind you that I've been waiting over a month for my winnings to be paid. What's happening with my case? I was asked to contact my bank and file a complaint, along with an official letter from the bank in PDF format and an account statement in PDF format. Based on this information, it became clear that the transfer sent by the casino was returned to the sender on July 29th, and it's now August 29th. So far, all Romancasino has done is send a transfer confirmation a month and a half ago, and nothing has happened yet. These are blatant scammers. I wonder why and how this works. I'm asking a casino guru consultant to advise me on my options for recovering my winnings, because surely someone at the casino is responsible for this? Or am I wrong?

Hello!

We would like to inform you that we have been in contact with the payment provider multiple times throughout the week. According to the latest update, the payment provider has not received any response from the receiver’s bank regarding the cancellation. The transaction is still classified as successful, as indicated in the documentation provided.

We remain in ongoing communication with the payment provider and will share further updates as soon as new information becomes available.

Thank you for your patience and understanding.

Best regards,

Romancasino

Damn it, I sent a letter from the bank saying the transaction was reversed to the sender. You're a bunch of thieves, nothing more. I'm writing to the license provider again because I see no one is on the customer's side.

I require a PDF document from the casino with the official position of their payment provider, as well as the same letter in PDF format, or a letter from the licensing provider confirming that the transaction on their website as of August 30, 2025, was successfully transferred to my account. If I receive these documents, I will take legal action against my bank to recover this money. This isn't about the amount I'm owed, which is small, but about the casino's blatant dishonesty and the legitimacy of a website like this. What's the point? I've been negotiating with fraudsters for a month to get my money back, and no one has been able to take any steps to help me resolve this matter.

I got a message from Roman Casino and they're asking me for a statement again. This is a fucking joke. A bunch of thieves and scammers.

Dear THEPL88,

I understand how frustrated you are. However, I encourage you to send to the casino the statement they require.

Dear Romancasino,

could you please give us a statement? Money have to be somewhere!

And here we go again. A bunch of crooks running around in circles.

Are you people normal? What else should I send them??!! I sent everything they requested, even though I haven't received anything since they sent me the transfer confirmation a month and a half ago!!!!! They've done absolutely nothing!!!!!! And you're just going to keep asking the casino staff the same question over and over again? And again, six days for a response, and so on. People, this is ridiculous. They scammed me out of money, firstly, my deposit, and secondly, I haven't received my winnings. What's more, about three days ago, they wrote to me that their payment provider still claims the transfer has been processed!!!!! Even though I sent them a letter from my bank stating the transfer was returned to the sender. If they insist the transfer must be processed, I'd like an official letter. I'll take legal action against my bank to recover this money!!!!!

Dear THEPL88,

Please be advised that we have previously provided official documentation concerning the processing of the transaction to your requested bank account, which includes all relevant information.

At this time, the payment provider has not received any communication from your bank regarding the cancellation of the payments, and the transaction remains in a successful status as indicated in the documentation provided earlier.

Kindly note that we are monitoring the status of the transaction with the payment provider as frequently as possible and will update you promptly with any new information.

Best regards,

Romancasino

Dear THEPL88,

I understand that you are frustrated, but please remember that we are here to assist you. We expect respectful communication in order to be able to continue helping.

Both you and the casino have provided information: on one hand, confirmation that the money was sent, and on the other, that it was not received. Cases of this nature can take time to investigate, as both sides need to review the details thoroughly.

If you believe that another service would be better suited to support you, you are free to do so. However, if you would like us to continue assisting, I need your confirmation so we can move forward. Otherwise, I will reject this complaint.

Please continue

What have you done so far, other than gathering information for over a month? I see that both you and the casino have seven days to respond, so they're delaying this, while I only have 24 hours from what I see. So far, you haven't been of any help.

Actually, you and casino you both have 7+7 days to respond. You had 24 hours only for the latest respond.

I went through the evidence once again.

I want to ask you to send me the document I cannot access and requested via email. And also, I cannot find the confirmation from your bank saying that the payment have been cancelled by sender. So if you can send it as well, I will really appreciate it.

Dear Romancasino, are there any news from the payment provider? Because, as I said, the money has to be somewhere!

I sent you a reenactment and another letter from the bank stating that the foreign transfer had been canceled and returned to the sender. I've been writing to you about this for a month, and you've only just now started reviewing any files?

Dear THEPL88,

We have been trying to help you for over the month reviewing the case almost daily. I kindly ask you to communicate in a respectful way. Any other response from you written in such a tone as above could lead to your complaint being rejected

Thank you for the document you sent via email.

Now, as I said, I will wait for the Romancasino representative to give us an update of the payment provider investigation.

Dear THEPL88,

Please be informed that we are still closely monitoring the status of your transaction with the payment provider and will share any updates with you as soon as they become available. The moment we receive further information from the provider, you will be notified without delay.

Best regards,

Romancasino

I'm so impressed by the commitment shown by both parties. I truly feel taken care of to the fullest.

Hello Martina,

We have provided an update via email.

Best regards,

Romancasino

Why haven't I, as a stakeholder, received any updates? Why aren't you concerned about a client having a withdrawal issue?

Dear THEPL88,

The casino is still waiting for the update from the payment provider.

Please Romancasino team, let us know as soon as possible, once you have some information.

Thank you so much

Are you all fucking kidding me or what's going on??!!!! I've been waiting 3 months and you've agreed on shit. Fuck me, both of you are fucking worthless. A bunch of faggots and cheaters. Fuck all of you, you fucking thieves. I'm not even coming here anymore. I hope your fucking children die, you fucking animals.

I kindly ask you to communicate in a respectful way. Any other response from you written in such a tone as above could lead to your complaint being rejected and even your being banned from our forum.

I understand that you have been angry and frustrated, but please keep in mind, we are trying to help you, not the other way around. If you believe that other services are more suitable to provide you with more help, you are free to do so.

So please, show me you can do anything about this. How can I be calm when I've been waiting three months for my winnings to be paid? On this forum, I see exchanges between you and Romancasino like, "Romancasino, send updates," Romancasino replies, "We're still waiting for updates," and so on. If you're here to help, please tell me what's been agreed upon for the past three months.

I've been reminding you for THREE months now. I came to your website hoping to get help in my fight with a dishonest casino; I sincerely hoped for it. Meanwhile, a casino with millions in profits is openly mocking its own client and doing nothing about my case. Furthermore, the website I trusted to get my money back is doing absolutely nothing. What's more, it seems to be in cahoots with the casinos. I'm simply devastated by the approach of these institutions. It's not even about the money, as it's a small amount, but about the sheer ignorance and disregard for me on every level, despite the fact that casinos make money from people like me who play at casinos, and that's partly why you exist. Please tell me how I should feel about this situation. I suspect you're not even interested in that, and I won't receive any response.

Dear THEPL88,

I’m not sure if you know, but we’re here to help players completely for free. We don’t have magic powers or legal authority to make miracles happen. What we can do is communicate with the casino and try to get some answers.

Sometimes it’s not even in the casino’s hands, just like in this case. The payment provider is carrying out the investigation on their own, and there’s really not much that can be done other than waiting. I know you’ve already waited a long time and you’re sick of it! Trust me, I get it! But please understand this is not a usual situation.

If you would prefer not to wait any longer, I can close this complaint at your request. I am keeping it open for you, not for me. Please let me know how you would like to proceed.

Dear Romancasino Team,

Could you please try to get some answers from the payment provider?

The money wasn't recovered. Casino Guru didn't do anything to help me. Roman Casino is a dishonest casino that cheats its players and doesn't care about them at all. Like most casinos these days, they only care about making money.

We tried to help in every way we could, as I mentioned earlier, we do not posses any legal, nor magical power.

I am sorry I cannot help in this case.