Romancasino - Player’s withdrawal has been delayed.

made a withdrawal on January 28th at 12:00 PM. Eight agents assured me, after 24 hours, that I would receive my payment within 48 hours. After 48 hours, they assured me I would receive it within 72 hours. The terms and conditions state within 72 hours. Of course, nothing. Still no confirmation. I went to the chat, and the woman there told me she was suspending my account to expedite the payment. Later, they sent me some tests from Responsible Gaming. I completed them, although I don't know why they sent them. Another 26 hours have passed, and nothing has happened. No response to emails.

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.

Dear Rajty121,

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

They paid me some ridiculous amounts of money once. I think they only pay small, independent payments, but not larger ones. It looks like a Ponzi scheme to me. A typical pyramid scheme.

I have everything verified. They themselves wrote that everything is fine and I don't need to take any action.

For 80 hours, they've been lying on time, saying the payment will be made immediately. On Saturday, today, on time, the woman said the finance department is thoroughly investigating my case and I'll receive my release in a moment. And so, my priority fortress has been broken for 80 hours.

Their regular system is persistent, with a maximum processing time of 72 hours for payment approval. In a few hours, we'll have double that.

They lie constantly. They claim they're checking something. I'm sure they won't pay it out.

now thy claims is technical error.......

They keep alternating between these four explanations:

1.There are a lot of transactions.-you must wait.

2.We are checking the profile.

3.Sometimes higher transaction volumes may cause slight delays — and we truly appreciate your patience during this time.

4.A technical error. - A technician is currently working on your case. He's been working on it since Tuesday.....😀

Every day They said their IT specialists were working on it. They assured me about it every day and said it would be resolved soon. And now they've stopped responding to emails........😀

As I thought from the beginning, they have no intention of paying it out.

They have been talking nonsense for 12 days that it is a technical error and that the IT team is working on it all the time.

now is 14 days. so what now?

Dear Rajty121,

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.

Nothing has changed. They still haven't paid me. I've been asking for 12 days, and for 12 days they've been saying that the programmers are fixing a technical error. 12 days!!!!! In the chat, the agent said that my case was unique and they'd never encountered anything like this before. And that the IT team is constantly fixing the error.

I'm an IT specialist myself. This story is completely absurd.

In 12 days these programmers would have managed to write a new Windows.....

Are you see my post?

hello are you there?? you do something????

I don't quite understand what now? Are you doing anything? Should I do something?

Dear Rajty121,

Thank you for your messages. I understand that the situation is frustrating, and I assure you that we are here to properly review your case.

In order to proceed and assess the situation accurately, I kindly ask you to provide the following screenshots directly here in the complaint thread:

• A screenshot of your casino account profile page (showing your account status/verification status).

• A screenshot of your withdrawal history, clearly showing the amount (zł1026), the date requested, and the current status.

• Screenshots of your communication with the casino (chat transcripts or emails), especially where they mention the technical error, IT investigation, delays, or account suspension.

These documents are essential for us to verify the timeline and the explanations provided by the casino before we proceed further.

Once you upload them, we will review everything carefully and continue with the next steps.

Thank you for your cooperation.

Where should I send them to you?

i sent you email.with screens

to  complaints@casino.guru

Dear Rajty121, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi Karla i sent you email with screens.

karla.m@casino.guru do you recive???

Could you please confirm that you have passed the KYC verification? YES U HAVE I SEND YOU SCREEN!

Did you accumulate your winnings with or without an active bonus? NO BONUS. I DEPOSIT AND PLAY FOR MY MONEY

Did you play casino games or bet on sports? I PLAYED SLOTS GAMES for this winings

AGAIN THEY STILL WORKING 23 days.......

Carla i forward to your email next email from Romancasino now is

"sometimes higher transaction volumes can lead to slight delays"

Dear Rajty121, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

28 January i withdraw money.

Same method as always. Skrill

Could you please clarify the exact date when you requested the withdrawal?

28 January at 12.10 pm

· Could you let us know how long did your last successful withdrawal took to be processed?

48 hours

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Same method as always. Skrill

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

IS one month i sent you screenshot

Dear Rajty121,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicatedLucia, lucia.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Rajty121,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Romancasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello Rajty121,

We sincerely apologize for the delay in processing your withdrawal. We understand how important it is for you to receive your funds promptly, and we regret any inconvenience this has caused.

We are currently experiencing technical issues with our withdrawal system, which we are working diligently to resolve. We're prioritizing this to get it fixed as quickly as possible and will notify you right away.

We truly appreciate your patience.

Best regards,

Romancasino

I'M BEING REPEATED THE SAME THING IN EMAILS!!

SERIOUSLY HERE TOO??

It's been 5 weeks since the payment and there's still a technical error. It's just ridiculous.

There are several solutions:

1. WITHDRAW MANUALLY TO MY SKRILL!!!!!!

2. Buy a Paysafecard code for 1026 PLN and sent email with code.

Will you say the same thing in a year?

The same thing in two years?

Technical error? You've been saying it's been fixed for four weeks?

HIRE ANOTHER IT GUY!

I have no patience for you anymore.

As far as I'm concerned, you're all frauds. scam......

Dear Romancasino Team,

Could you please provide us with an estimated timeframe for when the withdrawal process may be completed and when Rajty121 can expect to receive the funds?

The player has been waiting for a long time and is understandably becoming quite frustrated. Providing even a rough estimate would help ease the tension and give the player a clearer expectation regarding the timeline.

Thank you in advance for your cooperation.

I don't believe it's a technical issue anymore.

You should lower their ranking.

It doesn't take five weeks to fix a technical error.

In my opinion, that's a lie.

I'm practically sure they won't pay me My money

Hello Rajty121,

Thank you for your patience while we investigate this matter. We understand your frustration and want to assure you there is no reason for us not to be fully transparent - it's genuinely a technical issue on our end, and we're working diligently with our technical team to resolve it. As you know, you had previous withdrawals that were processed, and we are doing our best to process this one as well.

Unfortunately, we cannot provide a specific timeframe at this moment, as the complexity of the issue requires further diagnostics. Rest assured, we will notify you as soon as we have a concrete update on your case.

Thank you for your patience in the matter.

Dear Lucia,

We're actively addressing the technical issue related to Rajty121's case. We are working on diagnostics, but due to the issue's complexity, we cannot provide an estimated timeframe for resolution at this stage.

We will notify both of you as soon as we have a meaningful update.

Best regards,

Romancasino

This is pure bulls*****.

You've been working hard for six weeks?

For six weeks, you've been telling me it's a technical error. I have emails.

I'm an IT specialist myself, so I know how long things take.

You are just plain fraudsters.

You can manually make a transfer to my skrill account!!!

Thieves!!!!

"Unfortunately, we cannot provide a specific timeframe at this moment, as the complexity of the issue requires further diagnostics. Rest assured, we will notify you as soon as we have a concrete update on your case."

Will you say the same thing in a next year?

Thieves!!!!

LIARS!!!!!!!!!!!!!!!!!

Dear Lucia,

Lower their ranking because this is just a lie.

It's clear to me that they don't intend to pay me MY MONEY!!!!

Dear Rajty121,

I completely understand how frustrating this situation must be for you, especially given how long it has been ongoing. I truly appreciate your patience so far.

At the moment, the only option we have is to wait for the casino to resolve the technical issue on their side. I understand that this is not the answer you were hoping for, but please be assured that we are actively following up on your case and requesting updates from the casino.

Also, please rest assured that if the casino fails to resolve the issue or breaks fair gambling rules, unresolved complaints do negatively affect the casino’s rating on the Casino Guru website. Situations like this are taken seriously.

That said, I remain hopeful that the casino will resolve the matter and that we will be able to reach a satisfactory solution for you. I kindly ask for a little more patience while we wait for their next update.

DEAR LUCIA,

This is a lie. There is no technical error. Do you seriously believe that it takes six weeks to fix a technical error? This is the first time I've received information about a technical error from six weeks ago.

You guys helped me a lot, I'm still back where I started.

THIS IS NO TECHNICAL ERROR. THIS IS A LIE!

I'LL BE AFTER 3 YEARS they say the same fake story.......

and so the fraudsters will lie non-stop.

lower their ranking.!!!!!!!!

You solved the case nicely...........

and so another month will pass, then a year, and you tell me to wait patiently.

SUPERB!!!!!!!

I see that you will not help me in my case.....

THEY COULD PAY OUT MANUALLY!!!!!!

Dear Lucia,

Do you seriously believe them???

They've been fixing the errors for seven weeks. It's an obvious lie.

They lie constantly, saying they're working on it, but they're not working at all.

They're just thieves.

I'm sure they won't pay it out. I thought you'd help, but I see you won't.

I was robbed by ROMANCASINO.

Hello Rajty121,

We fully understand your frustration and take your concerns seriously.

To be absolutely clear: this is not a lie, fraud, or deliberate delay on our part. It is a genuine mass technical issue that began a few weeks ago, impacting multiple accounts and preventing fund withdrawals. We've been fully transparent about its complexity from the start.

We've made substantial progress by testing alternatives and resolving core elements of the backend error. Importantly, your previous withdrawals from this account were processed successfully, which demonstrates this is not targeted at you or a stalling tactic - it's a widespread issue we're fixing carefully to prevent any further disruptions.

Rest assured, our team is prioritizing this and working tirelessly to deliver the fastest, most reliable solution possible. Your satisfaction is our top priority, and we remain fully committed to releasing your funds as soon as the resolution is complete.

Best regards,

Romancasino

.Another lie. On February 3rd, you wrote that an IT specialist was handling this. You're liars because February 3rd is seven weeks, not just a few! This is a scam. So what if you cashed out once? That's how every pyramid scheme works. A Ponzi scheme. Stop talking about back-end stuff. I was robbed by RomanCasino. Those are the facts. Since January 28th, you've been lying, cheating, and stealing my money, violating your own terms and conditions, which state that withdrawals are accepted within a maximum of 72 hours. You're thieves, as far as I'm concerned. You can withdraw manually to my Skrill. You don't do that because you intend to steal my money. THIEVES

Lucia they will never pay me.

next year they will write the same thing. They are scammers.

Dear Rajty121,

I understand that you are feeling angry and frustrated, and I completely understand why this situation makes you feel that way. Waiting this long for your funds is understandably very upsetting.

At this point, however, there is unfortunately nothing further we can do other than wait for the casino to resolve their technical issue. Please keep in mind that Casino Guru is not a legal authority or gambling regulator, so we do not have the power to force the casino to process the payment manually.

I kindly ask you to remain patient for now. Please be assured that we are closely monitoring the situation. If the casino fails to resolve the issue or breaches fair gambling practices, we will mark the complaint as unresolved, which will negatively affect the casino’s rating on the Casino Guru website and serve as a warning to other players.

I understand this may not feel like a satisfactory outcome at the moment, but I still believe there is a chance this complaint can be resolved successfully in your favor.

Thank you for your understanding, and I truly appreciate your patience.

Dear Romancasino Team,

Please keep us updated regarding the situation and let us know if there are any changes or progress on your side.

Thank you in advance for your cooperation.

Dear Lucia

There is no technical problem. This is lie!!!! Why do you belive them???

Change they ranking they are liers and scammers. You dont Fix technical problem 7 weeks this a lie. They will bot pay me

This is a joke. I just checked the screenshots. On February 6th, you assured me that the developers had started working on solving the problem with my withdrawal. Seriously, you're still lying that someone is working on it. It's embarrassing. The terms and conditions state that approval is within 72 hours. You've been violating the terms and conditions for two months, so I understand they're not in effect. I feel cheated and robbed. If the terms and conditions don't work, I demand a refund of all my deposits. If I can't withdraw from you, it's fraud. Who gave you the license??? Where can I contact the license issuer????

In next month na then next year, will you write that someone is still working??

Scammers.

Dear Lucia,

lower their ranking they are LIARS!!!!

For few next day they write we still working.. this Wilk be a lie!!! They write this for 6 february..,.

No progress since February 6th. You've been lying to me non-stop, telling me someone is solving the problem. It'll be the same in2027 year. You're frauds and thieves.

Hello Rajty121,

Thank you for your patience and for following up. We truly appreciate it and remain fully committed to resolving this for you.

We're still actively tackling the widespread technical glitch impacting multiple accounts, including yours. Our team has made steady backend progress this week through rigorous testing, prioritizing long-term stability.

This isn't targeted at you, as mentioned before, prior successful withdrawals confirm that, and there's no reason for us to stall. We'll try to provide a concrete update as soon as possible and release your funds promptly thereafter.

Note on chat support: Your account's chat access has been temporarily restricted a few times due to policy violations involving abusive language toward agents. This is a standard measure for a respectful environment and doesn't affect your withdrawal, but note that doing so is not helping the support agents, as they will also notify you if there is an update for you.

Your satisfaction is our priority, and we'll update you as soon as possible.

Best regards,

Romancasino

Of course. Another lie!!! You dont anything for 2 months!!!! You are scammers and thieves!!!!

Dear Lucia...

I do not have more patient!!

Low they ranking they are liers

I don't see any complaints about your website on internet forums. If you're saying it's a bigger problem with more players, someone would probably file a complaint. You've been lying for two months, you thieves. Just because you've withdrawn some small money in the past doesn't mean you're not scammers.

Hello Romancasino Team,

We would greatly appreciate any updates regarding the progress in resolving the technical issue. Additionally, if possible, could you provide us with an estimated timeframe for when we might expect a resolution? Thank you for your attention to this matter.

Dear Lucia,

There is no technical problem.

Do you really believe in some technical error? That's an excuse. On February 6th, they wrote to me that programmers were starting work. I work in your industry and I know that problems like this don't take eight weeks to fix!!

Their terms and conditions clearly state that payments are approved within 72 hours. They've been lying for nine weeks. They'll keep writing about a technical error and will never pay out. To me, they're just thieves. Thank you very much for your questions, but as you can see, they have no intention of paying me and will lie about a technical error. In the next message, they'll write the same nonsense: "Our team is actively working to resolve the issue, but unfortunately, the problem is serious, and we can't provide a timeframe."

If anyone were working on this, the problem would have been solved 15 times over. Just because they paid out once or twice, even if it's small, doesn't mean it's not fraud.

Another thing is, if it were as they claim—a widespread problem affecting many players—there would be more complaints on various forums. I've looked through them all and haven't seen any. Which proves they're blatantly lying about my problem.

Lucia...

I think the only thing you can do in this situation is lower their ranking.

Because I have no illusions anymore. They robbed me, cheated me, and lied to me hundreds of times.

The technical problem they invented doesn't exist; it's just an excuse for not paying me.

Lucia, do you know how I can write to their license issuer and tell them they're frauds? I've asked them about it many times, but they've never told me where I can do it.

Dear Rajty121,

As discussed, if you're considering escalating your case by submitting a formal complaint to the licensing authority, below are the steps to help you file a complaint with the Curaçao Gaming Authority (CGA):

1. Gather All Relevant Evidence

Before submitting your complaint, make sure you have the following:

• Your casino account details (username, registered information)
• A clear description of the issue
• All communication with the casino (emails, chat transcripts)
• Screenshots or documents supporting your claim (e.g., balance, transactions, gameplay history)

2. Visit the Official CGA Website

Go to the official website of the Curaçao Gaming Authority (www.cga.cw) and locate the complaints or contact section. Complaints against gaming operators, including claims against a gaming operator or any other concerns relating to individual operators under the supervision of the CGA, can be sent to complaints@cga.cw. However, please note that the CGA does not handle individual disputes between players and gaming operators.

3. Submit Your Complaint

You can usually submit your complaint via:

• An online complaint form, or
• Email (depending on the options provided on their website)

In your complaint, include:

• Your full name
• Casino name
• A detailed explanation of the issue
• The resolution you are seeking

4. Attach Supporting Documents

Make sure to attach all relevant files to support your case. The more complete your documentation, the stronger your complaint will be.

5. Wait for Acknowledgment

After submission, you should receive confirmation that your complaint has been received. The review process may take some time, depending on the complexity of the case.

6. Monitor Your Email

The authority may contact you for additional information or clarification, so please keep an eye on your inbox.

Please note that while submitting a complaint to the regulator can be helpful, response times may vary, and outcomes are not guaranteed.

Dear Lucia,

Do I have any other option? ROMANCASINO keeps saying it's a technical error. How long can they keep repeating the same lie?

It's been three months. You could write Microsoft Windows in a month, and they still can't fix a single bug.

I've searched all the casino complaint forums and there are no complaints about other players, as they claim. I don't know why they want to rob me, but after three months of writing about a technical error, a child wouldn't even believe it.

ROMANCASINO IS THIEVES, CHEATERS, AND LIARS.

Lucia, you should lower their ranking.

Dear Rajty121,

Thank you for your patience and for following up again on your withdrawal request. We completely understand how frustrating this delay must be, especially after your previous withdrawals processed smoothly without any issues.

Our technical team is actively working on resolving the specific glitch preventing this one from going through - it's isolated to this transaction, and we're making good progress. Once fixed (which we expect as soon as possible), your withdrawal will be processed immediately, just like before. We will personally keep you updated with the next steps, or sooner if anything changes.

We truly value you as a player and appreciate your understanding.

Best regards,

Romancasino

And here we go again... just because you paid me once doesn't mean you won't rob me this time. You're liars, cheaters, and thieves. Do you think I'm an idiot? Am I supposed to believe it takes you three months to fix one bug? CHEATERS!!!!

Dear Lucia...

You see, they are lying. They didn't fix anything for three months means it's a blatant lie. You don't fix one bug for that long...

DEAR

RomanCasino hereafter referred to as thieves, cheaters, and liars

DEAR liars, scammers, and thieves

ACCORDING TO YOUR TERMS AND CONDITIONS, I SHOULD RECEIVE MY MONEY WITHIN 72 HOURS.

It's been 2000 hours since you broke the terms and conditions. I demand a refund of all my deposits.

I can't withdraw funds from you, so my payments were for a service that doesn't exist.

You've been lying for 3 months that you're fixing the error. This is not true.

DEAR LUCIA,

It's been 3 months and you can clearly see that they are lying about the technical error.

Maybe lowering their ranking would help...they are liars after all.

Dear Rajty121,

I completely understand your frustration and concern regarding the situation, especially given how long this has been ongoing. It is entirely reasonable to feel uneasy and question the circumstances.

The casino has informed us multiple times that they are currently working on resolving a technical issue that is affecting your case. While we acknowledge that this process has already taken a significant amount of time, please understand that we have no direct way to independently verify the nature of this technical problem. At this stage, we have decided to proceed in good faith and trust the information provided by the casino.

I also understand your concern that this may be a way to delay or avoid paying your winnings. Please be assured that we are closely monitoring the situation. However, at this moment, there are no additional steps we can take to accelerate the process from our side.

Regarding your request to lower the casino’s rating, we fully respect your perspective. That said, we base such decisions on the final outcome and complete review of each case. For now, we believe it is best to wait for the casino to resolve the issue and see how the situation concludes.

We kindly ask for your patience a little longer while the casino works on fixing the problem. We remain hopeful that this will be resolved positively, and we will continue to follow up on your behalf.

Thank you for your understanding.

With all due respect, Lucia. There's no technical issue. This is a lie. They'll say the same thing next month. How long do you think it will take for you to stop believing these lies?

Thieves haven't paid me my money for three months, and you're telling me to wait. How long do I have to wait, a year? Two? Seven?

THE RULES ARE 72 hours. We currently have 2,000 hours.

I see I won't get any help... And the scammers at ROMANCASINO will steal my money.

Dear Lucia,

I've been emailing them nonstop, and the matter hasn't moved a millimeter. They keep saying the appropriate department is handling it. Forgive me, but I don't understand why you believe this is true. Ask them for some proof of their work, because they keep telling me they're working on it. There's no proof whatsoever that they're solving the problem.

This is ridiculous. It's been three months since my payment, and I still haven't received it.

A year will pass and they will still be talking about a technical error.........

CHEATERS LIARS THIEVES

Dear Romancasino Team,

would it be possible for you to provide any relevant information, evidence, or clarification regarding the technical issues that have been mentioned as the reason for the withdrawal delay.

If there is anything you are able to share—such as additional details about the issue, its status, or any supporting information—it would be greatly appreciated. This would help provide some reassurance and clarity during the waiting period.

Dear Lucia...

See, they don't even respond on time.

Downgrade their rankings!

They're just scammers and liars!

ROMAN CASINO THIEVES!!!!!!!!!!!!!!!!!!!!!!!!!!!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Another week.....

Dear Lucia,

Why do you low they ranking last 7 days they do not respond why again time is reset?

Dear Lucia.....

They basically stole my money. They've been lying for three months about a technical error.

Where should I write? I feel helpless.

They're just thieves.

Dear Rajty121,

If you decide to escalate your case, you can submit a complaint to the Curaçao Gaming Authority. Please follow the detailed steps below to ensure your submission is complete and has the best chance of being reviewed:

1. Identify the correct license holder

First, check which Curaçao license the casino operates under (usually found at the bottom of the casino’s website). Take note of the license number and the name of the license holder, as this will be required.

2. Visit the official website

Go to the official Curaçao Gaming Authority website and locate the section related to player complaints (https://www.cga.cw/).

3. Prepare all necessary documents

Before submitting your complaint, gather the following:

• Your casino account details (username, registered email)
• A clear timeline of events (what happened and when)
• All communication with the casino (emails, chat transcripts)
• Proof of deposits and withdrawals (bank statements, payment confirmations)
• Screenshots of your account balance, game history, or any relevant actions
• Any identification documents if verification is part of the issue

4. Write a clear complaint description

Explain your issue in a structured way:

• What the problem is (e.g., unpaid winnings, blocked account)
• What steps you have already taken to resolve it with the casino
• What outcome you are seeking (e.g., payment of winnings)

5. Submit the complaint form or email

• Fill in all required fields carefully
• Attach all supporting documents
• Double-check that your contact details are correct
• Submit the complaint through the official form or via the provided email address (complaints@cga.cw)

Monitor your email regularly for any response or requests for additional information.

If anything remains unclear, please let me know.

THEY REVERSED MY PAYMENT.

Now I have the money in my main account. It took them 3 months to fix the error and they reversed it.

I withdrew again to skrill.

They're crazy. They said it was a technical error for three months, and then the payment was canceled.

Dear Romancasino Team,

I would greatly appreciate it if you could provide an update regarding the current status of the technical issue. Have the problems been resolved? Is the withdrawal processes functioning correctly?

Dear Rajty121,

please let me know if you receive any funds.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rajty121,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia