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.

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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.