Romancasino - Player's withdrawal is being delayed due to document issues.

The casino received all the required documents from me; everything was accepted except for confirmation of my income source. I sent the casino confirmation that I run my own business because the information listed indicated that such a document was appropriate. The company rejected my document, even though it was an official extract from the Polish business register. As a second document, I provided a letter from my accountant. The company was established this year, so in Poland, a monthly income statement is submitted throughout the year. The company also rejected this letter. I will send more information via private message, as it contains more private information regarding the accounting of my business. I feel I have provided the source of the money, and the company continues to hinder my withdrawals. I have been exchanging only messages with this casino for two months, and I see no chance of reaching an agreement. The only problem is this document, but I can't provide anything more.

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Dear levy09,

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 are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

Feel free to share any sensitive information to my email [email protected].

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Hello Katarina

The casino definitely received a photo of my ID, and I also confirmed ownership of my wallet. So far, there haven't been any problems. The only issue is that the casino rejects the official documents I presented: a letter from an official source confirming my business and a letter from my accountant.

The first withdrawals were initiated at the end of September, and the company rejected them because they wanted to verify the legality of my funds. I was abroad a lot at the time, so I couldn't quite send the documents right away, but I informed the company. They received two letters, both rejected. One confirms my business ownership and its full details, and the other lists my company's revenues for each month.

You should ask the company why they reject such documents and what they expect. The rejection of the document issued by my accountant forced me to file this case here because the situation has been dragging on for too long.

Currently, the casino has rejected my bank statements, claiming I haven't documented my income. This is complete nonsense. I run a personal trainer business, so it's normal for me to settle accounts in cash, which is perfectly legal; we don't need card payments. I deposit my earnings into my business account and pay official fees. My bank statements show all of this, yet this company still claims my income isn't documented. This is nonsense, and it's clear they're deliberately trying to delay the verification of my account. It's outrageous for any company to do this.

The casino received a six-month statement and is again requesting documents confirming the source of income, even though the previous document was rejected. If the casino rejects an official bank statement, what can be sent to the company? This is deliberately rejecting verification; official documents cannot be questioned.

Can you join the conversation and ask the casino to tell you what they mean?

Dear levy09,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

There's no communication with the casino, and the only message from them is the one repeated periodically below—or a request for a 6-month statement. They never explained what the problem was or what was wrong. I only see rejections of subsequent documents I sent.

The casino has now received:

1. 3-month bank statement

2. 6-month bank statement

3. Official letter confirming legal operation of the company in Poland—an official letter!

4. Income and expense ledger—the way companies are accounted for in Poland.

I explained that I don't have any transfers, only cash deposits—I run a business that primarily handles cash payments—this is normal in the personal training industry.

The casino simply doesn't respond to these messages.

I sent you an email yesterday with all the documents the casino received.

It's best if you invite a representative and they'll tell you specifically what they think is incorrect in these documents because there are no other existing official documents - the ones I presented are 100% correct and confirm the fact of legal earnings.

Email from casino

Hello, Michal!

We kindly ask you to re-read our previous email. Your proof of business ownership is not needed at the moment. We need a document that shows you receiving your salary for 3 months. We understand that proof of business ownership was listed as an example, but your document doesn't show the income information for 3 months, unfortunately.

You can send us a detailed PDF bank statement showing your income (the origin of funds) being credited to your bank account for the last 3 months or more. Please upload it to the Verification page. Thank you for your cooperation!

Our team is here to help and ready to assist you with any inquiries you may have.

Best Regards,

Merlia

Casino Support Team

Dear levy09,

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 dedicated Resolver, Jana ([email protected]). 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,

Katarina

Dear levy09,

 

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

 

Thank you in advance for providing the information.

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

Dear levy09,

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,

Jana