Romancasino - Player’s withdrawal is delayed due to excessive verification.

I am writing to formally submit a complaint regarding the additional verification on romancasino.

I have already completed all of your requested verification steps, including:

Email verification

SMS verification

Live verification (KYC)

Address verification

Submission of a stamped transaction hash proving my crypto deposit.

Screenshot of the transaction from my Exodus wallet showing the

amount, date, and transaction ID

Despite this, you are now asking for "proof of cryptowallet ownership" and a "list of transactions with the latest deposits visible."

This request is technically impossible for the following reasons:

How Exodus (and all non-custodial wallets) work:

Exodus is a non-custodial wallet, meaning I control my private keys and no third party has access to my funds.

There is no "account statement" or "account ownership certificate" that Exodus can issue, because Exodus does not hold my funds – the funds exist on the blockchain itself.

Proof of ownership is already given via signed transaction:

The transaction hash I provided is a cryptographic proof that I owned the sending wallet at the time of the transaction.

If needed, I can even sign a message with my wallet’s private key to prove ownership again, but there is no such thing as an official "wallet ownership document."

Blockchain transparency makes your request redundant:

All crypto transactions are publicly verifiable on the blockchain explorer.

Anyone can verify the sender address, receiver address, timestamp, and transaction amount using the hash I already provided.

Transaction history is not a reasonable KYC request:

Asking for my entire transaction history would expose unrelated private financial information, which is irrelevant for your AML or KYC obligations.

Given the above, your current demand is technically impossible to fulfill in the way you are requesting and is not a standard KYC requirement for cryptocurrency transactions.

I respectfully ask that you process my withdrawal based on the complete verification I have already provided.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Romancasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the conversation with the casino on the topic so that the recipient and the sender are identifiable?
• Since when are you trying to withdraw your winnings and complete verification?
• Have you withdrawn winnings from the casino previously? How much have you deposited?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Send emails or chat transcripts to better support your complaint to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Two weeks ago, my account was successfully verified. Shortly thereafter, the platform began requesting additional documentation that is impossible to provide.

I was able to make one successful withdrawal immediately after the account verification. My total deposits amount to €200.

I have only played slot games, without using any bonuses — all gameplay was with my own deposited funds.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello S76v12,

 

My name is Attila 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,

Attila G.

 

Dear S76v12,

We would like to inform you the verification process is still ongoing. This is a standard procedure, ensuring the security of our platform. As outlined in our Terms and Conditions, we have the right to request identification documents and verify deposit and withdrawal methods.

To proceed, we require:

A clear screenshot of your Exodus wallet interface displaying your wallet address. If the information is not visible, please contact your wallet support and they will be able to assist you with the required document.

The documentation is required as proof of ownership of the wallet used to deposit in the casino.

A screenshot or exported list of transactions from your Exodus wallet, showing the deposit made to our platform. Please make sure the transaction hash, amount, and date are clearly visible.

Please ensure your screenshot does not expose your 12-word recovery phrase or any sensitive private key details. For your security, never share these details with anyone, including our team.

If you need further instructions or assistance in preparing your proof of ownership or transaction list, please let us know.

Thank you for your cooperation.

Kind regards,

Romancasino

Dear S76v12,

We kindly ask you to upload the requested documents so that we can proceed with this case.

Best regards,

Attila G.

Hello i have uploaded exactly what they asked for but it was rejected..... again....

It feels Roman.casino dont understnad how non-custodial wallets are working - YOU CANT ATTACH YOUR NAME TO THE NON-COSTODIALWALLET. Or they are just trying to get people angry and gamble the money away!!!!!!!!!!!!!!!!!!!!

Dear RomanCasino,

Could you please kindly clarify the reason for rejecting the player’s documents?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello S76v12,

Please note that we still require a list of transactions from your Exodus wallet, with your deposit made in the casino visible in the said transaction list.

The document you have provided only refers to a single transaction, not the complete list. This information is necessary to verify ownership of your crypto wallet, as the previously requested details are still missing.

Kindly provide the complete transaction list at your earliest convenience.

Best regards,

Romancasino

Dear S76v12, I understand your frustration with the prolonged verification process. However, in order to proceed with this complaint, I would like to ask you to proceed with uploading the requested documents.

Thank you in advance for your cooperation.

Dear S76v12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have now proceeded to upload every singel transaction from my wallet in total 8 screenshots. Will this be enough?

Dear Romancasino, could you please confirm whether the documents provided by the player are sufficient for the verification process?

Thank you in advance for your cooperation.

It has now been over two months, and Roman Casino continues to describe this as "standard procedure." I am experienced in cryptocurrency transactions and have provided every reasonable form of verification. The requests from the casino go far beyond what is standard or technically possible to confirm wallet ownership.

Despite full compliance, I still have not received my funds.

If this truly reflects their standard verification process, I would advise other players to be cautious before depositing here.

Hello S76v12,

Thank you for your cooperation.

We would like to clarify that, in order to complete the verification of your account, you are required to upload a clear screenshot displaying a list of transactions from your wallet. Please ensure that the deposit made to our casino is visible in this screenshot, as this will confirm that the funds originated from your personal wallet. Please note that we do not require eight separate screenshots of deposits, but only one screenshot of your transaction history showing that your deposit is included among the listed transactions.

Once the correct document has been provided, we will be able to proceed with the verification process accordingly.

Thank you for your understanding and cooperation.

Best regards,

Romancasino

I will upload the file again, although the requested information has already been provided and declined for no reason. I would also like Casino.guru to confirm whether this screenshot contains everything required, as there is no alternative way to display the Litecoin transaction.

I tried to upload once again but i can't i keep getting "noe gikk galt" meaning something went wrong. I sent it via email if roman-casino can be bothered to read emails?

Dear Romancasino, the latest screenshot provided by the player seems to be in line with your instructions. Could you please confirm whether the document has been accepted?

Dear S76v12,

Thank you for providing the requested document. We are pleased to inform you that it has been approved by our team.

To proceed with the verification of your account, we have sent you an email containing a short questionnaire. Please make sure to answer all the questions included in that email and additionally provide a document showing the replenishment of your cryptocurrency account. This can be an exchange purchase confirmation, a direct bank transfer receipt, or any similar document verifying the source of the funds.

Once we receive the completed questionnaire and the required document, we will proceed with the final stage of your account verification.

We appreciate your cooperation and understanding.

Best regards,

Romancasino

Dear S76v12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru