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

Hola, estoy tratando de retirar dinero de mi cuenta de romancasino y no me verifican la cuenta para poder retirar, cada ves que contacto con atencion al cliente me pide un documento diferente y al dia siguente me lo rechaza, estan usando lo de verificar la cuenta como una tactica dilatoria para no pagar, podria recibir ayuda con esto?

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 ceausescu, 

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? 

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, 

Attila G.

Hola,

Envie documentos que me han acceptado como prueba de identidad, envie documentos que me han acceptado como prueba de deposito y no me acceptan los documentos que envie como prueba de fondos aunque envie los documentos que me han pedido por chat.

Prueba de fondos de un unico deposito de 150 euros que hice en el casino, el dinero pasa por un banco, luego pasa por una billetera y no acceptan los docuemntos enviados por estas entidades, mas ridiculos no pueden ser.

La ultima ves que envie documentos fue hace 2 semanas atras.

He tomado capturas y videos de los documentos que me han pedido , se lo envie y al dia siguente lo rechazan

Dear ceausescu,

Thank you very much for your reply.

Are there any documents in your account that are currently pending verification?

Has the casino indicated that there might be a problem with approving specific documents?

Thank you in advance for your response.

Hola,

En este momento no hay ningun documento que este pendiente de verificacion, solo hay documentos que fueron acceptados y documentos que fueron rechazados.

Envie los documentos que me han pedido por chat y al dia siguente lo rechaza y no dan ninguna explicacion y al dia siguente contactas al chat y te pide otro documento que luego lo rechaza tambien

Dear ceausescu,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, alternatively you can attach screenshots here as well.

Thank you for your patience and cooperation.

Hola,

Le he enviado un correo con algunas conversaciones con el casino.

Dear ceausescu, thank you for your email. Unfortunately, I am unable to open the screen recordings you have included in the email. Could you please try sending the evidence in a different format?

Thank you for your patience and cooperation.

Hola,

Hay alguna sugerencia o algun consejo de como enviar las grabaciones y que puedas abrirlos?y porque no puedes abrirlos en la forma que la envie? a mi me abre todos los archivos

Dear Ceausescu, would it be possible for you to attach the conversation as screenshots in an email, rather than sharing it via Google Drive? Thank you for your patience and cooperation.

Hola,

Voy a derular los videos con las conversaciones y sacare capturas y te las envio por correo.

Dear ceausescu,

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, Hadi (hadi.a@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,

Attila

Dear ceausescu,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Romancasino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Romancasino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello,

We would like to inform you that the verification process is still in progress, as we require additional documents showing the Source of Funds. This document should include the deposit(s) made to your casino account, along with all transactions covering a period of three months.

Since the request was made in April 2025, please provide a bank statement covering the months of February, March, and April 2025. The submission of this document is required as part of our Anti-Money Laundering (AML) procedures, which are outlined at the bottom of our website.

You can review your deposit history in the transaction details section and upload the necessary document through your verification page. If you have any further questions or need assistance, please do not hesitate to contact us.

Best regards,

Romancasino

Hola,

Hice un unico deposito en romancasino de 150 euros a traves de paysafecard y envie el historial de 3 meses de paysafecard y fue acceptado.

Porque deberia enviar un extracto bancario que cubra 3 meses si nunca he usado el banco para depositar?¿ hay alguna explicacion aqui? que tiene que ver el banco con paysafecard? alguna explicacion?

Hola,

Cuales son los procedimientos AML de romancasino?

No puedo ver estos procediminetos porque no puedo acceder y me dicen que no es seguro cargar vuestra pagina.

Dear Romancasino,

Could you kindly provide an explanation regarding the current situation?

Dear ceausescu,

We would like to clarify that the provided Paysafe statements refer to a single date (15/04/2025). As they do not cover the required 3-month period, they cannot be accepted.

Could you please send us your Paysafe card statement for a 3-month duration, with all transactions visible, including the deposit made?

You can upload the document via the verification page in your account or email it to support@romancasino.com with the subject line "CasinoGuru". It will be forwarded to our dedicated team for review.

If you have trouble accessing the site, we recommend double-checking the link, using the official app, or clearing your cache and cookies before accessing the casino via Google Chrome.

If you have any additional questions, please let us know.

Best regards,

Romancasino

Dear Romancasino,

Thank you for the update and for providing clarification.

Dear Ceausescu,

We will patiently await your follow-up regarding the process.

Hola,

Porfavor miren todos los documentos que he enviado, entre ellos envie el historial de 3 meses de paysafecard y tambien he enviado el historial de 6 meses de paysafecard y lo han acceptado.

No tengo tarjeta de paysafecard y pueden ver que el deposito que hice en el casino aparece en el historial enviado.

Sigo sin poder acceder al sitio web del casino y no se trata de borrar cookie y cache, me puedes pegar aqui cual es el sitio oficial?

Dear ceausescu,

We would like to inform you that we have rechecked all communications and uploaded files. The only Paysafecard statement provided covers the date of April 15th. As previously mentioned, due to its limited duration, this document cannot be accepted.

The official website, https://romancasino.com/, is fully operational. If you encounter any issues accessing it, please send the files directly to our support email at support@romancasino.com, and they will be forwarded to the dedicated team for review.

Additionally, you may access the casino via the official app.

If you have any further questions, please let us know..

Best regards,

Romancasino

Hola,

Sigo sin poder acceder al sitio de romancasino y he buscado en internet espejos y no se puede acceder desde ninguno. La mayoria te redirigen a otros casinos de la misma empresa o a algunas paginas que no cargan.

Ahora la duda que tengo es si me habeis bloqueado vosotros o las autoridades de aqui os han bloqueado.

Se que envie el historial completo de paysafecard y aparece en mi perfil pero como no puedo acceder no puedo demonstarlo pero se lo volvere a enviar por correo electronico una ves mas.

Hello ceausescu,

Thank you for providing the extensive Paysafe card statement. However, its end date is 12 April 2025, while your first deposit of 100 EUR was made on 15 April 2025. Could you please resend a statement that includes the deposit made to your casino account?

Thank you for your understanding and patience. Our team is also investigating the website availability issue and will update you on the status of your verification via email or in this complaint thread in the meantime.

Best regards,

Romancasino

Hola,

Le he enviado un extracto desde 15/01/2025 hatsa 15/04/2025.

Dear Romancasino,

Thank you for the update and for continuing to review the documents provided.

Dear ceausescu,

Thank you for informing us that you have sent the updated Paysafecard statement covering the period from 15/01/2025 to 15/04/2025. To ensure that we are reviewing the same document as the casino, could you please forward the relevant statement to my email at hadi.a@casino.guru as well?

This will allow me to review it from my side and better understand better.

Dear ceausescu,

Thank you for providing the document covering the necessary period. However, upon further review, it appears the document has been altered.

Please note that, as per our Terms and Conditions (Clause 7.5), it is the player's responsibility to ensure all documents submitted as part of the KYC process are genuine. Providing fake or fraudulent documents may result in the confiscation of deposits and potential winnings.

We kindly ask to provide us with the original document covering the required 3-month period, including the date of your deposit to your casino account.

Dear Hadi,

We have sent you an email containing additional information. Please review it at your earliest convenience.

Best regards,

Romancasino

Dear Romancasino,

I would like to confirm that I have received your email. I will review its contents and keep you updated regarding the situation as soon as I have more information.

Dear all,

Thank you for your patience.

Based on the information and evidence received from both parties, I would like to clarify a few points.

Dear Romancasino:

Would the player’s screen recording be sufficient instead of the PDF? If not, could you please specify exactly what the document needs to include and in which format?

Dear Ceausescu:

Could you kindly send the video recording of your Paysafecard transactions to the casino as well?

This will help ensure we have a clear understanding and move the verification process forward efficiently.

Kind regards,

Hadi

Hello!

Video proof may be accepted as supporting evidence if certain conditions are met:

First, please record your screen while displaying your Paysafe transaction history on your device, showing all transactions for a duration of three months (February, March, and April 2025).

Next, while still recording, download the document directly from the official Paysafe app or website, and immediately send it to our support email address. This will help us verify that the file you submitted is the same one downloaded from the source.

Please note that, according to our Terms and Conditions, the verification process can only be completed with unedited and original documents.

If you have any further questions, please do not hesitate to contact us.

Best regards,

Romancasino

Hola,

Acabo de enviar el documento solicitado por correo.

Thankyou for both response

At this point, we will await the next update from the casino.

Dear ceausescu,

Thank you for providing the document.

To proceed with your account verification, please provide clarification regarding the following four transactions on your paysafecard statement:

• 12/04/2025 at 11:38 CEST
• 12/04/2025 at 23:27 CEST
• 15/04/2025 at 19:56 CEST
• 15/04/2025 at 19:57 CEST

We appreciate your cooperation and understanding.

Best regards,

Romancasino

Hola,

Que hacemos aqui? Porque tengo que dar explicaciones yo de otras transacciones de mi cuenta? Estas transacciones que me has pedido no coinciden con el deposito que he hecho en el casino.

Casinoguru puede intervenir? porque tengo que dar explicaciones de porque me gasto yo el dinero en una cosa o en otra?

Te piden verificar el deposito que has hecho en el casino y despues de esto a dar explicaciones de otras transacciones que hay en el extracto?

Dear Romancasino,

Thank you for your response.

Could you please clarify why the player is required to explain additional transactions on their Paysafecard statement that are not related to the deposit made to your casino?

Please also explain how this request is relevant to the Source of Funds verification in this case.

Thank you in advance for your clarification.

Best regards,

Hello!

The necessity to clarify the nature of these transactions originates from our AML procedures visible at the bottom of the site. As the transactions occurred in close proximity to deposits made on our platform, it is essential to identify their origin to ensure full security on our platform.

Additionally, we were unable to replicate the reported issue when accessing the website, as the platform is currently operating at full capacity without technical interruptions. We recommend performing a complete troubleshooting process, including accessing the site from a different device, disabling any VPN usage, or using the official mobile application.

Please note that all verification requests are conducted strictly in accordance with our Terms and Conditions, which were accepted upon registration. Once the requested information is provided, we will be able to proceed promptly with the verification process.

Best regards,

Romancasino

Hola,

Hice un unico deposito en romancasino y no hay otras estrechas relaciones entre el deposito que hice y otras transacciones de mi cuenta de paysafecard, esto es una tactica dilatoria y no un procedimiento de blanqueo de capitales. Se ve claramente en el documento entregado la transaccion y en ningun casino me ha pedido dar explicaciones de otra transacciones de mi cuenta.

Al casino no se puede acceder ni desde ordenador ni desde movil y no uso VPN y tampoco se puede descargar la applicacion, parece que os estan bloqueando por todos lados por fraudulentos.

Dada la mala fe que teneis solicito que me entregue la documentacion relevante al deposito que hice en vuestro casino, un documento de vuestra cuenta donde aparezcan todos los depositos que habeis recibido durante 3 meses y donde se vea tambien la transaccion que habeis recibido de mi parte.

Dear Romancasino,

Thank you for your response.

We understand the importance of AML procedures. However, these checks should remain reasonable and proportionate to the situation. In this case, the player made a low deposit via Paysafecard and has already provided a transaction history covering the required period, including the relevant deposit.

Could you please clarify:

• Why the player needs to explain transactions that are not related to the deposit?
• How these transactions are relevant to the Source of Funds verification?

Also, you previously mentioned that the document appeared to be altered. Please specify what issue was identified so the player can properly respond.

Dear ceausescu,

For now, please provide short explanations for the requested transactions (for example: purchase, transfer, etc.), as this may help move the process forward.

We will continue to monitor the situation.

Best regards,

Hadi

Hola Hadi,

Que explicacion se puede dar a unos PINS que son unos codicos numericos formado de 16 numeros?

Dear ceausescu,

You don’t need to explain the PINs themselves. Just give a short note for each transaction, e.g., buying or using it online. This will help the casino verify your deposit.

Hola,

Las 4 transacciones que el casino me pide dar explicaciones son estas:

El deposito que hice en el casino es este:

Que me explique el casino que tiene que ver unos codigos de recarga con el deposito que hice en el casino? Si no ven el deposito ya les he enviado el documento que han pedido, le envio esta captura y si no le puedo dibujar, que explicaciones quiere de le de?

Estoy muy molesto con el trato que me dan, me estan tratando como un delincuente y me piden que de explicaciones tras explicaciones cuando los delicuentes son ellos. En 5 años ningun casino no me ha pedido enviar tanta documentacion y dar tantas explicaciones y siempre rechazado todo lo enviado y cada ves pidiendo mas y mas documentacion o explicaciones.

Dear ceausescu,

Thank you for providing the necessary clarifications regarding your transactions. We understand that the verification process can be inconvenient and time-consuming, but it is an essential step to ensure security on our platform.

We're pleased to inform you that everything has been successfully reviewed and approved. You may now proceed with your withdrawal.

If you continue to experience issues accessing the site or logging into your account, even after following our previous recommendations, including a full troubleshooting guide, please let us know and we will assist you.

Best regards,

Romancasino

Dear Romancasino,

Thank you for your update.

I am glad to hear that the withdrawal has been processed. I will patiently await confirmation from the player regarding the withdrawal.

Hola,

Sigo sin poder acceder al casino, tanto desde el ordenador como desde el movil

Dear ceausescu,

To assist you further, please click on the "Advanced" button on the message and then select "Proceed to website." This option should allow you to access the site successfully.

Kindly make sure that you are visiting our official website for maximum security: https://romancasino.com/.

We have conducted multiple tests, but were unable to replicate the issue you described. The website is currently fully operational on our end.

These steps should help you access the official site. However, if the issue persists, please let us know, and we will gladly assist you further.

Best regards,

Romancasino

Hola,

He seguido los pasos indicados y me sale esto:

Dear ceausescu,

Due to technical issues preventing you from accessing our official website, we will proceed with a manual refund of your account balance.

We have sent you an email containing all the necessary details required to begin the refund process. Once we receive the requested information, we will initiate the refund and notify you as soon as it has been completed.

Thank you for your understanding and cooperation.

Best regards,

Romancasino

Hola,

Recibi este correo

En el pasado envie extractos bancarios de mi cuenta con todos los detalles ademas de esto hay la opcion de pago a traves de paysafecard que es la mas sencilla.

Dear All,

Thank you for the update. Noted, I will continue to monitor this case closely.

Please let me know once there is any progress.

Best regards,

Hadi

Dear ceausescu,

We would like to inform you that a manual refund via Paysafecard is not possible. Additionally, could you please confirm the bank account to which you would like the funds to be sent? We recommend resending the document via email to ensure it has been received and providing the necessary bank details in text format so that we can proceed with the transfer.

We have also sent you a separate email with further information regarding the refund process. However, if you have any additional questions, please do not hesitate to contact us, and we will be glad to clarify everything for you.

Thank you for your understanding.

Kind regards,

Romancasino

Hola,

He enviado el documento solicitado y los datos bancarios.

Hola

Despues de enviar los documentos, despues de escribir todos los datos que me han pedido en el mensaje anterior ahora me llega otro correo pidiendome otra ves comprobante de domicilio.

Esto se ha verificado en el pasado varias veces incluso en el ultimo documento que he enviado hace 2 dias se ve mi domicilio.

Que hacemos aqui?¿ pedimos verificar la cuenta una y otra y otra ves y otra ves hasta el infinito?

Dear Romancasino,

Could you please provide some clarification regarding the situation mentioned by the player?

Dear ceausescu,

Thank you for providing the necessary details.

Please note that we require an up-to-date proof of address to proceed with the refund, as this document was not previously provided. This is a standard procedure outlined in our terms and conditions.

The proof of address can be a photo of a printed paper document or a digital PDF. Acceptable examples include a government-issued document or a utility bill (e.g., phone, gas, electricity), which must not be older than 90 days.

We understand your frustration and assure you that we are working as quickly as possible on your case. The requested document is essential to complete the manual refund process.

Thank you for your understanding.

Best regards,

Romancasino

Hola,

En el mensaje anterior dice que puede ser un extracto bancario, ahora dicen que solo facturas de telefono,gas o electricidad? Aclarense

Y sigo sin poder acceder al sitio web para subir el archivo que me han pedido otra ves.

Dear Romancasino,

The player has raised a valid point. In a previous message, a bank statement was mentioned as an acceptable proof of address, but your latest message specifies only utility bills or government-issued documents. Could you please clarify which documents are acceptable so the player can provide the correct one and we can move this forward?

Best regards,

Hadi

Dear ceausescu and Hadi,

Thank you for your messages and for highlighting this point - we appreciate your patience as we work on it.

To clarify, acceptable proofs of address include government-issued documents, or utility bills (e.g., phone, gas, electricity). These must be up-to-date (not older than 90 days) and can be submitted as a photo of a printed document or a digital PDF.

Regarding website access for uploading: You can forward the document via the same email thread you have used to sent your credentials before.

Once we receive the document, we'll proceed promptly with your case.

Thank you for your understanding.

Best regards,

Romancasino

Hola,

Envie el documento solicitado.

Dear ceausescu,

Thank you for providing the requested documents. They have been approved, and the refund of your account balance has been initiated to the bank details you provided. The transaction is currently in process, and we will inform you as soon as it is completed on our end.

Thank you for your cooperation and patience. If you have any further questions, please let us know.

Best regards,

Romancasino

Dear ceausescu,

I'm glad to hear that your documents have been approved and the refund has been initiated to your bank details. Please keep us updated once the funds arrive.

Best regards,

Hadi

Hola,

Recibi el pago de romancasino.

Ahora queda que me envien los fondos de ninecasino, en conversaciones con ellos se vio que son las mismas personas que llevan los dos casinos entre otros.

Dear ceausescu,

That's really great news, I'm genuinely glad to hear the funds have finally arrived after such a long and frustrating process. You showed a lot of patience throughout this, and I'm pleased we were able to get to this outcome together.

I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation and patience throughout this process. If you ever run into any issues with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center. We are here to help.

I would also like to thank Romancasino for their assistance in resolving this matter.

Regarding Ninecasino, if you're experiencing similar issues there, you're welcome to submit a separate complaint and we'll be happy to assist you in the same way.

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi