The player from Spain is facing issues with withdrawing money from his RomanCasino account due to ongoing verification troubles. Customer support often requests different documents, which are subsequently rejected, leading him to believe this is a delaying tactic.
Romancasino - Player's withdrawal is delayed due to verification issues.
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Current status
Waiting for Casino Guru to reply
6d 16h 19m 22s
Romancasino
Safety Index:HighCase summary
Discussion
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1 week ago
Translation
Hello, I'm trying to withdraw money from my RomanCasino account, but they won't verify it. Every time I contact customer support, they ask for a different document, and then the next day they reject it. They seem to be using account verification as a delaying tactic to avoid paying. Could I get some help with this?
Automatic translation:
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1 week ago
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.
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1 week ago
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.
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6 days ago
Translation
Hello,
I sent documents that were accepted as proof of identity, I sent documents that were accepted as proof of deposit, and they do not accept the documents I sent as proof of funds even though I sent the documents they asked for via chat.
Proof of funds for a single deposit of 150 euros that I made at the casino, the money goes through a bank, then through a wallet and they do not accept the documents sent by these entities, they couldn't be more ridiculous.
The last time I sent documents was 2 weeks ago.
I took screenshots and videos of the documents they asked for, sent them, and the next day they rejected them.
Automatic translation:
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yesterday
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.
