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?

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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 [email protected], 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.