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?