The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
RomiBet Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for a delayed payment
6d 21h 49m 6s
RomiBet Casino
Safety Index 7.3 Above averageCase summary
Discussion
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2 hours ago
Translation
Complaint against Romibet – Complete withdrawal freeze despite multiple submissions of verification documents
I would like to file an official complaint against the online casino Romibet, as my withdrawals have been completely blocked since November 5, 2026.
My player account currently has a balance of €15,000.25, which I won through regular gameplay. These are legitimately obtained winnings.
Since November 5, 2026, Romibet has been refusing to process my withdrawals. Currently, three withdrawals that have already been requested are blocked. The withdrawal section explicitly displays the message "Withdrawals blocked – Withdrawals are restricted by the operator".
The reason given appears to be outstanding verification documents.
The problem is that I have already uploaded the requested documents completely several times.
My ID document has already been accepted and successfully verified by the casino. I have also submitted the other requested documents multiple times. Nevertheless, they are still displayed as "required" in the verification section.
I have repeatedly uploaded the documents, but the status has not changed and no plausible explanation has been given as to why they are supposedly still missing.
I find the customer service's handling of this situation particularly problematic. I've tried several times to get support via live chat. Instead of concrete help, however, I only receive general or evasive answers. My questions aren't answered satisfactorily, and I'm not offered a real solution.
This gives me the impression that the verification requirements and their repeated display as "required" are preventing my payouts indefinitely.
I would like to explicitly state that I am prepared to fulfill all legitimate verification requirements. I have already attempted to do so through multiple uploads. However, I expect the casino to process my submitted documents transparently and provide a concrete explanation if anything is indeed still missing.
My demands are therefore:
The immediate review and processing of all verification documents already submitted.
A specific written explanation as to why the documents are still being shown as required despite multiple submissions.
The lifting of the payment freeze, provided there are no legitimate reasons for its continuation.
The processing and payment of my three outstanding withdrawal requests.
The release of my remaining eligible real money balance for regular payout.
I expressly request that Casino Guru contact Romibet and mediate in resolving this matter.
The repeated document requests, the complete block on payouts, and the lack of customer service support are no longer acceptable to me.
I can provide screenshots of my account balance, blocked withdrawals, verification requirements, and, if applicable, previous support communication as evidence.
I request a prompt review and assistance in the disbursement of my legally obtained profits.
Thank you.
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2 hours 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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2 hours ago
Dear Daria1107,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 hours ago
TranslationDear Casino Guru Team,
Thank you for your feedback.
However, I would like to explicitly point out that in my case this is not a typical delay in processing a payment.
Romibet has completely blocked my withdrawals. No withdrawals can be processed since November 5th, 2026. Three previously requested withdrawals are blocked.
The following message appears explicitly in the payout section:
"Withdrawals blocked – Withdrawals are restricted by the operator."
My proof of identity has already been successfully accepted. I have also uploaded all other requested verification documents multiple times. Nevertheless, they are still displayed as "required".
Customer support offers no concrete solution and does not provide a comprehensible explanation as to why the already submitted documents are not being processed.
My account currently has a balance of €15,000.25, which comes from regular gaming winnings.
I therefore ask you not to treat my case merely as an ordinary payment delay, but as a complete payment block due to an unclear verification status.
I understand your standard 14-day waiting period. However, since there is already an explicit withdrawal block in place and my verification attempts have been unsuccessful, I request that you investigate whether it is possible to contact Romibet earlier.
Should this not be possible, I request that my complaint be kept open until the end of the 14-day period on November 19, 2026, and then reviewed again.
Thank you for your support.
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1 hour ago
TranslationI would like to make one important addition regarding the amount of the affected balance.
My player account currently holds €15,000.25. Additionally, three withdrawals totaling €1,800 have already been requested, which have also been blocked.
This means that a total of €16,800.25 is not currently being paid out to me.
I request that this total amount be taken into account when processing my complaint.
Thank you.
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