The player from Germany had issues with his casino account as he was unable to update his credit card details, which he no longer possessed. Despite providing the correct card information used for the deposit and sending multiple reminders, the casino did not respond or address the issue. The complaint was taken over by a dedicated Resolver from the Complaints Team who communicated directly with the casino to resolve the problem. The issue was ultimately resolved, and the player confirmed satisfaction, leading the Complaints Team to close the case.
RomiBet Casino - Player is facing issues with account verification.
Resolved
Our verdict
Case closed
Amount: €700
RomiBet Casino
Safety Index 7.3 Above averageCase summary
Discussion
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1 month 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 month ago
Dear Bayerneike,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify whether you recognize this card? Does it belong to you? Did you deposit with it in the past?
- Do I understand correctly that you deposited with another card?
- Have you provided any other documents to verify your account, and have they all been approved?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
I am unfortunately not familiar with this map.
Yes, I used a different credit card for the deposit, which I also sent to the casino, but it was not accepted.
Yes, I had to verify my ID, my address, and the payments.
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1 month ago
Thank you very much for your reply, Bayerneike. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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1 month ago
TranslationHello dear Casino Guru team and especially Kristina, of course I am sending you the message history between myself and support. I have checked and I can tell you that my first complaint was written on April 27, 2026, and I have been doing this every day since, and every day I get the same answer: it will be forwarded to the team, but then nothing happens.
This is just a fraction of what I wrote to support, but I can tell them it's always the same. I write that the card is faulty and doesn't belong to me, and I ask for it to be changed, but I always just get the response that it's being forwarded, and nothing ever happens. Yesterday I pointed it out to support again, and now I'm not getting any response at all. I'm at a loss.
I hope you can help me.
Best regards
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1 month ago
TranslationGood day
I wanted to give you an update. Today I sent my credit card details to the casino again, the same one used for the deposit. Shortly after, I received a message asking me to upload my virtual card, which I did. Since then, I've been getting a new message that I don't understand because it doesn't contain any information.
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4 weeks ago
TranslationGood day
I wanted to give you an update yesterday when I saw that my withdrawal was no longer blocked. I tried to make a withdrawal, but unfortunately, I kept getting an "unexpected error" message. After speaking with live chat, it was blocked again, unfortunately.
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4 weeks ago
Dear Bayerneike,
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, Martina (martina.b@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,
Kristina
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3 weeks ago
Dear Bayerneike,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite RomiBet Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case?
Thank you in advance for providing the information.
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3 weeks ago
TranslationGood day dear Casino Guru Team
Dear Martina, I wanted to give you a small update on the case. Yesterday at 1 p.m. I was able to withdraw 450 euros, and today at 9 a.m. I was able to withdraw the remaining 250 euros. I hope that the money will now be transferred to me.
Best regards
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3 weeks ago
TranslationGood day again
The payment of 450 was credited to my account today.
Best regards
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3 weeks ago
Dear Bayerneike,
Thank you for contacting us.
We kindly inform you that the verification of your account and your withdrawal have been both completed successfully. Please, rest assured that your last withdrawal request will be finalised as soon as possible.
Thank you for your patience and understanding.
Best regards,
Romibet Team
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Bayerneike,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martina
