The player from Germany is having issues with his casino account as he is unable to update his credit card details, which he no longer possesses. Despite providing the correct card information used for the deposit and multiple reminders, the casino has not responded or addressed the issue.
RomiBet Casino - Player is facing issues with account verification.
Opened
Current status
Waiting for Casino Guru to reply
6d 2h 57m 55s
RomiBet Casino
Safety Index 7.3 Above averageCase summary
Discussion
Public
Public
3 weeks 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.
Public
Public
3 weeks 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
Public
Public
3 weeks 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.
Automatic translation:
Public
Public
2 weeks 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.
Sensitive attachment
Sensitive attachment
2 weeks 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
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week 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.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week 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.
Automatic translation:
Public
Public
1 week 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
Public
Public
3 days 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.
