RomiBet Casino - Player's account hasn't been verified.

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Germany

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5 months ago

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Dear CasinoGuru Team,

I would like to file a complaint.

I won with bonus money at the "RomiBet" casino on November 27, 2025.

I requested a payout on November 28, 2025.

Verification was requested on December 3, 2025.

The verification was carried out immediately on (03.12.2025).

On December 15, 2025, I contacted the live chat of "RomiBet" to ask why the verification had not been processed.

The employee discussed the request with the team of experts.

Now I should upload a "selfie" and my e-wallet again, which I already did on December 3rd.

I uploaded the requested documents immediately.

The employee said that this would now be processed within three days.

On December 19, 2025, I contacted live support again, and they told me I was in the queue and that my verification was being processed.

On January 5, 2026, I contacted live support again because the verification was still "in progress".

The employee said that processing would take time.

Please address this issue; it is very customer-unfriendly not to process the verification and to request the same documents twice.

Nothing happens.

Thank you very much,

Kavaloa

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Kristina

Complaint Resolution Center Team Lead

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5 months 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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Kristina

Complaint Resolution Center Team Lead

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5 months ago

Dear kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

Could you please advise which documents you have already submitted?
Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

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5 months ago

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Dear Kristina,

My answers to your questions...

1) Could you please tell us which documents you have already submitted?

Answer: On December 3, 2025, I submitted the following verification documents to "RomiBet".

passport
Registration certificate
Selfie with passport and the "RomiBet" website in the background.
Account details for the e-wallet "mifinity" (address, name, account number, email)

On December 15, 2025 , I immediately sent further requested documents to "RomiBet":

Selfie with passport and the "RomiBet" website in the background. (for the second time)
Account details for the e-wallet "mifinity" (address, name, account number, email) (for the second time)

I will send you these documents immediately by email to: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Best regards

Kavaloa

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5 months ago

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Hello Kristina,

I just noticed a mistake myself.

"Romibet" had requested:

A selfie with a passport and the "Romibet" website in the background.

Mistake: I didn't have the passport with me.

I immediately contacted the KYC of "Romibet" by email and sent the document correctly.

I'm forwarding this email to you right now so that you also have the document.

The accusation against "Romibet" remains, despite my mistake.

Because "Romibet" has not responded to this day.

My last documents were submitted to Romibet on December 15, 2025. That was over three weeks ago.

And after sending the initial documents, Romibet could/should have noticed the error and brought it to my attention.

This was not done by "Romibet".

I'll forward the email with the selfie to you right now.

Best regards

Kavaloa

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5 months ago

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Hello Kristina,

Yesterday, January 14th, the casino "Romibet" requested another document.

A bank statement from 15.11.-15.12.2025, from which I topped up the "Mifinity" account.

I uploaded this bank statement (N26) to the "Romibet" casino immediately today, January 15th.

I am sending this bank statement to your specified email address immediately.

The crazy thing is, as I already wrote above, "Romibet" requested the same documents again on December 15th as the first time.

When we inquired on December 19th, we were told we needed more time.

In the chat, I was told that further documents might be required.

To which I replied, then request them and, above all, process the documents!

And from December 15th to today, January 15th (four weeks), it was only processed now.

and requested another document.

This is a tactic of withholding "money payouts" and is not customer-friendly.

Thank you very much for your efforts.

Kavaloa

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Kristina

Complaint Resolution Center Team Lead

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5 months ago

Dear kavaloa,

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,

Kristina

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Casino Analyst & Complaint Specialist

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5 months ago

Dear kavaloa,

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 RomiBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RomiBet Casino,

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 KYC.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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Casino representative

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4 months ago

Dear kavaloa,

Thank you for your patience while we investigated the status of this verification process at RomiBet.

We would like to provide an update regarding the documents required to finalize the review. Our KYC team has reviewed the files submitted so far; however, to complete the verification of the funds used, we require additional documentation regarding the source of the deposits.

Specifically, we need the transaction history of the payment method used to top up your MiFinity account for the following transactions:

- The 500EUR for the period 21.11 and 23.11.25.

- The 158EUR for the period 15.11 - 15.12.25.

Thank you for your cooperation.

Best regards,

Romibet Team

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4 months ago

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Dear Hadi,

Dear Romibet team,

I just sent the requested documents to "Romibet" by email to: " support@romibet.com " sent".

I forwarded this email to you, Hadi.

The €500 from November 21st and the €158 from November 23rd were winnings payouts from the "Cazeus" casino. The screenshot is in the email.

The data (date) you are requesting here in the chat is not exactly the same as the data you requested in your system at "Romibet". (You probably made a typo.)

Furthermore, you, "Romibet," were asked why the KYC process takes so long?

Documents were submitted twice, and both times it took 3 weeks to receive a response.

With kind regards

Kavaloa

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4 months ago

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for info

Hello Hadi,

I had problems logging in to "Casinoguru" today. When I tried to access your site, it said the problem was on your end.

Furthermore, I just saw in my email inbox that the email I sent did not reach you.

I just sent it again, and it still wasn't delivered. It seems you're having a server problem?

I'll try forwarding the email to you again tomorrow morning; perhaps the problem will be resolved then.

LG

Kavaloa

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Casino Analyst & Complaint Specialist

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4 months ago

Dear Kavaloa,

I can confirm that I have received your email. At this stage, we will wait for the casino’s response, and I will continue to monitor the situation closely.

Thank you for providing the details and for your patience while this case is under review. We would now like to ask the casino to respond and provide their input.

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Casino representative

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4 months ago

Dear kavaloa,

Thank you so much for the information.

We would like to ask you if you have tried to upload your documents through the Verification tab on your account. Unfortunately, we could not locate your e-mail, could you kindly provide us the 8-digit ticket number sent to you?

Thank you again for your collaboration to the matter.

Best regards,

Romibet Team

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4 months ago

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Hello Hadi,

Dear Casino Romibet,

I have just uploaded the required document to their "Romibet page".

(Casino Cazeus payout from November 21st and 23rd)

You wrote that you received the document, "Hadi".

Dear Casino Romibet,

It's strange that you say the email didn't arrive.

Because in my email system, there is an option for the sent email to support@romibet.com No email response from yesterday!

As mentioned above, I have now uploaded the document to your Romibet website. The document (screenshot) shows that the payments from November 21st and 23rd to my Mifinity account came from winnings at another casino (Cazeus) and not, as you may have assumed, from a bank account.

I did not receive an 8-digit number. (Where did they send it? They haven't specified that.)

And you are not answering any of the questions posed to you here by "Casinoguru" or by me.

Best regards

Kavaloa

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Casino representative

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4 months ago

Dear kavaloa,

Thank you for your clarifications.

Please, kindly note that we have forwarded the matter to our KYC team and we will have updates for you in the shortest period of time.

Thank you for your understanding.

Best regards,

Romibet Team

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Casino representative

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4 months ago

Dear kavaloa,

Thank you for your patience.

We would like to inform you that your account has been verified successfully and your withdrawal request has been completed.

Thank you for your cooperation all this period.

Best regards,

Romibet Team

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Casino Analyst & Complaint Specialist

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4 months ago

RomiBet Casino

Thank you for your update.

Dear Kavaloa,

I would appreciate your confirmation to close this complaint as resolved.

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4 months ago

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Hello Hadi,

Yes, withdrawals are now possible.

I also arranged for this.

Please wait until the payment has been fully processed.

I will let you know immediately.

Thank you very much

Kavaloa

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Casino Analyst & Complaint Specialist

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4 months ago

Thank you for the update. I appreciate your efforts and will await your next communication.

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4 months ago

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Hello Hadi,

All payouts have been completed.

Thank you very much for your help.

All the best to you. -Thank you-

Kavaloa

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