RomiBet Casino - Player’s winnings haven’t been received yet.

I won 4000 euros from the casino, after which I started making withdrawal requests, however, my withdrawal was then cancelled and new withdrawals were blocked. The first time through the live chat, they couldn't tell me anything that was wrong. However, the next day I went to the chat again and they said that I had to verify my user through their own verification tab on their page. The problem is that the verification section only says that everything looks good and your account doesn't need to be verified, which I reported to the chat. The chat only received an automatic message that I had been transferred to another department. Several days went by in radio silence, so I decided to send a message about the matter directly by email asking if I could verify my identity via email, to which I received the same response as in the chat that "we will contact you" after which there has been radio silence again. I hope that this will help the casino get back on track and I will get the money out of the casino someday.

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 Jokezu,

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

The problem at the moment is that, over a week ago someone from Romibet was supposed to contact me so that I could even start the account verification process but I haven't heard anything from them. I've been in touch several times about the matter and they just say to wait. I would understand this time period if I had been able to even upload the necessary documents but I can't even do that.

Dear Jokezu,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I only started the KYC process yesterday after a long wait.

Dear Jokezu, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

1. I have not withdrawn from this casino before.
2. My KYC verification has not been approved, even though I submitted all the requested documents over a week ago.
3. I played with bonus money which turned into 800 euros after wagering and after wagering I won more money.
4. I played casino games
5. I forgot to take screenshots of the live chat messages

Dear Jokezu,

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, Jana, (jana.k@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,

Karla Mayfly

Dear Jokezu,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Player,

Thank you for contacting us.

The relevant department has informed us that your account needs to be verified.

Once this has been completed, withdrawals will be enabled.

As you have already uploaded some documentation, we will contact the relevant department to find out your account's verification status. We will get back to you shortly.

Thank you for your understanding.

Kind regards,

Romibet Casino Team

Dear Player,

Thank you very much for your patience, understanding and cooperation. We really appreciate it.

We are pleased to inform you that your account has now been verified. You can now use your account for all purposes, including withdrawals.

Kind regards,

Romibet Casino Team

Dear Jokezu,

We are pleased to inform you that your account has been successfully verified. You may now proceed with the withdrawal process. Please keep us updated once you receive your funds. Thank you for your continued support and cooperation.

Yes, I have now made two withdrawal requests of €500 each.

So far I have successfully withdrawn €1500/€4000

Dear Jokezu,

thank you for your update. Please keep us informed when you receive more funds from the casino. Thank you for your continued support and cooperation.

so far 2500/4000€ has arrived

3000/4000€

Dear Jokezu,

thank you for the update. Please keep us informed when you received another portion of funds from the casino. Thank you for your ongoing support and assistance.

´€3500/€4000 received and the last withdrawal is still pending

Dear All,

We are writing to provide an update on the status of your withdrawal requests.

Currently, all payments have now been completed, and there is no balance to be processed.

The last submission has been successfully processed today, on 18 June.

Please note that, depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account. This timeframe is counted from the processing date.

Thank you very much for your patience and cooperation throughout this process. 

We consider matter resolved.

Kind regards,

Romibet Casino Team

The entire amount has now been successfully withdrawn, thank you very much for your help casinoguru

Dear Jokezu,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru