The player from Germany requested a withdrawal two weeks ago after making a profit from his deposit. However, all payout options are blocked, and he has not received verification after uploading the necessary documents. He decides to file a complaint with Casinoguru for assistance.
RomiBet Casino - Player's withdrawal is delayed due to document verification.
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Current status
Waiting for Casino Guru to reply
6d 23h 57m 17s
RomiBet Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Hello dear Casino Guru Team,
On March 13, 2026, I deposited €171 for an 88% up to €150 casino bonus.
Real money and bonus funds are separate at this casino. I was able to make a profit with my real money. I then cancelled the bonus.
While trying to apply for money, I discovered that
All payout options are blocked.
After contacting email support, I was informed that I needed to upload documents. On March 16, 2026, I uploaded all the requested documents to the verification page.
The support email also stated that the process could take up to 10 days and that I would be notified by email.
Since I still haven't been verified after 11 days and haven't received any notification, I've decided to file a complaint with Casinoguru. I hope they can help me resolve this issue.
Best regards,
Michael
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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 Popy71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. Please allow me to ask you a few questions so I can fully understand the situation.
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you made any successful withdrawals before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
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1 month ago
TranslationHello Petra,
Here are the answers to the questions:
Could you please tell me which documents you have already submitted and when exactly you sent the last document?
I uploaded the following documents to the casino's verification page on March 16, 2026:
- the proof of identity
- the requested transaction history
- proof of my e-wallet (token)
- A selfie photo with ID in hand and the casino's website open in the background.
Have you submitted all the required documents as quickly as possible and in the correct format?
Yes
Have you ever successfully made a withdrawal?
Yes, a withdrawal via Mifinity was possible in 2025. However, the Mifinity payment method has been deactivated. Therefore, I made my last deposits via my Jeton e-wallet.
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On June 27, 2026, I noticed that the verification page requires documents, but it doesn't specify which documents are needed. An upload button is also missing, as can be seen in the following screenshot:
When I contacted support on March 27, 2026 (I attached this screenshot to the email), I was told that my account was currently undergoing a standard verification process. Why then does the verification page say that documents are still missing?
kind regards,
Michael
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1 month ago
Hello Popy71,
We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Thank you for your reply and for providing the previous details, Popy71.
- Can you confirm if the email you received regarding the document request mentioned any specific timeframe for the verification?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
- Additionally, could you provide the communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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1 month ago
TranslationHello Petra,
Can you confirm whether the email you received regarding the document request mentioned a specific timeframe for the review?
Yes, support informed me that the verification process could take up to 10 days and that I would be notified by email. This message was sent to me by support on April 15, 2026, and is now almost four weeks old.
Could you please inform us about the current status of your withdrawal request? Is it marked as pending or already processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
As already mentioned and as can be seen in the screenshot, it is currently not possible to request a payout, as all payouts are blocked.
Could you also send me all communication with the casino? This can include screenshots, emails, or chat logs. You can send all documents to the following address: petra.h@casino.guru Or post your screenshots in the thread.
I will forward all conversations with casino support to them via email and the chat transcript in a separate email.
kind regards,
Michael
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1 month ago
Dear Popy71
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,
Petra
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1 month ago
Dear Popy71,
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 withdrawal.
Thank you in advance for your cooperation and prompt response.
Best regards,
Hadi
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3 weeks ago
Dear Popy71,
We are writing to you regarding your pending withdrawal requests. Upon reviewing your account, we have identified that further verification is required in order for us to proceed with the transactions.
To assist you as quickly as possible, we have escalated the matter for priority review. The relevant department is currently checking the matter, and we are monitoring the status closely. As soon as we receive a definitive update from the internal team, we will inform you immediately.
We appreciate your cooperation and patience.
Best regards,
RomiBet Casino Team
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2 weeks ago
Dear Popy71,
We are pleased to inform you that your account verification process has been successfully completed, and your account is now in full standing.
You can now proceed with submitting your withdrawal requests.
Please be aware that processing times may vary depending on the specific payment provider you choose.
Best regards,
RomiBet Casino Team
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2 weeks ago
Dear Popy71,
The casino has confirmed that your account verification is now complete and you can proceed with your withdrawal. Please let us know once you have received the funds.
Dear RomiBet Casino,
Thank you for the update. We are glad to hear the verification has been completed and that the player can now proceed with their withdrawal.
Best regards,
Hadi
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2 weeks ago
TranslationHello Hadi, hello Romibet Casino team,
I have now requested a payment of €500 each on April 27, 2026, April 28, 2026 and April 29, 2026.
A payment has not yet been made. As soon as a payment is made, I will inform you here.
kind regards,
Michael
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1 week ago
Dear Popy71,
We are writing to inform you that all of your pending withdrawal requests have been successfully processed and paid out. You should see these funds reflected in your account shortly, depending on your financial institution's processing times.
Regarding your remaining balance, please feel free to proceed with your final withdrawal request at your earliest convenience.
Best regards,
RomiBet Casino Team
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1 week ago
TranslationHello Hadi, hello Romibet Casino team,
On April 3, 2026, 3 x €500 were paid out.
As soon as new payments are received, I will inform you here.
kind regards,
Michael
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1 week ago
TranslationHello Hadi, hello Romibet Casino team,
(Correction to my message of May 4, 2026.)
There was a typo. The payments were not made on April 3, 2026 , but on May 3, 2026 .
Yesterday, May 4, 2026, another payout of €500 was made. A total of €2000 has been paid out so far. €2890 is still outstanding.
As soon as new payments are received, I will inform you here.
kind regards,
Michael
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1 week ago
Dear Popy71,
Thank you for the update. I'm glad to hear the payments are coming through. Please keep us posted as the remaining balance is paid out.
Best regards,
Hadi
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1 week ago
TranslationHello Hadi, hello Romibet Casino team,
Five payments of €500 each have been made in the last few days. A total of €4500 has been paid out so far. One final payment of €393 is still pending. I will inform you here as soon as it arrives.
kind regards,
Michael
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