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Betroom24 casino is stalling my withdrawal for more than a month. 

I played at the casino and won 1187 euro. The problems started from the moment I withdrew my winnings. All kind of documents were requested and those were supplied by me. Then the casino requested a PDF file containing the history of all my transaction in my Skrill account for a period of six months. This was also provided and clearly showed that I funded my Skrill account by my bank card. Then they asked me to provide them with a PDF document from my personal bank account showing my deposit to Skrill. I provided it too - declined again. Now they request for ‘some other’ document proving the deposit from my bank account to Skrill because on the PDF file I sent to them there is no number of my bank card shown (only date, time and amount of transaction). I have no idea what ‘other’ document can I send to the casino and they don’t even specify it. 

 I have serious suspicions that the casino have no intentions to pay me my winnings and do everything to stall the payment. This is why I decided to file a complaint here.

Dear Lana2108,

Thank you very much for submitting your complaint. 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 are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, Petronela

I have no problem with supplying the casino with the requested information and I have promptly sent them all the documents they have requested. The problem is that in their last email the casino did not even specify what exact document they need. They need "something" to prove that I indeed deposited into my Skrill using my bank card (this after me sending them 2 PDF files clearly showing that specific transaction). Since I found that request to be unreasonable - I have decided to contact your website for help and possible mediation.

Regards

Thank you very much, Lana2108, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lana2108!

I will be taking care of your complaint from now on. I would like to ask Betroom 24 Casino to join this discussion in order to resolve the issue.

Hi,

Thank you Casinoguru and Martin for inviting us to solve players complaint.

Betroom24 has to follow strict legislation under license we operate when it comes to KYC process. Therefore, we have to be 100% sure that player account is actually owned by rightful owner.

Moreover, all money that is deposited to Betroom24 has to be funded from rightful owner of Betroom24 account.

Player was requested numerous times to provide us with "Proof of Funding" in .pdf file of Skrill account.

Should be a bank/credit card statement where transaction to his/her Skrill account is clearly visible.

Once players account is fully verified, withdrawal will be processed accordingly to Terms and Conditions player

accepted when registering with Betroom24.

I will repeat here that case is not about "withdrawal request" but about passing KYC.

With best Regards

Security team

Betroom24

Hello, Betroom24 casino.

I want to remind you that I have already provided you with 2 PDF files showing the source of my funds: first one the PDF of my Skrill account for 6 months and the second one the PDF of my bank account. Both these PDF files contain the information you are asking for (the exact source of the funds I used to deposit at Betroom24 casino account of mine). But, somehow, you keep asking me for the same "proof" again and again as if you received nothing from me until now.

Regards

Hello Lana2108!

Please, are there any news with your verification process?

Hello Martin,

Yes I received an email from the casino. And it contains 3 more new requests. I will reply to the casino in the timely manner.

Meanwhile, I would like to know if there is a limit on the amount of requests the casino can ask a player to satisfy? This whole situation is getting quite stressful for me: the casino makes one request after another and I see no any intention on their side to ever pay out my legitimate winnings. I also find the attitude of the casino to be quite humiliating for the person of my age and social status.

Before I supply the casino with another set of documents and proofs - I want the casino representative to guarantee that there will not be any more requests in the future. At the end - there are things in life more important than money and I am not going to let anybody treat me like a criminal just because they owe me some amount of money.

Svetlana. D.

Hello Lana2108!

I would like to ask you to specify the 3 new verification requests.

Hello Lana2108!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Hello

Sorry for a late reply. Was too busy to reply.

Yes, I received the next request from the casino:

1. Copy of my bank statement. (I have already sent to the casino the PDF statement of my bank account. And they insited it to be a PDF format. Now, they want the same exact document again with the same information again).

2. The casino wants to talk to me on the phone. No problem. But they insist on me to speak English. My speaking English is on the ZERO level and and I use google translator to write all my messages here + some editing help from my close friend. 

3. Finally, they ask for a physical copy of my credit card. There is a problem with this request too since I have used a virtual bank card to fund my Skrill account (I had my personal reasons to do this).

Please, advise. Thank you.

Hello Lana2108!

I would like to ask you to provide us with any communication that you have regarding this matter. You can do so by reaching me via my email address: 'martin.d@casino.guru'.

Hello Lana2108!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.