The player from Italy reported ongoing issues with the casino, as his withdrawals were repeatedly canceled with various excuses. He expressed concern over the casino's practices, noting that many other users were experiencing similar problems. After confirming that he had completed the KYC verification and had not made previous withdrawals, the player ultimately received his payment, which the casino claimed was now sorted. The issue was marked as resolved by the Complaints Team, who expressed appreciation for the player's cooperation.
Roman Casino - Player faces canceled withdrawals.
Amount: €800
Roman Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
1 week ago
Translation
Hello, this casino is mocking me and keeps canceling my withdrawals, always finding excuses. Please help me because I also noticed that many users are having problems with this casino.
Automatic translation:
Public
Public
1 week ago
Dear Alfio88,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful withdrawals from this casino before?
Could you please confirm if you passed the full KYC verification?
Did you accumulate your winnings with or without a bonus?
Have you communicated with customer support about the reasons why your withdrawals keep getting declined? What was their explanation?
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
Veronika
Public
Public
1 week ago
Translation
Hi first of all thanks for the answer no I have not made other withdrawals it is the first time I played 400 euros loaded with card among other payment method that apparently they only give for deposits but not for withdrawals as in the withdrawal section they only give bank transfer and binance and this already I find absurd anyway they continue to refuse boasting technical problems which I do not believe. Ridiculous customer service instead of solving the problem they offer free spins now they tell me that the technical problem is solved and there should be no problem but I am more than certain that they will cancel it again. However I only played with real money I repeat 400 euros loaded and winnings of 800 that do not let me withdraw
Automatic translation:
Public
Public
1 week ago
Translation
I add that I completed all the Kyc verification before making the withdrawals
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Today they answered me like this so according to them there is no problem but I am more than certain that they will cancel this time too.
As soon as I have updates I'll let you know
Automatic translation:
Public
Public
1 week ago
Dear Alfio88,
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,
Veronika
Casino.Guru
