Roman Casino - Player's account has been closed unexpectedly.

Hello, I played with roman casino for a long time, i had many deposits and withdrawes, i completed the KYC a long time ago and all the sudden my account is blocked for some reason, i cant access to live chat or agent anymore, i wrote email but didnt got any answer

Dear Drakkor,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roman Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• When was the last time you were in contact with the casino and what did you discuss?

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.

Best regards,

Tomas

I dont know when its been blocked exactly because i didnt got any email about it, i found out yesterday

I played everything

Yes, some of it from bonus, but not a lot

I wrote them yesterday, but no respond, also i cant contact them in live chat

Hello, they still didnt responded to me

Thank you very much, Drakkor, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Drakkor, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Roman Casino representative to join this conversation. 

Dear Roman Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear All,

Thank you for bringing this matter to our attention.

We are committed to resolving this issue in a way that benefits both parties, and to proceed, we kindly request the player to provide a bank statement that includes all deposit transactions made using the credit card ending in **0700. Additionally, please upload proof of deposit (POD) for the following dates and times:

2024-09-27 at 09:55:13

2024-10-12 at 08:09:49

2024-10-23 at 15:27:38

Having these documents will allow us to verify the necessary details and work toward a timely and satisfactory resolution.

Thank you again, and please feel free to reach out with any questions.

Best Regards,

Roman Casino

I uploaded everything

Hello, you declined it and I dont know why

Can you clarify it?

Dear Drakkor,

We apologize for the delayed response.

Upon reviewing the bank statement for the credit card ending in **0700, we noticed that several deposits appear to be missing. Could you please provide a statement that includes all deposits made from this card?

Thank you for your cooperation, and please let us know if you have any questions.

Best Regards,

Roman Casino Team

I sent everything

Thank you Drakkor.

Dear Roman Casino,

have you received the requested documents, please? Additionally, is there anything else you may require, please?

Hello!

Thank you for providing the requested documents.

We want to assure you that we are currently working on this with priority, and our team is dedicated to resolving the issue for the benefit of both parties. We will keep you updated with any progress and aim to resolve this as quickly as possible.

Thank you for your patience and cooperation. If you have any further questions or need assistance, please don’t hesitate to contact us.

Best Regards,

Roman Casino

Dear Roman Casino,

thanks for the update. Is there any new development regarding this case, please?