The player from Italy had submitted various documents for verification after making multiple deposits at the casino, but they were then requested to provide additional bank documents for their withdrawal, which the player found excessive. The issue was resolved after the player uploaded the required bank and postal attestation, along with an account statement indicating the deposits. The Complaints Team confirmed the resolution and marked the complaint as 'resolved' in their system.
Romancasino - Player faces withdrawal delays due to document issues.
Amount: €900
Romancasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Good morning,
in roman casino' I performed facial recognition, I entered documents, I entered cards and screen of my bank account, I deposited several times but now at the time of withdrawal they tell me that the documents are not good and I have been waiting for 3 days for acceptance. In no casino' have I ever been asked for an official document from the bank or account statement, also because I deposited via credit card that I have correctly front and back and is my property I am really angry because after having deposited a lot of money now I can not withdraw and with them you can not speak directly. I hope you can intervene by prompting.
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1 month ago
Dear FRA25SKID,
Thank you very much for submitting your complaint. I'm sorry to hear about the trouble you've been experiencing with your withdrawal at Roman Casino. I understand how frustrating this situation must be, especially after providing all the required documentation and having deposited money into your account.
To help us investigate and assist you further, could you clarify a few details?
- Can you provide the specific documents Roman Casino has requested, and which of these were rejected?
- Did you receive any specific feedback on why the documents were deemed not acceptable?
- Have you had any prior communication with the casino regarding your withdrawal, and if so, could you share the responses you've received?
- You mentioned depositing via credit card—could you confirm if you’re also trying to withdraw to the same credit card, or if there’s another payment method involved?
Your cooperation is essential in helping us get to the bottom of this issue and moving forward with a resolution. We rely on your feedback and any further details you can provide to keep the process moving.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the matter. If you wish, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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1 month ago
Translation
Can you provide the specific documents requested by Roman Casino and which of these were rejected?
I am attaching a copy of the documents I sent yesterday and this morning
Did you receive specific feedback as to why the documents were deemed unacceptable?
yes they ask me for a document issued by the bank that certifies the ownership of the cards that I used to deposit, which is absurd since as long as a person plays and deposits they take the money and they do not care whose these cards are. In any case I signed them and sent a photo of these cards with my signature and it is clear that both are legally mine, today 04 March they ask me again for this document from the bank, to solve the problem I sent a self-declaration with the photo of the cards attached again.
Have you had any previous communication with the casino regarding your withdrawal? If so, could you share the responses you received?
yes yesterday via chat but it's really difficult to talk to a person, in the end he wrote me the same things that were in the email.
You mentioned depositing via credit card - could you please confirm if you are also trying to withdraw to the same credit card or if another payment method is involved?
These are the cards I used to deposit. They keep mentioning their legal conditions but I have never seen a casino that also requires documents signed by a bank, no one goes to get these documents for this purpose, and no online casino requires documents from the bank. I have used other AAMS casinos and not, the Gransino casino does not ask for this documentation, nor others and they pay on the uploaded documents only after verification via identity card.
I hope you can intervene I am truly sorry for what happened because I repeat they do not check the money when it is deposited, these things should be done at the time of registration if necessary. I await your kind response and I hope you can hurry. Thank you
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1 month ago
Translation
Good morning, I apologize if my requests are too many, but the casino continues to ask me for an official document from the bank, at the moment I have had a document made on plain paper, I have attached writing that I will take legal action and that I have reported through your site.
I would ask you to kindly resolve the issue, unfortunately as I read online it is a real abuse of the rules provided for withdrawals and I reported them with multiple emails and contacting online assistance, the response was that my request is spam, which I continue to write but only because they continue to cancel every hour the documents that I sent, such as the self-certification that I sent this morning, saying that it is not sufficient. I am still waiting 1 hour to see if the document on plain paper from the bank is accepted but I hope that you can also take steps to urge.
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4 weeks ago
Hi FRA25SKID,
Thank you for your detailed reply. To assist further and ensure we have everything we need to investigate the situation effectively, could you kindly forward the documents you've sent to the casino (including the self-declaration and any communication related to the issue) to my email at petronela.k@casino.guru? This will allow us to have a complete picture of the situation and intervene on your behalf.
Your cooperation is really appreciated, and we’ll do our best to help resolve this issue as quickly as possible.
Looking forward to your response.
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4 weeks ago
Translation
I finally solved the problem but anyway thanks for the availability. I had to upload bank and postal attestation, and account statement with the deposits indicated, all's well that ends well but it's a casino with a too elaborate path to collect.
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3 weeks ago
Dear FRA25SKID,
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 (link here). 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,
Petronela
Casino.Guru
