Romancasino - プレイヤーのアカウントの検証が遅れています。

Hello i have an account with romancasino but the KYC is a nightmare i already send my id, my proof of address, 3 months of bank statement, my proof of deposit (crypto deposits) and now they ask for a statement in PDF about the last 3 months of crypto payments, idk how when i dont use crypto exchange, so there is no way to send that, i only able to send screenshoot about the transactions (i did the same with proof of deposit and they accepted it)

I already tried to explain and said this to them 3 times and i need to wait for days or weeks and they give the same answer everytime, they need this, so thats why i write to you, please help me, thank you very much

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.

Dear Kinkamark0,

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 some time to complete this thorough process.

To clarify the case:

• When did you initially submit your KYC documents to the casino?
• Have you provided all the required documents, except for a statement in PDF, promptly and in the correct format?
• Have you received any confirmation of approval or acceptance for the documents you have already submitted?

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

Hello, thank you for your answer

1. I sent them in various times, but the last time was about 2 weeks ago, but i completed a kyc before

2. Yes i provided everything as they asked for except of the last one, its impossible to send it in pdf file, its not up to me

3. Yes they accepted the other documents

Hello today i got this email from them, i did not even sent anything new to them... this is so absurd...

Thank you for your reply and for providing the previous details, Kinkamark0.

• Do I understand correctly that the casino blocked your account only recently? If so, could you please provide the exact date when your account was blocked?
• Could you also clarify what specific communication the casino has provided regarding the required PDF statement?
• Have you asked whether any alternative proof of payment might be accepted?

Furthermore, please provide any additional communication you have had with the casino. This may include screenshots, emails, or chat records. You can either post the screenshots directly in this thread or send all documents to petra.h@casino.guru.

Thank you again for your cooperation.

1. Yes they blocked me now, in January 21.

2. Yes, it will be in the screenshoots

3. Yes, and they accepted my proof of deposit/payment, idk why they asked for pdf file for 3 months after that

Here is some news, they wrote me this today

Dear Kinkamark0

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 Jana (jana.k@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

Dear Kinkamark0,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Romancasino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Hello!

We would like to inform you that your verification process is still ongoing.

To proceed, we kindly require a statement from the crypto wallet used for your deposits, showing transactions (sent and received) for at least the last three months. If you are unable to download this document directly from your wallet, we recommend contacting your wallet’s support team to obtain it.

As the requested document was not provided within the 15-day timeframe, your account has been closed in accordance with our Terms and Conditions. However, please note that you can still complete the verification process by submitting the required document via email at support@romancasino.com.

If you have any additional questions or require further assistance, please do not hesitate to contact us.

Best regards,

Romancasino

Dear Kinkamark0,

I would like to kindly request the additional document referenced in the message above. Please keep us informed once you have had a chance to send it. Thank you for your understanding and continued cooperation.

As I mentioned it 20 times before IM NOT ABLE TO GET PDF FILE FROM THE CRYPTO WALLET, but here is a live chat information about it, i requested it, but they cant provide pdf file as i said before...

Its not a crypto exchange and these crypto wallets (base, trust wallet etc...) dont provide pdf statement, im only able to send screenshoots about my transactions, what i already did it a while ago and despite that you closed my account...

Please download "base" crypto wallet and try to download a pdf file, its not possible, please understand it after 20 times, thank you

Hello!

Thank you for providing the additional information from your wallet support team.

We are currently reviewing your case and will provide an update as soon as possible.

Thank you for your patience and understanding.

Best regards,

Romancasino

Dear Kinkamark0,

After a careful review of your account and the recently provided documents, we are pleased to inform you that your verification has been successfully completed.

You may now proceed with submitting a withdrawal request for your available balance at your earliest convenience.

Thank you for your understanding and patience throughout this process. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Best regards,

Romancasino

Hello thank you, but it still says my account is not verified and im not able to withdraw, its restricted

Dear Kinkamark0,

Thank you for bringing this matter to our attention. We would like to inform you that the issue has now been resolved. We can also confirm that you have already requested a withdrawal, which is currently pending.

Please note that, as stated in our Terms and Conditions (Clause 7.10), the processing time for withdrawals may take up to 72 hours, depending on the current workload. Once processed, crypto transfers may take up to 3 hours for the funds to reach your account.

Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Best regards,

Romancasino

Dear Kinkamark0,

can you confirm whether you have received the funds from the casino?

Dear Kinkamark0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello!

Yes thank you very much i received my money!

Dear Kinkamark0,

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,

Jana

Casino.Guru