Romancasino - 解決策がないままプレイヤーのアカウントが閉鎖されました。

Hi, I need help with my account at RomanCasino.

I made several deposits at their casino and finally had a real money win on the last deposit. I completed all the verification steps—live selfie, ID, and documents—and my account was verified.

A few days later, I was locked out. Support told me they had sent an email requesting a document I had already uploaded before my account was disabled. Since I couldn’t access my account, I sent it again via email, along with their questionnaire.

After that, I got no reply. When I followed up, they said my documents were under review. Then they asked for an iCard statement and a 3-month bank statement. I had to wait until the end of May to get the iCard statement and sent it as soon as I could.

After more delays, and me asking for updates, they told me the iCard history was approved—but then asked for the 3-month bank statement again. I sent it again. Then they asked for the iCard history once more, but this time wanted me to upload it through my account, which is still disabled. They also asked for proof of source of funds, which I already explained comes from casino winnings, clearly shown in the iCard statement.

I’ve provided everything, multiple times. My account was verified. They keep repeating the same requests and ignoring my emails. This is going nowhere and my acocunt is still disabled. Please help.

Dear GhaliaStorm07,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing. To better understand your situation and assist you in resolving this matter, could you please provide answers to the following questions:

• When was the last time you submitted any identity documents to the casino?
• Is the casino currently requesting any more documents from you to unlock your account?
• Can you clarify if you've received any updates regarding the status of your account since your last communication?
• Have you checked your spam or junk email folders to ensure that you haven’t missed any correspondence from the casino?
• Would you be able to forward any relevant communication you have with RomanCasino to veronika.f@casino.guru?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,

The last time I sent them my ID was in the beginning of May, if you mean documents like bank statements, I sent them those on Thursday last week. They are still requesting documents to unlock my account, the documents in question are ones that I already provided them with and I checked all my emails and they are all good, none are in spam or trash. I also sent you all the transcripts of my communication with them to your email.

Thank you for your email.

I have reviewed the conversations between you and the casino customer support and it seems that the casino needs two more documents from you:

• PDF bank statement for the card ending with **2047 - this document should contain your name and bank account number
• source of funds (salary statement, proof of business ownership, inheritance, divorce settlement, selling a property)

Could you please specify if you sent both of these documents to the casino? Have they been checked and approved? If possible, kindly forward these documents to me at veronika.f@casino.guru.

I’m disappointed you even asked me this now after i sent you everything. I already submitted the requested document (as shown in the transcripts I sent you), and on June 19th casino approved the statement (which you could also clearly see in transcripts if you check them). This was the only reason I filed the complaint, so please verify with the casino, confirm they have the documentation, and finally resolve this. And i got money from the casino, and I use that money to play.

Have you provided your source of funds as well? Has this document been approved by the casino?

Can you please explain to me what I am supposed to send them when I use money from other casino winnings to play (it is visible on the statement I sent them)? I am honestly disappointed right now with how this matter is being taken care of. I came here to ask for help but I didn't get any help at all so far.

Have you tried requesting a confirmation of your winnings from the other casinos where you play?

If you deposited those winnings into Roman Casino shortly after receiving them, it might help to explain to Roman Casino where the funds came from. Ideally, you could support your explanation with an official confirmation from the other casinos.

Hi I did that now, I sent them email with screenshots from casino so they can see I got money and I sent you transcript of email that I sent them. Thank you for help

Hi, i still did not get any response from them. Please help

Thank you for your email. Could you please send me the same screenshots that you sent to the casino to confirm your winnings from other gaming platforms? (veronika.f@casino.guru)

Hi I sent you email

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

Hello GhaliaStorm07,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Romancasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Is there an issue with the documents GhaliaStorm07 provided? Alternatively, do you have any particular suspicions you are trying to address by the verification requirements? In case you have any evidence relevant to this case, please send it to martin.l@casino.guru.

Additionally, to prevent further delays, I would like to propose a real-time verification call between both parties. Due to the number of requested documents and complexity of the case, I believe this would be a very good way of moving things forward and explain any possible discrepancies.

Hello!

We would like to inform you that the verification process is still ongoing, as the required documents have not yet been provided.

To proceed with the additional verification of your account, we kindly ask you to submit the following:

A bank statement for the account ending in 2047. This must be uploaded via the "Proof of Payment" section and should clearly display your name and bank account number. The statement must be in PDF format.

In addition, we require documentation demonstrating the origin of the funds used for deposits made on our platform. This may include, for example, salary statements, proof of business ownership, proceeds from the sale of property, an inheritance payment, or a divorce settlement. The documentation should cover the last three months.

We appreciate your cooperation and remain available should you need any further clarification or assistance.

Best regards,

Romancasino

Dear casino representative,

thank you for your response.

Dear GhaliaStorm07,

can you give us an update on the current proceedings? Have you sent all the required documents?

Hi I sent proof of my winnings as you advised me but they did not accept it as proof of my funding and I don't understand why. I really got money from winnings at casino

Dear GhaliaStorm07,

thank you for your continued cooperation.

Dear casino representative,

Thank you for your response. However, I would like to ask you to clarify the following:

The player states the bank statement for the account ending in 2047 was submitted and approved on June 19. Can you confirm this?

Regarding the source of funds, the player says deposits came from previous casino winnings. Are there any issues regarding this? Do you require further documentation?

The player also claims he cannot upload documents via his account, since it is blocked. Is this correct? If so, can he upload these documents by email or by a different method?

Additionally, if there are any specific concerns (e.g. irregular activity, document issues, or other serious suspicions) causing the lengthy review, please get back to me at martin.l@casino.guru.

Hello!

We would like to inform you that the bank statement approved on June 19th was for the account ending in 0121, not the currently requested account ending in 2047.

The recently submitted screenshots regarding casino winnings are still under review. We will provide an update as soon as possible.

If needed, documents can be sent to our email at support@romancasino.com, and they will be forwarded to the appropriate team for processing.

If you have any additional questions, please don’t hesitate to reach out.

Best regards,

Romancasino

Dear casino representative,

thank you for your response. I have also received an email from the player, documenting his correspondence with your support. Upon reviewing it, it does seem the issue is only moving in circles. I hope we can make some real progress this time. As always, if there are any issues which are delaying the process, let me know at martin.l@casino.guru.

Dear GhaliaStorm07,

are you able to provide us with the documents you sent to the casino? That way we can see whether they should be accepted or there really are any issues.

Hello,

Regarding the provided Source of Wealth documentation (screenshots from casino winnings), we kindly inform you that we require a bank statement showing that these winnings were transferred to the user's bank account. The bank statement must clearly display the user’s name and bank account number.

Additionally, the requested Statement 2047 must be submitted in PDF format.

The verification process has been delayed because the required documents in the correct format have not yet been provided.

As soon as the necessary files are sent in response to our email or to the designated email address, they will be forwarded immediately to the dedicated verification team for review.

Thank you for your patience and understanding.

Best regards,

Romancasino

Dear casino representative,

thank you for giving us more insight on the issue.

Dear GhaliaStorm07,

I believe the best course of action right now, is for you to send us the mentioned documents, in the requested formats. That way we can see for ourselves whether everything is in order, and then you can forward it to the casino.

Dear GhaliaStorm07,

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.

Hi sorry for waiting everyone and thank you. I just want to let you know that i uploaded my statement for account ending in 2047 which is my icard bank and i hope it is good now. I cant log in so i send that to their email.

Dear GhaliaStorm07,

thank you for your response.

Dear casino representative,

please keep us updated on the status of the verification procedure.

Hello!

We would like to inform you that we have received the bank statement you provided. However, the submitted document covers only a two-month period (March–April). As initially mentioned, we require bank statements covering a full duration of three consecutive months, preferably in PDF format.

Once the additional one-month bank statement is received, we will be able to proceed with the next steps. You may send the document to our email address, just as you did with the previous two submissions. It will then be forwarded to the dedicated team for further review.

Thank you for your understanding and cooperation.

Best regards,

Romancasino

Dear casino representative,

thank you for your update.

Dear GhaliaStorm07,

please let us know when you supply the casino with the requested document.

I sent already for 3 months. For May I sent before, but I sent again everything now.

Dear GhaliaStorm07,

thank you for the update.

Dear casino representative,

we will be awaiting your response and the next steps required for the verification process to continue.

Dear GhaliaStorm07,

We have received the documents. However, the document provided for May is not suitable for us, as it is not in PDF format (it doesn't allows text highlighting, unlike the previous two documents). Could you please send us the original file in PDF format, similar to the ones for March and April?

Thank you for your understanding and cooperation. Should you have any further questions, please do not hesitate to contact us.

Best regards,

Romancasino

Dear casino representative,

thank you for the update. As the case has been opened for a long time, could you please confirm that once the requested PDF for May is received, the verification process can be finalized? Alternatively, what next steps do you propose?

This will help both sides avoid any more repeated requests and keep the resolution process transparent.

Dear GhaliaStorm07,

can you please send the document in question to martin.l@casino.guru? Alternatively, have you already sent it to me among the documents I received from you in July?

sorry i dont know what is wrong, i sent again

Dear casino representative,

have you received the requested document? Also, please confirm whether this bank statement will be the last requirement to complete the verification process.

If not, please specify if any additional documents will be required, so we can progress the matter faster.

In case you are able to give me more information about these lengthy delays, or if you have suspicion of any wrongdoing by the player, please let me know at martin.l@casino.guru.

Dear GhaliaStorm07,

have you sent the document to the casino? Also, to avoid any more delays, please send me the original May bank statement in PDF format directly to my email. Once I receive it, I will verify whether it meets the casino’s requirements.

They responded to me and asked now for statement from June and July. Do I have to send that?

Hello GhaliaStorm07,

yes I advise you to send it. Both to the casino and at martin.l@casino.guru

Dear casino representative,

we will be awaiting your answer. Please give us more information about the current state of the matter. Are there any other requests please? What is the reason for the delays and prolongation of the matter?

Hi

I send statements to casino and to you too.

Dear GhaliaStorm07,

Thank you for providing the requested documents. They have been forwarded to our dedicated team for review, and we will provide you with an update as soon as possible.

The additional request was necessary due to the substantial amount of time that has passed since our initial request.

We sincerely appreciate your understanding and patience throughout this process.

Best regards,

Romancasino

Dear parties,

thank you both for your continued cooperation.

Dear casino representative,

we will be awaiting an update from your side.

Now it's become clear to me that they simply don't want to pay me and are delaying my verification, because what they asked me in the last email makes no sense. They're trying to convince me that the money I received and deposited into the casino isn't visible in my transactions, even though it's clearly shown that I received 3000 euros in April and obviously could have deposited 500 to them. I don't understand what's unclear. I highlighted those transactions for them because clearly they don’t know how to read

Dear GhaliaStorm07,

Thank you for providing the requested documents, as they have been accepted.

We have requested a Selfie with your ID, which you have provided and it has been sent to the dedicated team.

Additionally, we kindly ask that you provide a bank statement detailing the funds received and their origin, as the uploaded statements do not reflect any amounts corresponding to the deposits made on our site.

Thank you for your understanding and cooperation.

Best regards,

Romancasino

Dear GhaliaStorm07,

thank your continued cooperation.

Dear casino representative,

thank you for the update.

As I mentioned before. we understand KYC verification is an important part of casino gaming. However, in the interest of transparency, we need you to clarify the following:

It no longer seems that current requests are part of a standard KYC check. What is the reason for this? Is this some broader source of wealth investigation? Also, once the requested additional document is provided, can you confirm whether the player’s verification will be considered complete and the withdrawal processed, or are there other requirements pending?

I believe addressing this will help all sides understand the scope of the review and avoid repeated back-and-forth requests. In case there is any evidence that you consider confidential, please let me know at martin.l@casino.guru

Dear Martin,

We would like to inform you that we have provided further information via email. Kindly review it at your earliest convenience.

At this time, no new documents have been submitted.

Best regards,

Romancasino

Dear casino representative,

thank you for the update, I can confirm I have received your message.

Dear GhaliaStorm07,

in case the casino has requested any new documents, please provide them. I would also like to advise you to explain any potential discrepancies in your bank statement to the casino.

I didn’t receive any new emails or requests from Roman casino. The last thing I got was a request to send a bank statement showing the transfer of funds I used to deposit. I already sent that, and it clearly shows where my money came from.

I’ve explained where my funds come from multiple times so I don’t understand why this is still being questioned. As for the "discrepancies" in my bank statement, I honestly don’t know what you mean. I got the statement directly from my bank and sent it exactly as they gave it to me.

Please explain exactly what the problem is, because right now this just feels like I’m being messed around for no reason.

Dear parties,

thank you both for your continued cooperation. To update the thread on the current proceedings, we have sent a couple of questions to the player's email.

Hi,

I sent everything to your email

Dear GhaliaStorm07,

I can confirm I have received your message.

Dear casino representative,

I believe the information we have both received paints a better picture of the situation. Many of the disputed transfers do correspond to winnings from various casinos. I believe the best course of action right now, is to of course match the transfers to the player's deposits. Would you be willing to supply us with the player's deposit history?

Dear Martin,

We have provided the requested information via email. Please review it at your earliest convenience.

Best regards,

Romancasino

Dear casino representative,

thank you for your message. I will send you an additional email shortly.

Dear GhaliaStorm07,

I was only able to match your deposit from 5th of May. Can you please let me know, which Payment Method you have used for your deposits from the 28th of April? Also, are you able to send me a bank statement from the month of April?

I sent you my statement via email.its visible there and casino have it?!

Dear GhaliaStorm07,

thank you for your continued cooperation. We are now still awaiting the casino's response.

Dear GhaliaStorm07,

The previous selfie with your ID has not been accepted. Please retake the photo, ensuring that your forearm, elbow, and the palm holding your ID are clearly visible. The entire ID document should also be unobscured, fully readable, and not covered by fingers, glare, or any object.

Additionally, since casino winnings have been mentioned as your source of wealth, provide a bank statement for April and May in which these winnings are visible.

Thank you for your understanding. If you have any additional questions, please let me know.

Dear Martin,

We have sent you an email with further information. Please review it at your earliest convinience.

Best regards,

Romancasino

Dear casino representative,

thank you for your response. I believe the player has already provided the statements for both April and May. In case this is a misunderstanding and you require one from March instead, which would make sense in my opinion, as some of the deposits made in April cannot be matched by us, please let us know in the thread. I will also reply to your email shortly.

Dear GhaliaStorm07,

regarding the selfie, please proceed as asked by the casino. Also, if you are willing to send the selfie to my email at martin.l@casino.guru, we can determine whether the selfie's quality seems sufficient or give you some more guidance on how to improve its quality.

Regarding the bank statements, I believe providing one from March could help determine the source of funds of the aforementioned April deposits. I can see in the thread, that you had most likely sent this document to the casino already. However, I can not find it in our communication and would therefore like to ask you to send it to my email.

Hi I sent new selfie but I don't understand why you need statements again. Go through email and find them, I sent it. Or you are delaying this because you want to keep money for yourself

Dear GhaliaStorm07,

I would like to assure you that the complaint resolution process is free of charge and we do not accept any funds from either party, regardless of the final outcome.

I have also checked my mail again, and I still cannot see a statement from March. We believe this request is completely justified, as the casino winnings you received in April cannot reasonably be considered the original source of the funds used for your earlier deposits.

Guys I sent it two times already, I sent statements from march to july everything. I will send email chat history to Martin

Dear GhaliaStorm07,

I have responded to your mail.

Dear parties,

I can confirm I have now received the player's statement from March. I will evaluate it and update the thread in the near future.

Dear GhaliaStorm07,

thank you for providing me with your bank statement. I have sent an additional email to the casino and will be awaiting their response.

Dear GhaliaStorm07,

Thank you for providing the new selfie.  

Please note that the issue with the submitted statements is that they do not display winnings from other casinos prior to your deposits. As previously stated, such statements are required for the period of April - May, showing visible withdrawals from other casinos.  

If you are certain that the current statements include this information, please provide confirmation from the respective casino, such as a receipt or a screenshot.  

The provided screenshots refer to transactions made after your deposits to the casino, while other transactions do not appear in the submitted statements.  

If you are unable to obtain such documentation, please contact the relevant casino to request the necessary records.  

If you have any questions, please let us know.

Dear Martin,

We have provided further information via email

Best regards,

Romancasino

Dear parties,

thank you for your continued cooperation.

Dear GhaliaStorm07,

As I believe the March statement is essential to move the process - can I send the PDF you sent me straight to the casino representative to save time? Also, since much of your casino winnings were withdrawn to Mifinity, would you also be able to provide that statement? I believe it could expedite the process.

Dear GhaliaStorm07,

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.

I sent it

Dear casino representative

can you confirm whether you have received the statements?

Dear GhaliaStorm07,

We have received your MiFinity transaction history and the March statement from iCard, which you had previously submitted. The MiFinity statement does not include your name or IBAN, and it remains unclear which transactions reflect received winnings. The iCard statement confirms the account ownership; however, it also does not specify which funds originate from such winnings.

If withdrawals from other casinos appear on these statements, please provide additional documentation such as withdrawal confirmation emails, screenshots of your casino withdrawal history, or payment proofs from the respective casinos. Please note that the emails you previously submitted are from late July, while the required proof must cover the period of March and April, prior to the deposits made to your casino account.

If you are unable to locate the relevant emails or documentation, we recommend contacting the respective casino’s support team, as they should be able to provide the necessary confirmations for the requested timeframe.

Should you require any assistance or have further questions, please let us know.

Best regards,

Romancasino

Dear GhaliaStorm07,

please provide the information as asked. Screenshots corresponding to winnings you received in March, should be sufficient for this I believe.

Also, please provide the casino with a Mifinity statement with your name clearly displayed. Please message me at martin.l@casino.guru, in case there are any issues with this.

As the case has been dragging on for far too long, I would also like to ask you to give us timely responses.

Dear casino representative,

thank you for your message. Have you now thought about the possibility of undertaking a verification call with the player?

Hi, mifinity doesn't show name or iban on statement, I can not change that. You can ask them. And regarding my winnings I will find everything I can and send it to casino

Hi, i sent documents to you both.

Hello GhaliaStorm07,

thank you for your swift response.

Dear casino representative,

please update us on the situation. Is the provided information sufficient?

Dear GhaliaStorm07,

Apologies for the delayed response, there was a substantial review required. The winnings from your withdrawals, along with the Mifinity transaction history, have now been accepted.

As the previously provided bank statements were submitted in separate and varying files, we kindly request that you provide bank statement 2047 as a single document, covering a three-month period (April, May, and June). Please download the statement directly from your banking app or contact your bank’s support team to obtain it. Use of file merging tools is not permitted; the document should be supplied as issued by your bank.

Thank you for your understanding and cooperation. If you have any additional questions, please let us know.

Best regards,

Romancasino

Dear casino representative,

thank you for the update.

Dear GhaliaStorm07,

I’m glad to hear the casino has now accepted both your Mifinity transaction history and the proof of winnings.

At this point, only an official official bank statement covering April, May, and June remains. Please download it directly from your banking app or request it from your bank’s customer support, this should be just a singular PDF with all months covered. Once this is provided, we expect the verification to move ahead without further complications.

Dear GhaliaStorm07,

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.

Dear everyone I already sent statements for March,April, May, June and july

Dear GhaliaStorm07,

I fully understand the frustration with the process, but this truly seems like the last requirement. Please provide the documents as asked, you can also send them to me and I will forward them to the casino representative.

Dear casino representative,

can you please confirm this? In case there are any other obstacles please let us know as soon as possible.

Dear GhaliaStorm07,

The last email we received with documents is dated 13 November and includes the files related to your casino winnings. All previous bank statements were provided as separate files, and some of them were submitted in different formats.​

We have not yet received documentation in the form of a single bank statement for the account ending in 2047 covering a continuous three‑month period (April, May, and June). If you are unable to download one statement for the requested period via your online or mobile banking, we recommend contacting your bank directly to obtain the required document.​

If your bank is unable to provide this documentation, please send us the transcript or screenshots of your correspondence with them confirming this.​

Thank you for your understanding and cooperation. If you have any further questions, please let us know, and we will be happy to assist you.

Best regards,

Romancasino

Dear GhaliaStorm07,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru