Romancasino - プレイヤーの撤退が遅れています。

I want to share my disappointing experience with Roman Casino, a platform I trusted for online gaming. For almost two weeks now, I’ve been trying to withdraw my winnings, but they keep multiplying their verification requests, making the process endless.

At first, their requests were understandable: providing an ID and proof of address, which I promptly submitted. However, once my account was "verified," they kept sending emails asking for new documents: the last 3 months of pay slips, proof of income sources, detailed bank statements showing all my transactions, and even proof of "additional sources of income." These requests are not only excessive but seem designed to prevent me from withdrawing my winnings.

Every time I submit a document, they confirm that my account is verified, only to come back a few minutes later with yet another demand. This strategy feels more like an attempt to discourage withdrawals rather than a legitimate procedure.

I am extremely frustrated with this kind of treatment. This site does not honor its commitments to players and does not deserve the trust of its users. i wish i was wrong and I hope they take this issue seriously and process my withdrawal promptly,

Dear jamelbenaichaoui,

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 provide a screenshot confirming the verification status of your account in the casino?
• Could you please list which documents you provided so far?
• Could you please share with me your communication with the casino, especially the most recent requests from the casino for new documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas

Despite providing all the requested documents, including:

A copy of my passport,

Video verification,

Proof of address (mail),

My phone number,

My last three pay slips,

Transaction history (including deposits to the casino), and

Source of funds,

The casino continues to request additional documents. I have already complied fully with their verification process and provided everything I have available. At this point, I do not possess any further documentation to provide.

PS:I forwarded you the emails I received from the site to complete the verification.

Dear Tomas,

I wanted to let you know that I finally received my withdrawal after about two weeks. However, after this experience and the signs indicating an intention to confiscate the money, I’ve decided not to play on this site anymore. Thank you again for your valuable help.

Dear jamelbenaichaoui,

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, 

Tomas

Casino.Guru