Romancasino - El jugador afirma que el pago se ha retrasado.

Hello,

I withdrew $500 two weeks ago. They said everything was fine and the money would arrive within five days at the latest. But after five days, they said the withdrawal had failed, without giving any reason.

Afterwards I lost €200 and wanted to withdraw €300. They said everything was fine, but five days passed and no money arrived in my bank.

Hallo,

ich habe vor 2 Wochen 500 ausgezahlt die meinten alles passt, spätestens nach 5 Tagen würde das Geld kommen. Aber nach 5 Tagen hieß es ohne Angaben von Gründen die Auszahlung ist fehlgeschlagen.

Habe danach 200€ verspielt wollte 300€ auszahlen wieder hieß es das alles passt aber wieder sind 5 Tage vergangen wieder kein Geld angekommen auf meiner Bank.

Dear Ozak68,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Ozak68,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

Unfortunately, I still haven't received the money. I was told that the money was successfully paid out this time, but I still haven't received anything.

Hallo,

leider habe ich immer noch nicht das Geld erhalten, mir wurde gesagt, dass das Geld diesmal erfolgreich ausgezahlt worden ist aber ich habe immer noch nichts erhalten.

Dear Ozak68, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Hello,

I have sent you an email.

Best regards

Hallo,

ich habe Ihnen eine e-mail zukommen lassen.

Viele Grüße

Dear Ozak68, could you please confirm the status of your most recent withdrawal request from May 10? Is it still showing as pending, or was it also canceled like the previous ones?

Hello,

No, like the previous ones, it simply says "paid," but I haven't received anything. Even the other withdrawals that came back into my account simply say "paid." I contacted support again yesterday, and they said they'd take care of it, but again, nothing happened. I haven't received a response.

Hallo,

nein wie die vorherigen steht da einfach bezahlt dorten, aber ich habe nichts bekommen. Selbst bei den anderen Auszahlungen welche wieder auf mein Spielerkonto kamen, steht ei fach bezahlt. Habe gestern nochmal den Support angeschrieben, Sie meinten die kümmern sich darum aber passiert ist wieder nichts, habe keine Antwort erhalten.

Dear Ozak68, could you please provide screenshots of your withdrawal requests, including their current status and all related details?

I wrote them an e-mail

Ich habe ihnen eine e-mail geschrieben

Dear Ozak68, was the last withdrawal you requested on May 10? And is that one also marked as "paid", but the money never arrived in your payment method and it also hasn’t been returned to your casino account?

Could you please also share the communication where the support team told you they would take care of it? And have you received any updates from them since then?

Dear Ozak68,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.