Romancasino - El jugador enfrenta retiros retrasados y verificaciones repetidas.

Hello!

I've been trying to withdraw the money since October 6th. I've already sent about 15 documents, and the account has been fully verified three (!) times, only to be reopened and demand something new again.

Please help

Hallo!

Seit 6. Oktober versuche ich das Geld auszuzahlen. Ich habe ca. 15 Dokumente schon geschickt, das Konto war auch schon 3 (!) mal vollständig verifiziert, um dann wieder aufzumachen und wieder irgendetwas neues zu verlangen.

Bitte um Hilfe

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Which documents did you send to the casino for verification, and when exactly did you send the last one?

Which documents has the casino requested from you most recently?

What payment methods have you used to deposit money into this casino?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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,

Veronika

Hello! Thank you for the quick reply.

What documents did you send to the casino for verification and when exactly did you send the last one?

Long list:

passport

Proof of address

then again proof of address in pdf format

additional proof of address

then passport with selfie

Passport with selfie with piece of paper with a number

Account details from the Coinbase account

Proof of deposit of both BTC deposits

then proof of deposit again, but with the hash ID

the document again, but "embedded" in the APP

Proof of ownership of the crypto wallet

and after almost a month of the KYC process, I've probably already forgotten something.

What documents did the casino recently request from you?

Bank statement/Wallet verification (which was actually already completed)

What payment methods did you use to deposit money into this casino?

BTC deposit

What types of games did you play? Were they slots, live casino games, or did you bet on sports?

More sports betting, but also a bit of casino/slots

Hallo! Vielen Dank für die schnelle Antwort.

Welche Dokumente haben Sie zur Überprüfung an das Casino gesendet und wann genau haben Sie das letzte gesendet?

Lange Liste:

Reisepass

Adressnachweis

dann nochmal Adressnachweis in pdf Format

zusätzlicher Adressnachweis

dann Reisepass mit Selfie

Reisepass mit Selfie mit Zettel mit einer Nummer

Kontodetails vom Coinbase- Konto

Einzahlungsnachweis der beiden BTC- Einzahlungen

dann nochmal Einzahlungsnachweis, aber mit der Hash- ID

das Dokument nochmals, aber "eingebettet" in der APP

Eigentumsnachweis für die Krypto-Wallet

und wahrscheinlich habe ich nach dem fast einen Monat KYC- Prozess sicher schon irgendetwas vergessen.

Welche Dokumente hat das Casino zuletzt von Ihnen angefordert?

Kontoauszug/Wallet- Verify (das eigentlich schon abgeschlossen war)

Welche Zahlungsmethoden haben Sie verwendet, um Geld in dieses Casino einzuzahlen?

BTC- Einzahlung

Welche Arten von Spielen haben Sie gespielt? Waren es Spielautomaten, Live-Casinospiele oder haben Sie auf Sport gewettet?

Mehr Sportwetten, aber auch bisschen Casino/Slots

Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Kindly include the documents that you most recently sent to the casino and that have not yet been verified as well. I appreciate your patience and cooperation.

Thank you very much, DiePartei, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear DiePartei,

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.

Dear DiePartei,

We would like to inform you that your documents have been accepted and your withdrawal has been successfully processed on our side. Please note that cryptocurrency withdrawals may take up to three hours to appear in your wallet.

If you do not receive the funds within this timeframe, please let us know.

Best regards,

Romancasino

Dear DiePartei,

please keep us updated when you receive your funds.

The money was transferred today (thanks to your intervention). Thank you very much. However, the casino's rating is in no way justified.

Best regards

Geld wurde heute (aufgrund eurer Intervention) überwiesen. Vielen Dank. Das Rating des Casinos ist aber in keinster Weise gerechtfertigt.

Liebe Grüße

Dear DiePartei,

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