Romancasino - La retirada del jugador se ha retrasado.

I am filing a formal complaint against Roman Casino for failing to process my legitimate withdrawal of €218.37.

I registered for their welcome offer, completed all wagering requirements, and initially withdrew €350 on August 13, which was processed successfully after completing verification which included proof of payment and a live photograph.

On August 15, I requested a second withdrawal of €218.37.

Since then, the casino has repeatedly delayed payment by making unreasonable and impossible documentation demands. They requested documents such as proof of ownership for my self-custody Exodus wallet and recharge/account statements that do not exist. I repeatedly explained this and instead provided verifiable blockchain transaction IDs as proof of deposits.

On September 1, the casino confirmed my account was verified. Despite this, my withdrawal was cancelled on September 5.

On September 6 and September 8, they requested additional impossible documents again. I responded on September 9 with an explanation and proof of payment via blockchain.

My subsequent follow-up emails (September 21 and 28) have been ignored.

This behavior constitutes obstruction of withdrawals and failure to honor winnings. I request that Roman Casino be compelled to process my €218.37 withdrawal without further delay.

I can provide all supporting evidence:

Emails and correspondence with the casino.

Blockchain transaction IDs showing deposits.

Screenshots of my account and cancelled withdrawal.

Sincerely,

Carlos

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Romancasino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you used the same payment method for your deposits and your first payout?
• Could you please share with me your communication with the casino regarding the verification requirements you are describing in your post? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

I played slots at this casino.

I used the same payment method for my deposit and first withdrawal.

I will forward my emails to you at your email.

Thank you,

Carlos

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

Dear Carlos6969,

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 Jana and Carlos6969,

In this situation, the player may provide a document showing the replenishment of their Binance wallet or exchange account - screenshots from these platforms or any other supporting documentation that demonstrates a positive balance are acceptable.

We recognize that the verification process can be time-consuming and may require extra effort, but it is an essential compliance step on our platform. As stated in our Terms and Conditions, we reserve the right to request identification documents and to verify deposit and withdrawal methods. Without the necessary cooperation and documentation from the player, we are unable to proceed with the case.

Thank you for your understanding.

Best regards,

Romancasino

Dear Romancasino representative,

thank you for your reply. The player has provided his transaction ID showing the deposit to the casino. We believe this is sufficient to verify the deposit and release the player’s funds.

Hello Carlos6969,

Please note that the requested documents are required to confirm proof of ownership of your wallet, as this verification has not yet been completed and forms part of our standard AML procedure.

Additionally, these documents will assist us in verifying the source of wealth and ensuring that the funds originate from legitimate sources.

Thank you for your cooperation.

Kind regards,

Romancasino

Dear Carlos6969,

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 Roman Casino Support,

Thank you for your message.

Please note that Exodus is a non-custodial wallet, which means it does not provide user accounts, identity verification, or documentation that can serve as "proof of ownership." The wallet is fully decentralized and controlled solely by the holder of the private keys.

To help verify ownership, I can provide the following, again:

A screenshot of my Exodus wallet clearly showing my wallet address and recent transactions, including the payment made to your casino.

The transaction ID (hash) of the payment, which can be publicly verified on the blockchain and confirms that the funds originated from my wallet.

Unfortunately, Exodus cannot issue any personalized documentation or statements containing my name or other identifying details, as it does not collect that information.

Please confirm if this evidence is acceptable for verification purposes.

Kind regards,

Carlos

Hello Carlos6969,

Thank you for your cooperation and for taking the time to assist us with the verification process.

To proceed with the verification of your account, we kindly ask you to provide a document that confirms the deposit made into your e-wallet. This document must clearly display that the e-wallet belongs to you and must include details of the transaction used to fund it.

As an example, you can submit a bank statement or another official financial document showing the e-wallet details, and the specific deposit transaction made to replenish your wallet. Please ensure that all relevant information is clearly visible while keeping any unrelated details hidden if you prefer.

Your understanding and prompt response are greatly appreciated, as this will help us finalize the verification of your account without further delay.

Best regards,

Romancasino

Dear Carlos6969,

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,
Jana
Casino.Guru