RomiBet Casino - El jugador está teniendo problemas con la verificación de su cuenta.

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Dear Bayerneike,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify whether you recognize this card? Does it belong to you? Did you deposit with it in the past?
• Do I understand correctly that you deposited with another card?
• Have you provided any other documents to verify your account, and have they all been approved?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I am unfortunately not familiar with this map.

Yes, I used a different credit card for the deposit, which I also sent to the casino, but it was not accepted.

Yes, I had to verify my ID, my address, and the payments.

Diese Karte ist mir leider nicht bekannt

ja habe eine andere Kreditkarte genutzt zum einzahlen diese habe ich auch ans Casino geschickt wurde aber nicht angenommen

ja ich musste mein Ausweis meine Adresse und die Zahlungen verifizieren

Thank you very much for your reply, Bayerneike. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello dear Casino Guru team and especially Kristina, of course I am sending you the message history between myself and support. I have checked and I can tell you that my first complaint was written on April 27, 2026, and I have been doing this every day since, and every day I get the same answer: it will be forwarded to the team, but then nothing happens.

This is just a fraction of what I wrote to support, but I can tell them it's always the same. I write that the card is faulty and doesn't belong to me, and I ask for it to be changed, but I always just get the response that it's being forwarded, and nothing ever happens. Yesterday I pointed it out to support again, and now I'm not getting any response at all. I'm at a loss.

I hope you can help me.

Best regards

Hallo Liebes Casino Guru Team und speziell Kristina selbstverständlich sende ich ihnen den nachrichten Verlauf von mir und dem Support ich habe nachgesehen und ich kann ihnen sagen das die erste Beschwerde von mir am 27.04.2026 geschrieben wurde und ich das jetzt jeden Tag mache und ich jeden Tag die gleiche Antwort bekomme es wird ans Team geleitet und dann passiert trotzdem nichts

das ist nur ein Bruchteil von dem was ich mit dem Support geschrieben habe ich kann ihn aber sagen es ist immer das selbe ich schreibe das die Karte fehlerhaft ist und nicht mir gehört und bitte geändert wird aber ich bekomme immer nur als Antwort es wird weitergeleitet und passieren tut es nicht gestern habe ich nochmal drauf hingewiesen beim Support jetzt erhalte ich schon keine Antwort mehr leider ich bin Rat los

ich hoffe Sie können mir helfen

mit freundlichen Grüßen

Good day

I wanted to give you an update. Today I sent my credit card details to the casino again, the same one used for the deposit. Shortly after, I received a message asking me to upload my virtual card, which I did. Since then, I've been getting a new message that I don't understand because it doesn't contain any information.

Guten Tag

ich wollte ihnen mal ein neues update geben ich habe heute noch einmal meine Kreditkarte an das Casino geschickt mit der die Einzahlung gemacht wurde kurze Zeit später würde mir angezeigt ich soll meine virtuelle Karte hochladen dieses habe ich auch getan und seit dem habe ich jetzt eine neue Anzeige bekommen die ich nicht verstehe da diese nichts beinhaltet

Good day

I wanted to give you an update yesterday when I saw that my withdrawal was no longer blocked. I tried to make a withdrawal, but unfortunately, I kept getting an "unexpected error" message. After speaking with live chat, it was blocked again, unfortunately.

Guten Tag

ich wollte ihnen ein neues Update geben als ich gestern gesehen habe das meine Auszahlung nicht mehr gesperrt ist wollte ich eine Auszahlung vornehmen leider kam dann immer es ist ein unerwarteter Fehler aufgetreten nach dem ich mit dem Live Chat gesprochen habe ist es wieder gesperrt leider

Dear Bayerneike,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Bayerneike,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RomiBet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Good day dear Casino Guru Team

Dear Martina, I wanted to give you a small update on the case. Yesterday at 1 p.m. I was able to withdraw 450 euros, and today at 9 a.m. I was able to withdraw the remaining 250 euros. I hope that the money will now be transferred to me.

Best regards

Guten Tag liebe Casino Guru Team

ich wollte ihnen liebe Martina ein kleines update zum Fall geben gestern um 13 Uhr konnte ich eine abhebung über 450 Euro vornehmen und heute um 9 Uhr konnte ich die restlichen 250 Euro abheben ich hoffe jetzt das das Geld zu mir überwiesen wird.

mit freundlichen Grüßen

Good day again

The payment of 450 was credited to my account today.

Best regards

Guten Tag nochmals

die Auszahlung von 450 ist heute auf mein Konto eingegangen

mit freundlichen Grüßen

Dear Bayerneike,

Thank you for contacting us.

We kindly inform you that the verification of your account and your withdrawal have been both completed successfully. Please, rest assured that your last withdrawal request will be finalised as soon as possible.

Thank you for your patience and understanding.

Best regards,

Romibet Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bayerneike,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina