Romancasino - El retiro del jugador se retrasa debido a solicitudes excesivas de documentos.

Hello, i tried to withdraw from romancasino and they asked for extra documents, but its a horror, they asked for id and proof of address, proof of deposit and proof of funds, what is my income in the last 3 months, I have property and i rent out for other people and they pay me, there is a official and valid agreement with every little detail, why they dont want to accept it because they say its not from the goverment

Of course it not from goverment, goverment in Hungary never do this, if you do an agreement with every detail and you have your signature its automaticly 100% valid and they dont understand and they dont accept it

Also I didnt even deposited to them that much i dont know why they ask this

(I have also savings from my old property sale, but they asked for 3 months old proof of funds, i dont know why only 3 months, everybody have savings and my property sale is like 2-3 years, but its a larger one)

Im sure they just dont want to pay and thats why they asks these insane thing

I also can send the documents to you, just give me an email

Thank you

Dear Martonjulian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your income seems to be the only issue here? Has the casino approved the rest of your documents?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Yes, they did accepted

And yes in jpg as photo

I can send to you also

Thank you very much for your reply, Martonjulian. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Martonjulian,

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.

Hello, sorry for the late respond

I got this email from them today

Take in mind i didnt even won any money from bonus, so i dont know what they are talking about

Do I understand correctly that the casino confiscated your entire balance? Please forward this message you received from the casino to me.

Dear Martonjulian,

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.

Yes, they took all of my money for no reason

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you had $6,000 (dispute value) in your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you.

Dear Martonjulian,

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.

We’ve reopened this complaint at the request of Martonjulian. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Has there been any news since our last communication?

No, nothing, they dont respond

Thank you very much, Martonjulian, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Martonjulian,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Roman Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roman Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal and verification?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Martonjulian!

`Thank you for bringing this matter to our attention.

After a thorough investigation, we regret to inform you that the account was closed, and the winnings were confiscated in accordance with our Terms and Conditions. Our records indicate that the players gameplay violated the rules regarding the misuse of bonuses, specifically by engaging in practices aimed at securing cashouts unfairly or taking advantage of bonus features. This includes delaying game rounds, such as free spins or bonus features until wagering requirements have been cleared or performing new deposits while still having bonus features available.

Additionally, our terms prohibit player collusion and the use of any kind of automated tools or programmed devices to participate in gameplay. The activity on your account has been deemed to fall under these restricted practices, which led to the closure of your account and the confiscation of winnings.

We understand that this outcome may be disappointing, but as a regulated casino, we are obligated to uphold our rules to ensure fair play for all users. Should you have further questions regarding this decision or need additional clarification, please feel free to reach out.

Dear Kubo,

We have sent you an email with further information on the matter, please check it.

Best Regards,

Roman Casino

Dear Roman Casino,

Thank you for providing the additional information regarding this case.

Dear Martonjulian,

The evidence provided by the casino supports the suspicion of collusion. While Casino Guru does not consider inviting family members to a casino a direct violation of the terms and conditions, there are clear indications that this strategy has been used across multiple casino providers. Given this pattern, it is difficult for us to believe that your actions were carried out in good faith.

I understand this may not be the outcome you were hoping for, but based on the information available, we believe this is the appropriate decision.

To avoid similar issues in the future, I strongly recommend avoiding referrals involving family members or using their referral codes.

As a result, I must reject your complaint.

Thank you for your understanding.

Best Regards

Kubo