Roman Casino - 플레이어의 출금이 지연되고 복잡합니다.

Hello,

I am trying to withdraw one month now, I deposited through MasterCard, I tried sepa bank transfer to withdraw.they cancel it initially because of my address I verified it then they told me for a while ti try again and again after 10 or more failures they told me that the IBAN is not correct (I withdraw Normally in every other casino with this IBAN) i tried 3 other ibans still the same, after they told me to try netteller I tried it and still the same (they tild me that O cant use it because I didn't deposit through this even they told me to try .they torture me every day, they have a customer support but they tell me the same things every time without helping me

Dear focaras,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Good evening Christina,

I haven't been able to make any successful withdrawals at this particular casino, but with the same methods I've been withdrawing for years at over 20 online casinos.

I have verified my account with photo id and selfie and my account looks verified by the casino as well.

I didn't have any active bonuses.

I believe they are entering my address incorrectly, they don't ask me during the withdrawal process, they only ask for my IBAN and name

Καλησπέρα Χριστίνα,

Στο συγκεκριμένο καζίνο δεν έχω καταφέρει να κάνω καμιά επιτυχημένη ανάληψη, αλλά με τις ίδιες μεθόδους κάνω αναλήψεις εδώ και χρόνια σε πάνω από 20 ινετρνετικα καζίνο.

Έχω επαλήθευσει το λογαριασμό μου με φωτογραφίες λογαριασμών ρεύματος ταυτότητας και με selfie και ο λογαριασμός μου δείχνει επαληθευνος και από την πλευρά του καζίνο.

Δεν είχα κανένα ενεργό μπόνους.

Πιστεύω ότι καταχωρούν λάθος τη διεύθυνση μου, δε μου ζητάτε κατά την διαδικασία της ανάληψης,μου ζητάνε μόνο το IBAN και το όνομα μου

Thank you for your reply, focaras. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, 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.

there are 20 screenshot like these that I have to upload, every try is cancelled except from my deposits (13 20€ accepted deposit before my first withdrawal attempt )

Thank you very much, focaras, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you focaras for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roman Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear All,

We have thoroughly investigated the matter and can now confirm that the player has successfully withdrawn their funds. The delay occurred due to a technical issue, as the player was unable to enter the correct address manually, and this had to be resolved by our development team.

We sincerely apologize for the inconvenience and the prolonged wait. Thank you for your understanding, and we appreciate your patience.

Best Regards,

Roman Casino

Thank you very much for the update Roman Casino representative.

Dear focaras, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear focaras,

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.