Romancasino - 플레이어의 계정은 인출 보류 상태로 폐쇄되었습니다.

In December 2024 I registered at RomanCasino, deposited about 1000PLN(250euro). Since January 2, I have been trying to withdraw the 1435PLN(350euro)that I won at this casino. For 14 days my withdrawals have been canceled 10 times and I have not received any money to this day. I contacted support, which explains technical problems, so I ordered withdrawals through various methods and each was canceled within 24 hours. Today I tried to log in to my account at RomanCasino and the account was blocked for no reason with my winnings of 1435PLN. My account is 100% verified. The winnings come from my deposits. I haven't been able to withdraw any money since I opened my account a few weeks ago

Dear krzysztofgolabek,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

in the casino I played mainly on royal joker slots and sports betting. unfortunately I do not have recorded conversations with support from romancasino, because I contacted them via livechat. they do not reply to my emails. on livechat they explained every day to try another payment method, but it did not help. the account was blocked yesterday and I did not receive any information why.

Thank you very much, krzysztofgolabek, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello krzysztofgolabek,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Roman Casino representative to join this conversation and participate in resolving this complaint.

Dear Roman Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello!

Thank you for bringing this matter to our attention.

The player's account was closed per administrative decision, and all deposits will be refunded to the bank for which he provided credentials.

Let us know if you have any further questions.

Best Regards,

Romancasino

Dear Roman Casino,

Thank you for your response and the information provided.

Could you state what is the amount of deposits? Why did you decide that you won't pay the winnings to the player?

I'll be awaiting your reply.

Dear Stefan,

Thank you for your attention.

The amount of deposits that will be refunded is 1100 PLN ~ 261 EUR. We have sent an email with further explanations regarding our decision, please check it.

Let us know if you have additional questions.

Best Regards,

Roman Casino

As you might know, our forum deals with complaints about online casinos only. I understand it must be frustrating for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue communicating with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.

If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru. Thank you very much for your understanding.

Kind regards,

Stefan, Casino.Guru