Romancasino - 플레이어의 계정이 예기치 않게 폐쇄되었습니다.

Hello, I played with roman casino for a long time, i had many deposits and withdrawes, i completed the KYC a long time ago and all the sudden my account is blocked for some reason, i cant access to live chat or agent anymore, i wrote email but didnt got any answer

Dear Drakkor,

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

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

• Could you please advise when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• When was the last time you were in contact with the casino and what did you discuss?

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,

Tomas

I dont know when its been blocked exactly because i didnt got any email about it, i found out yesterday

I played everything

Yes, some of it from bonus, but not a lot

I wrote them yesterday, but no respond, also i cant contact them in live chat

Hello, they still didnt responded to me

Thank you very much, Drakkor, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 Drakkor, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Roman Casino representative to join this conversation. 

Dear Roman Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear All,

Thank you for bringing this matter to our attention.

We are committed to resolving this issue in a way that benefits both parties, and to proceed, we kindly request the player to provide a bank statement that includes all deposit transactions made using the credit card ending in **0700. Additionally, please upload proof of deposit (POD) for the following dates and times:

2024-09-27 at 09:55:13

2024-10-12 at 08:09:49

2024-10-23 at 15:27:38

Having these documents will allow us to verify the necessary details and work toward a timely and satisfactory resolution.

Thank you again, and please feel free to reach out with any questions.

Best Regards,

Roman Casino

I uploaded everything

Hello, you declined it and I dont know why

Can you clarify it?

Dear Drakkor,

We apologize for the delayed response.

Upon reviewing the bank statement for the credit card ending in **0700, we noticed that several deposits appear to be missing. Could you please provide a statement that includes all deposits made from this card?

Thank you for your cooperation, and please let us know if you have any questions.

Best Regards,

Roman Casino Team

I sent everything

Thank you Drakkor.

Dear Roman Casino,

have you received the requested documents, please? Additionally, is there anything else you may require, please?

Hello!

Thank you for providing the requested documents.

We want to assure you that we are currently working on this with priority, and our team is dedicated to resolving the issue for the benefit of both parties. We will keep you updated with any progress and aim to resolve this as quickly as possible.

Thank you for your patience and cooperation. If you have any further questions or need assistance, please don’t hesitate to contact us.

Best Regards,

Roman Casino

Dear Roman Casino,

thanks for the update. Is there any new development regarding this case, please?

Dear all,

Thank you for your patience as we continue to investigate this matter. We understand the importance of resolving your concern and want to assure you that our team is actively working to find a suitable solution.

This case remains a priority for us, and we are collaborating with the necessary departments to address all aspects thoroughly. We are committed to ensuring a fair outcome for everyone involved and will provide updates as soon as new information becomes available.

Should you have any additional details or questions, please feel free to share them with us.

Kind Regards,

Roman Casino

Okay, but its been almost a month now

Dear Roman Casino,

do you have any news regarding this case, please?

Hello!

We genuinely value your patience as we work to address your concerns.

Resolving this issue is of the utmost importance to us, and we are dedicated to conducting a thorough review to ensure we handle it carefully and fairly. Our team is currently investigating the situation in detail to gain a full understanding of the circumstances and determine the best resolution.

We remain committed to achieving an outcome that is fair to all parties involved and are taking steps to prevent similar situations from happening in the future.

We greatly appreciate your understanding as we complete our review. Updates will be provided as soon as we have further information to share. In the meantime, if you have any questions or additional information to provide, please feel free to reach out.

Best Regards,

Roman Casino

Dear Drakkor,

Thank you for being so patient and understanding.

All documents were approved after careful investigation except the screenshots you provided as proof of funds. Could you please upload a bank statement showing the requested information, after this is done the review will be completed.

We are looking forward to your reply.

Best Regards,

Roman Casino

Dear Drakkor,

We apologize for any misunderstanding regarding the requested information. To proceed with resolving this matter, we kindly ask you to provide a document showing the source of your wealth. This document is an important part of our review process and will help us finalize the resolution of your case.

Please provide the requested document as soon as possible so that our team can review it promptly. Should you have any questions or require assistance in submitting the document, feel free to reach out to us.

Thank you for your cooperation and understanding.

Best Regards,

Roman Casino

I sent it

Dear Drakkor, 

thanks for the update.

Dear Roman Casino,

have you received the required paperwork? Should you need any additional documents or further information, please do not hesitate to let us know.

And I sent it and you accepted it, so please after 1.5 do the verification

Dear Drakkor,

Thank you for the reply.

Unfortunately the bank statement you have sent was altered, please provide us with a bank statement or a few bank statements that reflect the source of your income/ wealth for the past six months, and please do not edit or alter the bank statement.

We are looking forward to your reply.

Best Regards,

Roman Casino

I dont know if they really that dumb or not, but i sent all the screenshoots and documents about my proof of wealth, casino.guru, if you give me an email i can send you as well everything so you can tell the casino to accept it

Dear Drakkor,

could you please send the above mentioned documents to katarina.d@casino.guru, please?

Sent it

Dear Drakkor,

thanks for the update.

Dear Roman Casino,

could you please confirm if you have received all necessary materials? Is there anything else you might request?

Hello!

After thoroughly reviewing the issue on this player, as well as related persons, we have come to the conclusion that the player invited by the applicant through our referral program has the same betting pattern with the aplicant. The winnings were confiscated according to our Terms and Conditions:

RomanCasino prohibits player collusion and does not allow any kind of robots and programmed devices to participate in gameplay and The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player.

This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

Best Regards,

Roman Casino

I see you have problem with my refer a friend program (because in you other products where i was not able to refer anyone they paid my money) , which you offered so i dont know why its so bad if i used it, i didnt shared tips with anyone and i do not violeted any terms, if you had such a big problem with your own refer a friend program then you can deduct the amount i got from it and pay the rest out, so i really dont know why its so bad if i refered someone, he dont live in the same place, we dont share tips, i just told him about this bookmaker, but i regret that now

You stole all of my money for no reason at all

This refer a friend program is just a trap so they can rob you, very nice site, i will write this everywhere i can, multiple times to all of your products

Casino.guru, please ask them how i broke any terms with the refer a friend program and how so, if we dont even live in the same place, we dont share tips or adviced

Dear Drakkor,

thanks for the message

Dear Roman Casino,

thanks for sharing all of the information above. I would like to assure you, that we take every accusation very seriously. That is why I would like to ask you to provide documents, screenshots or other evidence to support your claims. You can send them to katarina.d@casino.guru.

Dear Katarina,

We are sorry for the delayed reply and than you for being so patient.

We have sent the requested information to the provided email, please check it.

Let us know if you have any additional questions.

Best Regards,

Roman Casino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Drakkor,

I wanted to assure you that we are actively working on your case. I will keep you updated and share any news in this thread as soon as it becomes available.

Dear all,

Thank you for your patience and understanding as we address this matter. We want to assure you that our team is actively working on gathering the requested information. Once the necessary details have been finalized, we will send them to you immediately.

We sincerely apologize for the slower response times during the holiday period and greatly appreciate your continued patience and cooperation.

If you have any additional questions or require further clarification in the meantime, please don’t hesitate to let us know.

Best Regards,

Roman Casino

Dear Katarina,

Thank you for being so patient.

We replied to your email with the requested information, please check it.

We remain at your disposal if you have any further questions.

Best Regards,

Roman Casino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Katarina,

Thank you for being so patient.

We have provided the requested information, please check the email.

Best Regards,

Roman Casino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Drakkor,

I want to assure you that your case is currently being reviewed in collaboration with the casino representative external to this thread. I will communicate any updates at the earliest opportunity.

Dear Katarina,

Thank you for responding.

We've sent the requested information to your email, please check it.

Best Regards,

Romancasino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Katarina,

We are sorry for the delayed reply.

We have replied to the email, please check it.

Kind Regards,

Roman Casino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Katarina,

Thank you for replying.

We replied to your email, please check it.

Best Regards,

Roman Casino

Dear Roman Casino,

thank you for your email. I have followed up with a response.

Dear Katarina,

Thank you for your patience.

We replied to your email, please check it once again.

Best Regards,

Roman Casino

Dear Roman Casino,

Thank you for your email and for your cooperation in this matter.

Following a thorough review of this case, we have concluded that the closure of Drakkor's player account is unwarranted. The player demonstrated a willingness to complete full verification and cooperated fully with all requests. While the player utilized the casino's referral program and referred a family member, we do not consider this a sufficient justification for account closure and confiscation of winnings. As such, this case will be closed as unresolved, resulting in a corresponding decrease in the casino's safety rating.

Dear Drakkor,

We regret to inform you of this outcome. We have made every effort to advocate for your case with the casino, presenting the pertinent facts. Unfortunately, these efforts were not met with a satisfactory level of understanding. We are concerned that we have exhausted all available avenues to assist you in recovering your funds. We recommend that you contact the Curacao Gaming Control Board at https://www.gamingcontrolcuracao.org/contact. They may be able to provide further assistance in resolving this issue. In case you need any assistance, please do not hesitate to contact me via email: katarina.d@casino.guru.

The casino can reopen this case anytime.

Dear Drakkor,

After reviewing the additional documents and information related to this complaint, I must change the status to unjustified.

The evidence recently provided supports the casino's suspicion of collusion. While we at Casino Guru do not consider inviting family members to a casino a breach of terms and conditions, there are indications that you may be employing this strategy across multiple casino providers. Given this apparent pattern, it is challenging for us to believe that your actions were conducted in good faith.

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

To prevent similar situations in the future, I recommend avoiding referral bonuses or, at the very least, refraining from referring family members. Thank you for your understanding.

All the best,

Katarina