Romancasino - O pagamento do jogador foi atrasado.

made a withdrawal on January 28th at 12:00 PM. Eight agents assured me, after 24 hours, that I would receive my payment within 48 hours. After 48 hours, they assured me I would receive it within 72 hours. The terms and conditions state within 72 hours. Of course, nothing. Still no confirmation. I went to the chat, and the woman there told me she was suspending my account to expedite the payment. Later, they sent me some tests from Responsible Gaming. I completed them, although I don't know why they sent them. Another 26 hours have passed, and nothing has happened. No response to emails.

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Dear Rajty121,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They paid me some ridiculous amounts of money once. I think they only pay small, independent payments, but not larger ones. It looks like a Ponzi scheme to me. A typical pyramid scheme.

I have everything verified. They themselves wrote that everything is fine and I don't need to take any action.

For 80 hours, they've been lying on time, saying the payment will be made immediately. On Saturday, today, on time, the woman said the finance department is thoroughly investigating my case and I'll receive my release in a moment. And so, my priority fortress has been broken for 80 hours.

Their regular system is persistent, with a maximum processing time of 72 hours for payment approval. In a few hours, we'll have double that.

They lie constantly. They claim they're checking something. I'm sure they won't pay it out.

now thy claims is technical error.......

They keep alternating between these four explanations:

1.There are a lot of transactions.-you must wait.

2.We are checking the profile.

3.Sometimes higher transaction volumes may cause slight delays — and we truly appreciate your patience during this time.

4.A technical error. - A technician is currently working on your case. He's been working on it since Tuesday.....😀

Every day They said their IT specialists were working on it. They assured me about it every day and said it would be resolved soon. And now they've stopped responding to emails........😀

As I thought from the beginning, they have no intention of paying it out.

They have been talking nonsense for 12 days that it is a technical error and that the IT team is working on it all the time.

now is 14 days. so what now?

Dear Rajty121,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing has changed. They still haven't paid me. I've been asking for 12 days, and for 12 days they've been saying that the programmers are fixing a technical error. 12 days!!!!! In the chat, the agent said that my case was unique and they'd never encountered anything like this before. And that the IT team is constantly fixing the error.

I'm an IT specialist myself. This story is completely absurd.

In 12 days these programmers would have managed to write a new Windows.....

Are you see my post?

hello are you there?? you do something????

I don't quite understand what now? Are you doing anything? Should I do something?

Dear Rajty121,

Thank you for your messages. I understand that the situation is frustrating, and I assure you that we are here to properly review your case.

In order to proceed and assess the situation accurately, I kindly ask you to provide the following screenshots directly here in the complaint thread:

• A screenshot of your casino account profile page (showing your account status/verification status).

• A screenshot of your withdrawal history, clearly showing the amount (zł1026), the date requested, and the current status.

• Screenshots of your communication with the casino (chat transcripts or emails), especially where they mention the technical error, IT investigation, delays, or account suspension.

These documents are essential for us to verify the timeline and the explanations provided by the casino before we proceed further.

Once you upload them, we will review everything carefully and continue with the next steps.

Thank you for your cooperation.

Where should I send them to you?

Gdzie mam je wam przesłać?

i sent you email.with screens

to  complaints@casino.guru

Dear Rajty121, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

Hi Karla i sent you email with screens.

karla.m@casino.guru do you recive???

Could you please confirm that you have passed the KYC verification? YES U HAVE I SEND YOU SCREEN!

Did you accumulate your winnings with or without an active bonus? NO BONUS. I DEPOSIT AND PLAY FOR MY MONEY

Did you play casino games or bet on sports? I PLAYED SLOTS GAMES for this winings

AGAIN THEY STILL WORKING 23 days.......

Carla i forward to your email next email from Romancasino now is

"sometimes higher transaction volumes can lead to slight delays"

Dear Rajty121, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

28 January i withdraw money.

Same method as always. Skrill

Could you please clarify the exact date when you requested the withdrawal?

28 January at 12.10 pm

· Could you let us know how long did your last successful withdrawal took to be processed?

48 hours

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

Same method as always. Skrill

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

IS one month i sent you screenshot

Dear Rajty121,

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 dedicatedLucia, lucia.s@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,

Karla Mayfly

Hello Rajty121,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Romancasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia