RomiBet Casino - A conta do jogador não foi verificada.

Dear CasinoGuru Team,

I would like to file a complaint.

I won with bonus money at the "RomiBet" casino on November 27, 2025.

I requested a payout on November 28, 2025.

Verification was requested on December 3, 2025.

The verification was carried out immediately on (03.12.2025).

On December 15, 2025, I contacted the live chat of "RomiBet" to ask why the verification had not been processed.

The employee discussed the request with the team of experts.

Now I should upload a "selfie" and my e-wallet again, which I already did on December 3rd.

I uploaded the requested documents immediately.

The employee said that this would now be processed within three days.

On December 19, 2025, I contacted live support again, and they told me I was in the queue and that my verification was being processed.

On January 5, 2026, I contacted live support again because the verification was still "in progress".

The employee said that processing would take time.

Please address this issue; it is very customer-unfriendly not to process the verification and to request the same documents twice.

Nothing happens.

Thank you very much,

Kavaloa

Sehr geehrtes CasinoGuru Team,

ich möchte eine Beschwerde einreichen.

ich habe im Casino "RomiBet" am 27.11.2025 mit Bonusgeld gewonnen.

Am 28.11.2025 habe ich eine Auszahlung beantragt.

Am 03.12.2025 wurde eine Verifizierung gefordert.

Die Verifizierung wurde sofort am (03.12.2025) durchgeführt.

Am 15.12.2025 habe ich den Livechat von "RomiBet" angeschrieben, warum die Verifizierung nicht bearbeitet wurde.

Der Mitarbeiter hat die Anfrage mit dem Expertenteam besprochen.

Nun sollte ich wiederholt ein "Selfie" und die E-Wallet hochladen, was ich ja schon am 03.12. gemacht habe.

ich habe die angeforderten Unterlagen sofort hochgeladen.

Der Mitarbeiter sagte, das dies nun innerhalb von drei Tagen bearbeitet wird.

Am 19.12.2025 habe ich wieder den Livesupport angeschrieben, dieser meinte ich bin in der Warteschlange, und das meine Verifizierung bearbeitet wird.

Am 05.01.2026 habe ich zum wiederholten mal den Livesupport angeschrieben, weil die Verifizierung weiterhin unter "Bearbeitung" steht.

Der Mitarbeiter meinte, das die Bearbeitung dauert.

Bitte nehmen sie sich der Sachlage an, es ist sehr Kundenunfreundlich, die Verifizierung nicht zu bearbeiten, und zweimal die selben Unterlagen anzufordern.

Es passiert einfach nichts.

Ich bedanke mich herzlichst,

Kavaloa

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear kavaloa,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account, but it definitely shouldn't take weeks.

To help us investigate and expedite the process, could you please provide the following details:

• Could you please advise which documents you have already submitted?
• Has the casino indicated any issues with approving any specific documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

My answers to your questions...

1) Could you please tell us which documents you have already submitted?

Answer: On December 3, 2025, I submitted the following verification documents to "RomiBet".

• passport
• Registration certificate
• Selfie with passport and the "RomiBet" website in the background.
• Account details for the e-wallet "mifinity" (address, name, account number, email)

On December 15, 2025 , I immediately sent further requested documents to "RomiBet":

• Selfie with passport and the "RomiBet" website in the background. (for the second time)
• Account details for the e-wallet "mifinity" (address, name, account number, email) (for the second time)

I will send you these documents immediately by email to: kristina.s@casino.guru

2) Has the casino reported any problems with the approval of certain documents?

Answer: NO

Best regards

Kavaloa

Liebe Kristina,

meine Antworten auf Ihre Fragen...

1) Könnten Sie uns bitte mitteilen, welche Dokumente Sie bereits eingereicht haben?

Antwort: Am 03.12.2025 habe ich bei "RomiBet" folgende Verifizierungsunterlagen eingereicht.

• Pass
• Meldebescheinigung
• Selfie mit Pass und INternetseite von "RomiBet" im Hintergrund.
• Kontodaten E-Wallet "mifinity" (Adresse, Name, Kontonummer, email)

Am 15.12.2025 habe ich weitere geforderte Unterlagen sofort an "RomiBet" gesendet:

• Selfie mit Pass und INternetseite von "RomiBet" im Hintergrund. (zum zweiten mal)
• Kontodaten E-Wallet "mifinity" (Adresse, Name, Kontonummer, email) (zum zweiten mal)

Diese Unterlagen sende ich Ihnen jetzt sofort per mail an: kristina.s@casino.guru

2) Hat das Casino irgendwelche Probleme bei der Genehmigung bestimmter Dokumente gemeldet?

Antwort: NEIN

Liebe Grüße

Kavaloa

Hello Kristina,

I just noticed a mistake myself.

"Romibet" had requested:

• A selfie with a passport and the "Romibet" website in the background.

Mistake: I didn't have the passport with me.

I immediately contacted the KYC of "Romibet" by email and sent the document correctly.

I'm forwarding this email to you right now so that you also have the document.

The accusation against "Romibet" remains, despite my mistake.

Because "Romibet" has not responded to this day.

My last documents were submitted to Romibet on December 15, 2025. That was over three weeks ago.

And after sending the initial documents, Romibet could/should have noticed the error and brought it to my attention.

This was not done by "Romibet".

I'll forward the email with the selfie to you right now.

Best regards

Kavaloa

Hallo Kristina,

mir ist gerade selbst ein Fehler aufgefallen.

"Romibet" hatte angefordert:

• Ein Selfie mit Pass und INternetseite von "Romibet" im Hintergrund.

Fehler: ich hatte den Pass nicht mit drauf.

ich habe eben sofort den KYC von "Romibet" per mail angeschrieben und das Dokument korrekt zugesandt.

Diese Email leite ich Dir jetzt sofort weiter, damit Du auch das Dokument hast.

Der Vorwurf an "Romibet" bleibt bestehen, trotz meines Fehlers.

Denn "Romibet" hat bis heute nicht reagiert.

Meine letzten Unterlagen wurden am 15.12.2025 bei Romibet eingereicht. das ist über drei WOchen her.

und nach dem senden der ersten Unterlagen, hätte Romibet auch den Fehler bemerken können/ müssen und mich darauf aufmerksam machen.

Dies ist nicht von "Romibet" geschehen.

Die email mit dem Selfie leite ich dir jetzt sofort weiter.

Beste Grüße

Kavaloa

Hello Kristina,

Yesterday, January 14th, the casino "Romibet" requested another document.

A bank statement from 15.11.-15.12.2025, from which I topped up the "Mifinity" account.

I uploaded this bank statement (N26) to the "Romibet" casino immediately today, January 15th.

I am sending this bank statement to your specified email address immediately.

The crazy thing is, as I already wrote above, "Romibet" requested the same documents again on December 15th as the first time.

When we inquired on December 19th, we were told we needed more time.

In the chat, I was told that further documents might be required.

To which I replied, then request them and, above all, process the documents!

And from December 15th to today, January 15th (four weeks), it was only processed now.

and requested another document.

This is a tactic of withholding "money payouts" and is not customer-friendly.

Thank you very much for your efforts.

Kavaloa

Hallo Kristina,

gestern am 14.01. hat das Casino "Romibet", ein weiteres Dokument angefordert.

Ein Kontoauszug vom 15.11.-15-12.2025, von dem ich das "Mifinity" Konto aufgeladen habe.

Diesen Kontoauszug (N26) habe ich heute am 15.01. sofort bei Casino "Romibet" hochgeladen.

Diesen Kontoauszug sende ich Ihnen jetzt sofort zu ihrer angegebenen email.

Das verrückte ist, wie ich schon oben geschrieben hatte, "Romibet" hatte am 15.12. die selben Dokumente nochmal angefordert wie beim ersten mal.

Beim Nachfragen am 19.12., hieß es, wir brauchen noch Zeit.

Im Chat sagte man mir, es kann auch sein das noch weitere Unterlagen benötigt werden.

Woraufhin ich sagte, dann fordern Sie diese doch an und vor allem bearbeiten Sie die Unterlagen!!

Und vom 15.12. bis heute 15.01. (vier Wochen) wurde es erst jetzt bearbeitet.

und ein weiteres Dokument gefordert.

Das ist "Geldauszahlung" zurückhalten Taktik und nicht Kundenfreundlich.

Besten Dank für Ihre Mühen

Kavaloa

Dear kavaloa,

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 dedicated Resolver, Hadi (hadi.a@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,

Kristina

Dear kavaloa,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RomiBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RomiBet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's KYC.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear kavaloa,

Thank you for your patience while we investigated the status of this verification process at RomiBet.

We would like to provide an update regarding the documents required to finalize the review. Our KYC team has reviewed the files submitted so far; however, to complete the verification of the funds used, we require additional documentation regarding the source of the deposits.

Specifically, we need the transaction history of the payment method used to top up your MiFinity account for the following transactions:

- The 500EUR for the period 21.11 and 23.11.25.

- The 158EUR for the period 15.11 - 15.12.25.

Thank you for your cooperation.

Best regards,

Romibet Team

Dear Hadi,

Dear Romibet team,

I just sent the requested documents to "Romibet" by email to: " support@romibet.com " sent".

I forwarded this email to you, Hadi.

The €500 from November 21st and the €158 from November 23rd were winnings payouts from the "Cazeus" casino. The screenshot is in the email.

The data (date) you are requesting here in the chat is not exactly the same as the data you requested in your system at "Romibet". (You probably made a typo.)

Furthermore, you, "Romibet," were asked why the KYC process takes so long?

Documents were submitted twice, and both times it took 3 weeks to receive a response.

With kind regards

Kavaloa

Lieber Hadi,

sehr geehrtes Romibet- team,

ich habe die geforderten Unterlagen an "Romibet" eben per mail an: "support@romibet.com" gesendet.

Dir Hadi, habe ich diese email weitergeleitet.

Die 500 Euro vom 21.11. und die 158 Euro vom 23.11. waren eine Gewinnauszahlung vom Casino "Cazeus". der Screen ist in der Mail.

Ihre Daten (Datum) was Sie hier im chat anfragen, sind nicht exakt die selben, welche sie in ihrem System bei "Romibet" angefragt haben. (vermutlich haben sie sich hier verschrieben.)

Weiterhin wurden Sie "Romibet" gefragt, warum der KYC so lange dauert?

zweimal wurden unterlagen eingereicht und zweimal hat eine Antwort 3.Wochen gedauert.

Mit freundlichen Grüße

Kavaloa

for info

Hello Hadi,

I had problems logging in to "Casinoguru" today. When I tried to access your site, it said the problem was on your end.

Furthermore, I just saw in my email inbox that the email I sent did not reach you.

I just sent it again, and it still wasn't delivered. It seems you're having a server problem?

I'll try forwarding the email to you again tomorrow morning; perhaps the problem will be resolved then.

LG

Kavaloa

zur Info

Hallo Hadi,

ich habe heute Probleme beim Einloggen hier auf "Casinoguru" gehabt. Es hieß beim Aufruf eurer Seite, das das Problem bei euch liegt.

Weiterhin habe ich eben im emailfach bei mir gesehen, das die gesendete email dich nicht erreicht hat.

ich habe sie gerade nochmal gesendet, sie wurde wieder nicht zugestellt. Anscheinend habt ihr ein Serverproblem?

Ich versuche die email nochmals morgen früh an dich weiterzuleiten, vielleicht ist dann das Problem behoben.

LG

Kavaloa

Dear Kavaloa,

I can confirm that I have received your email. At this stage, we will wait for the casino’s response, and I will continue to monitor the situation closely.

Thank you for providing the details and for your patience while this case is under review. We would now like to ask the casino to respond and provide their input.

Dear kavaloa,

Thank you so much for the information.

We would like to ask you if you have tried to upload your documents through the Verification tab on your account. Unfortunately, we could not locate your e-mail, could you kindly provide us the 8-digit ticket number sent to you?

Thank you again for your collaboration to the matter.

Best regards,

Romibet Team

Hello Hadi,

Dear Casino Romibet,

I have just uploaded the required document to their "Romibet page".

(Casino Cazeus payout from November 21st and 23rd)

You wrote that you received the document, "Hadi".

Dear Casino Romibet,

It's strange that you say the email didn't arrive.

Because in my email system, there is an option for the sent email to support@romibet.com No email response from yesterday!

As mentioned above, I have now uploaded the document to your Romibet website. The document (screenshot) shows that the payments from November 21st and 23rd to my Mifinity account came from winnings at another casino (Cazeus) and not, as you may have assumed, from a bank account.

I did not receive an 8-digit number. (Where did they send it? They haven't specified that.)

And you are not answering any of the questions posed to you here by "Casinoguru" or by me.

Best regards

Kavaloa

Hallo Hadi,

sehr geehrtes Casino Romibet,

ich habe so eben auf ihrer "Romibet Seite" das geforderte Dokument hochgeladen.

("Casino Cazeus" Auszahlung vom 21.11. und 23.11. )

Das Dokument hast Du "Hadi" ja bekommen schreibst Du.

Liebes Casino Romibet,

es ist merkwürdig, das Sie sagen, das die email bei Ihnen nicht angekommen ist.

Denn in meinem Email System gibt es für die gesendete Email an support@romibet.com von gestern keinen email Rückläufer!

Nun habe ich das Dokument wie oben schon erwähnt auf ihrer Romibet Seite hochgeladen. Auf dem Dokument (Screenshot) ist zu sehen, das die Zahlungen vom 21.11 und 23.11 auf mein Mifinity Konto von einem Gewinn in einem anderen Casino (Cazeus) kommen und nicht, wie sie vielleicht angenommen haben, von einem Bank Konto.

Eine 8-stellige Nr. habe ich nicht zugesandt bekommen. (wo wollen sie diese hingeschickt haben? das geben sie auch nicht an.)

Und Sie gehen auf keine Frage ein, die Ihnen hier von "Casinoguru" oder von mir gestellt wird.

Mit freundlichen Grüßen

Kavaloa

Dear kavaloa,

Thank you for your clarifications.

Please, kindly note that we have forwarded the matter to our KYC team and we will have updates for you in the shortest period of time.

Thank you for your understanding.

Best regards,

Romibet Team

Dear kavaloa,

Thank you for your patience.

We would like to inform you that your account has been verified successfully and your withdrawal request has been completed.

Thank you for your cooperation all this period.

Best regards,

Romibet Team

RomiBet Casino

Thank you for your update.

Dear Kavaloa,

I would appreciate your confirmation to close this complaint as resolved.

Hello Hadi,

Yes, withdrawals are now possible.

I also arranged for this.

Please wait until the payment has been fully processed.

I will let you know immediately.

Thank you very much

Kavaloa

Hallo Hadi,

ja, Auszahlungen sind jetzt möglich.

Diese habe ich auch veranlasst.

Bitte warten Sie noch, bis das komplett ausgezahlt wurde.

Ich gebe dann sofort Bescheid.

Herzlichen Dank

Kavaloa

Thank you for the update. I appreciate your efforts and will await your next communication.

Hello Hadi,

All payouts have been completed.

Thank you very much for your help.

All the best to you. -Thank you-

Kavaloa

Hallo Hadi,

alle Auszahlungen sind erledigt.

ich bedanke mich herzlichst für ihre Hilfe.

Alles Gute für Sie. -Dankeschön-

Kavaloa

Dear kavaloa, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team