Romancasino - Jogador enfrenta atrasos em saques devido a problemas com documentos.

Good morning,

in roman casino' I performed facial recognition, I entered documents, I entered cards and screen of my bank account, I deposited several times but now at the time of withdrawal they tell me that the documents are not good and I have been waiting for 3 days for acceptance. In no casino' have I ever been asked for an official document from the bank or account statement, also because I deposited via credit card that I have correctly front and back and is my property I am really angry because after having deposited a lot of money now I can not withdraw and with them you can not speak directly. I hope you can intervene by prompting.

Buongiorno,

in roman casino' ho effettuato il riconoscimento facciale, ho inserito documenti, ho inserito le carte e screen del mio conto corrente bancario, ho depositato piu' volte ma adesso al momento del ritiro mi dicono che i documenti non vanno bene e aspetto da 3 giorni accettazione. In nessun casino' mi è stato mai chiesto documento ufficiale della banca o estratto conto, anche perchè ho depositato tramite cartacredito che ho correttamente fronte retro ed è di mia proprietà Sono veramente arrabbiata perchè dopo aver depositato molto denaro adesso non posso prelevare e con loro non si puo' parlare direttamente. Spero che possiate intervenire sollecitando.

Dear FRA25SKID,

Thank you very much for submitting your complaint. I'm sorry to hear about the trouble you've been experiencing with your withdrawal at Roman Casino. I understand how frustrating this situation must be, especially after providing all the required documentation and having deposited money into your account.

To help us investigate and assist you further, could you clarify a few details?

1. Can you provide the specific documents Roman Casino has requested, and which of these were rejected?
2. Did you receive any specific feedback on why the documents were deemed not acceptable?
3. Have you had any prior communication with the casino regarding your withdrawal, and if so, could you share the responses you've received?
4. You mentioned depositing via credit card—could you confirm if you’re also trying to withdraw to the same credit card, or if there’s another payment method involved?

Your cooperation is essential in helping us get to the bottom of this issue and moving forward with a resolution. We rely on your feedback and any further details you can provide to keep the process moving.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the matter. If you wish, feel free to forward any relevant communication with the casino directly to petronela.k@casino.guru.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Can you provide the specific documents requested by Roman Casino and which of these were rejected?

I am attaching a copy of the documents I sent yesterday and this morning

Did you receive specific feedback as to why the documents were deemed unacceptable?

yes they ask me for a document issued by the bank that certifies the ownership of the cards that I used to deposit, which is absurd since as long as a person plays and deposits they take the money and they do not care whose these cards are. In any case I signed them and sent a photo of these cards with my signature and it is clear that both are legally mine, today 04 March they ask me again for this document from the bank, to solve the problem I sent a self-declaration with the photo of the cards attached again.

Have you had any previous communication with the casino regarding your withdrawal? If so, could you share the responses you received?

yes yesterday via chat but it's really difficult to talk to a person, in the end he wrote me the same things that were in the email.

You mentioned depositing via credit card - could you please confirm if you are also trying to withdraw to the same credit card or if another payment method is involved?

These are the cards I used to deposit. They keep mentioning their legal conditions but I have never seen a casino that also requires documents signed by a bank, no one goes to get these documents for this purpose, and no online casino requires documents from the bank. I have used other AAMS casinos and not, the Gransino casino does not ask for this documentation, nor others and they pay on the uploaded documents only after verification via identity card.

I hope you can intervene I am truly sorry for what happened because I repeat they do not check the money when it is deposited, these things should be done at the time of registration if necessary. I await your kind response and I hope you can hurry. Thank you

Puoi fornire i documenti specifici richiesti da Roman Casino e quali di questi sono stati respinti? 

vi allego la copia dei documenti che ho inviato ieri e questa mattina

Hai ricevuto un feedback specifico sul motivo per cui i documenti sono stati ritenuti inaccettabili? 

si mi richiedono un documento rilasciato dalla banca che attesti la proprietà delle carte che ho utilizzato per depositare, cosa assurda visto che fino a quando una persona gioca e deposita loro prendono i soldi e non gli interessa di chi siano queste carte. In ogni caso le ho firmate e ho inviato fotografia di queste carte con la mia firma e si evince che entrambe sono legalmente mie, oggi 04 marzo mi richiedono ancora questo documento della banca, per ovviare al problema ho inviato una auto-dichiarazione con nuovamente la foto delle carte allegata. 

Hai avuto comunicazioni precedenti con il casinò in merito al tuo prelievo? In tal caso, potresti condividere le risposte che hai ricevuto? 

si ieri tramite chat ma è veramente difficile parlare con una persona, alla fine mi ha scritto le stesse cose che erano presenti nella mail.

Hai menzionato il deposito tramite carta di credito: potresti confermare se stai anche cercando di prelevare sulla stessa carta di credito o se è coinvolto un altro metodo di pagamento?

 Sono le carte che ho usato per depositare. Continuano a menzionare le loro condizioni legali ma non ho mai visto un casino' che richiede anche documenti firmati da una banca, nessuno va a farsi rilasciare questi documenti a questo scopo, e nessun casinò online richiede documenti della banca. Ho usato altri casino AAMS e non, il casino Gransino non chiede questa documentazione, neanche altri e versano sui documenti caricati solo dopo la verifica tramite carta identità.

Spero che possiate intervenire sono veramente dispiaciuta di quanto accaduto perchè ripeto loro i soldi quando vengono depositati non controllano, queste cose dovrebbero essere fatte al momento della registrazione eventualmente. Resto in attesa di un vostro cortese riscontro e spero possiate sollecitare. Grazie 

Good morning, I apologize if my requests are too many, but the casino continues to ask me for an official document from the bank, at the moment I have had a document made on plain paper, I have attached writing that I will take legal action and that I have reported through your site.

I would ask you to kindly resolve the issue, unfortunately as I read online it is a real abuse of the rules provided for withdrawals and I reported them with multiple emails and contacting online assistance, the response was that my request is spam, which I continue to write but only because they continue to cancel every hour the documents that I sent, such as the self-certification that I sent this morning, saying that it is not sufficient. I am still waiting 1 hour to see if the document on plain paper from the bank is accepted but I hope that you can also take steps to urge.

Buongiorno, mi scuso se sono troppe le mie richieste, ma il casino continua a chiedermi un documento ufficiale della banca, al momento mi sono fatta fare un documento in carta semplice, ho allegato scrivendo che provvederò ad adire tramite vie legali e che ho segnalato tramite il vostro sito.

Vi pregherei di riuscire cortesemente a risolvere la questione, purtroppo come ho letto on line si tratta di un vero abuso delle regole previste per i prelevamenti e ho segnalato loro con piu' mail e contattando assistenza online, la risposta è stata che la mia richiesta è spam, che continuo a scrivere ma solo perchè loro continuano ad annullare ogni ora i documenti che ho inviato, come la autocertificazione che avevo inviato questa mattina, dicendo che non è sufficiente. Aspetto ancora 1 ora per vedere se il documento in carta semplice della banca è accettato ma spero che possiate provvedere anche voi a sollecitare.

Hi FRA25SKID,

Thank you for your detailed reply. To assist further and ensure we have everything we need to investigate the situation effectively, could you kindly forward the documents you've sent to the casino (including the self-declaration and any communication related to the issue) to my email at petronela.k@casino.guru? This will allow us to have a complete picture of the situation and intervene on your behalf.

Your cooperation is really appreciated, and we’ll do our best to help resolve this issue as quickly as possible.

Looking forward to your response.

I finally solved the problem but anyway thanks for the availability. I had to upload bank and postal attestation, and account statement with the deposits indicated, all's well that ends well but it's a casino with a too elaborate path to collect.

Finalmente ho risolto il problema ma comunque grazie per la disponibilità. Ho dovuto caricare attestazione banca e posta, ed estratto conto con indicati i depositi, tutto è bene quel che finisce bene ma è un casinò con un percorso troppo elaborato per riscuotere.

Dear FRA25SKID,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru