Hello everyone In roman casino I deposited through MasterCard card ,they only support sepa bank transfer for withdrawal through card , I have taken my money with the Iban I that am using in every other casino but they always cancel my withdrawal, I speak every day with them and they don't provide any important support they ask me to try again and again or to change the way of withdrawal but the failure remains. Does anyone had the same issue there?
I just learned from your complaint that you have been trying to withdraw for a month!
That is a really long time, for sure, so you have done right to submit a complaint here.
Is there any kind of explanation from them, though, about why this is happening? They surely must have a clue, I believe.🤔
Well, I just hope that together with our team you'll be able to find out what exactly is going on and to resolve the issue as soon as possible.
Let us know whenever there is something new, please.
They don't know the processes on their own site. they ask me to do the same things again and again, they want me to put the "right address" but you dont put address when you apply for a withdrawal.I show them screenshots and they tell me to create a Skrill account deposit more money (I would never do that on this site ) and try to withdrawl with Skrill, I have already tried with netteller I put big effort and it didn't work.They just tell me the same not working things agai and again they propose solutions that they now from the beginning that they don't gona work.
I have kept the whole email and chat conversation. this is torture!
When I ask for a reason of cancellation they dint know , first ot eas the address (that they put some how) after it was the IBAN and thy was telling that the address issue ia solved after that it was the sepa bank transfer that has the issue so after trying with 3 different IBANs they told me to try netteller, after they told me that I can withdrawl only with bank transfer because of my card deposit,and now they tell me again to check the address (WHICH I DON'T PUT AND IT IS CORRECT AND VERIFIED IN MY ACCOUNT)
I believe that this is really frustrating for you, and everyone would feel this way, for sure.
We really need to find out where the problem is and why they make it so complicated, if you have never had any problems with this in other casinos, as you said.
Our complaint team will do their best, as always, to crack it up and resolve this issue as soon as possible.
I'd like to give you some tip, if I may, though. Keep writing in your language, and the auto-translator, which we use here as well, as we have implemented it in the complaints, will do its job. It is better for communication, you know, and this way there won't be anything lost in translation, hopefully.
I find it extremely offensive, after everything I have gone through on their site, to be asked to create an account on a platform I am unfamiliar with, and to deposit another €20 in hopes that this might finally resolve the issue. Especially considering that all other solutions they have suggested so far have failed. As long as they haven't refunded my money, there is no way I will trust their site with additional funds. I kindly asked them to manually return my money or use any other method they see fit; they already have my IBAN, my card details, and all of my certified personal information which are functional in every other casino, and they again told me to try Skrill, is like they dont read my messages,they dont even try to solve the issue with the bank transfer or to deactivate this checking for Skrill.
Sorry, but did they really ask you to do that?🤔
Which platform were you supposed to deposit the €20, if I may ask, and what reason for doing so did they give you?
I really didn't come across anything like this before.
Sie haben einen Grund, aber er bleibt absurd,
Sie baten mich, die Auszahlung mit Skrill zu versuchen und wiesen mich darauf hin, dass ich dafür zunächst eine Einzahlung mit Skrill vornehmen müsse. Der Mindestbetrag betrage 20 €.
Ich sagte ihnen, dass ich nicht einmal wüsste, was Skrill ist. Ich könne ein Konto eröffnen und es versuchen, sei aber nicht bereit, ihnen mehr Geld zu geben. Ich bat sie, diesen Scheck zu entfernen, und sie meinten, das sei nicht möglich und ich müsse eine Einzahlung tätigen.
Aber selbst wenn ich dieses Konto oder den Neteller eingerichtet habe, haben sie mich vorher gefragt, was ich getan habe, und es ist auch fehlgeschlagen. Es erfordert Anstrengung meinerseits, obwohl ich nicht für das Problem verantwortlich bin.
Sie haben mein Geld sofort nach der Einzahlung genommen und behauptet, ich könne es abheben. Stattdessen habe ich wochenlang jeden Tag mit ihnen gesprochen und es ist, als würden sie jedes Mal versuchen, mich loszuwerden. Sie erzählen mir immer wieder die gleichen Dinge und es ist ihnen völlig egal. Das ist ihnen egal. So etwas ist mir noch nie passiert.
Wie ich oben erwähnt habe, wurden meine Einzahlungen per Karte getätigt und das Casino unterstützt angeblich Banküberweisungen.
I surely would recommend not do any more deposits there.
If they have stated that the bank transfer is available for withdrawals, I don't see any reason for you to make a Skrill account, for sure.
Better wait for our complaint team to move forward with your case, and hopefully it will be solved soon.
Vielen Dank. Ich wäre dankbar, wenn Sie etwas tun könnten.
If there is a way to help you, be assured our dedicated complaint specialists will find it. I know it is a difficult situation, so try to distract yourself with something else if you can. Aim to reduce the stress a bit. 🙏
Hello,
Do you have any updates on my issue?
Our complaint team is working on your case, as I can see, so please wait for any further reply within the time line stated on your complaint.
Hi there!
I was hoping the problem could be resolved by the casino, so I briefly checked the complaint. Well, Sometimes sadly need much more to resolve the case. I just wanted good luck to you and Peter with resolving the case.
Hope you're not overfrustrated; we will be here if you need.
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