Hi, I need help with my account at RomanCasino.

I made several deposits at their casino and finally had a real money win on the last deposit. I completed all the verification steps—live selfie, ID, and documents—and my account was verified.

A few days later, I was locked out. Support told me they had sent an email requesting a document I had already uploaded before my account was disabled. Since I couldn’t access my account, I sent it again via email, along with their questionnaire.

After that, I got no reply. When I followed up, they said my documents were under review. Then they asked for an iCard statement and a 3-month bank statement. I had to wait until the end of May to get the iCard statement and sent it as soon as I could.

After more delays, and me asking for updates, they told me the iCard history was approved—but then asked for the 3-month bank statement again. I sent it again. Then they asked for the iCard history once more, but this time wanted me to upload it through my account, which is still disabled. They also asked for proof of source of funds, which I already explained comes from casino winnings, clearly shown in the iCard statement.

I’ve provided everything, multiple times. My account was verified. They keep repeating the same requests and ignoring my emails. This is going nowhere and my acocunt is still disabled. Please help.

Dear GhaliaStorm07,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing. To better understand your situation and assist you in resolving this matter, could you please provide answers to the following questions:

• When was the last time you submitted any identity documents to the casino?
• Is the casino currently requesting any more documents from you to unlock your account?
• Can you clarify if you've received any updates regarding the status of your account since your last communication?
• Have you checked your spam or junk email folders to ensure that you haven’t missed any correspondence from the casino?
• Would you be able to forward any relevant communication you have with RomanCasino to [email protected]?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,

The last time I sent them my ID was in the beginning of May, if you mean documents like bank statements, I sent them those on Thursday last week. They are still requesting documents to unlock my account, the documents in question are ones that I already provided them with and I checked all my emails and they are all good, none are in spam or trash. I also sent you all the transcripts of my communication with them to your email.

Thank you for your email.

I have reviewed the conversations between you and the casino customer support and it seems that the casino needs two more documents from you:

• PDF bank statement for the card ending with **2047 - this document should contain your name and bank account number
• source of funds (salary statement, proof of business ownership, inheritance, divorce settlement, selling a property)

Could you please specify if you sent both of these documents to the casino? Have they been checked and approved? If possible, kindly forward these documents to me at [email protected].

I’m disappointed you even asked me this now after i sent you everything. I already submitted the requested document (as shown in the transcripts I sent you), and on June 19th casino approved the statement (which you could also clearly see in transcripts if you check them). This was the only reason I filed the complaint, so please verify with the casino, confirm they have the documentation, and finally resolve this. And i got money from the casino, and I use that money to play.

Have you provided your source of funds as well? Has this document been approved by the casino?

Can you please explain to me what I am supposed to send them when I use money from other casino winnings to play (it is visible on the statement I sent them)? I am honestly disappointed right now with how this matter is being taken care of. I came here to ask for help but I didn't get any help at all so far.

Have you tried requesting a confirmation of your winnings from the other casinos where you play?

If you deposited those winnings into Roman Casino shortly after receiving them, it might help to explain to Roman Casino where the funds came from. Ideally, you could support your explanation with an official confirmation from the other casinos.

Hi I did that now, I sent them email with screenshots from casino so they can see I got money and I sent you transcript of email that I sent them. Thank you for help