The player from Germany faced extensive verification requirements for a withdrawal, involving multiple submissions of identity and banking documents. He experienced delays, rejections without explanations, and cumbersome communication through live chat, which led to frustration over the lengthy process. The Complaints Team intervened by contacting the casino, which confirmed the need for specific transaction history documents. After the necessary documents were reviewed, the player's account was verified, and both of his withdrawals were successfully processed. The issue was then resolved, and the player expressed gratitude for the assistance received.
RomiBet Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €1,000
RomiBet Casino
Safety Index:Below averageSafety Index
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6.3
RomiBet Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
Public
Public
4 weeks ago
Translation
About a week ago, I won €1,000 and requested a withdrawal. Now they're asking for verification. First, I had to verify my identity with an ID and my bank account. I did that. After I submitted that, they asked me to verify my ID again and take a photo of me with my ID card in my hand and the casino website in the background.
This was then confirmed. Now they want me to verify my other deposit method. I transferred via Apple Pay and real-time with two different accounts. My Sparkasse account is now verified. They also want verification from the other Trade Republic account. I've already submitted this twice (bank statement for the last three months + screenshot of the app showing the IBAN). Both times, it was rejected without explanation as to what was wrong with the submitted documents.
I then contacted the live chat to ask what exactly they wanted from me. Direct contact with the responsible department isn't possible. The live chat then found out for me that they wanted the May 2025 bank statements from Apple Pay. Since I've deposited funds into Apple Pay using both bank accounts, I've now submitted the May bank statements from both bank accounts. The documents are currently still under review (as of today; it always takes about a day for the documents to be reviewed).
I wanted to ask you if you could help me with the verification process in case the documents are rejected again because there are several things that bother me:
- Why do I have to submit the required documents one after the other and wait until they're verified before I can submit the next ones? It would be much easier if I could submit everything at once. This has unnecessarily dragged out the process for the past five days.
- It doesn't say what's wrong with the individual documents when they're rejected. It simply demands re-verification.
- Direct contact with the responsible department isn't possible. Communication is always laborious via live chat. The people there usually don't know exactly what's required.
- I've now submitted several bank statements from both accounts I used to deposit money on the site. They clearly show that these accounts belong to me. Why verification of one bank account is constantly being rejected remains unclear.
- I have to submit more information than I've ever experienced before. A photo of me with my ID in hand in front of the casino website? I don't want them to do anything with my sensitive data.
Thank you in advance for your help, I will keep you updated on whether the verification finally works
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Public
Complaint Resolution Center Team Lead
Public
4 weeks ago
Dear Beron98,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that your bank statements are currently being reviewed? Could you please clarify when exactly you sent them?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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4 weeks ago
Translation
Hello Kristina,
Thank you for the quick response.
I understand that the KYC process is being carried out. It just seems to me that it's being unnecessarily drawn out.
Anyway, to your questions:
The bank statements for my Sofortüberweisung have already been confirmed. I submitted them about four days ago.
Question 1: I also deposited via Apple Pay. For three days now, they've been requesting my bank statements for this. Since then, I've submitted the bank statements from the account that hasn't been verified twice. Both times, they were rejected. Now I've submitted the statements for the third time. This time, just to be on the safe side, I've also submitted the bank statements from both accounts I used to deposit. I've been waiting for confirmation from them since yesterday (see attachment).
I submitted the documents promptly and in the correct format. No further explanation was given as to why they were rejected. 
Best regards
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Public
Public
3 weeks ago
Translation
Small update: My Apple Pay verification has been declined again. This is the fourth time, and again, I haven't been given any explanation as to what I did wrong. Previously, when I asked via live chat, I was told to submit my May bank statements.
I did that, too. They were official bank statements. I just don't understand why they're always rejected.
Now I asked the live chat what this was about. They said I'd be informed via email what exactly I should submit.
By the way, I've been told this several times before. However, I've never received an email. It's starting to feel like a huge scam to me.
Please help me with the verification.
I'm attaching the LiveChat conversation. 
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 weeks ago
Thank you very much, Beron98, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
3 weeks ago
Hello there,
Thank you Beron98 for providing us with all the information.
I hope we'll be able to resolve this issue together. I would now like to ask RomiBet Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.
Thank you!
Public
Casino representative
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2 weeks ago
Dear all,
To clarify, I can confirm that we need the transaction history from the bank account(s) used to make deposits to our casino. If both cards were used, the player may provide two separate transaction files — one for each card.
The currently pending document submitted on 14th June will be reviewed as soon as possible, and you will be informed accordingly.
Best regards,
RomiBet
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Complaint Specialist
Public
2 weeks ago
Thank you very much for the update RomiBet Casino representative. Please keep us informed about any further developments.
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Casino representative
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2 weeks ago
Dear all,
We would like to inform you that the account is now verified.
Kindest regards,
RomiBet
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2 weeks ago
Translation
I can confirm that my account is now verified. The first of the two withdrawals has apparently already been processed.
Many thanks to everyone involved for their help.
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear Beron98, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 weeks ago
Translation
I am pleased to inform you that both payouts have now been credited to my account.
Thank you again
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear Beron98,
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 https://www.trustpilot.com/evaluate/www.kpvfaw.com. 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,
Peter
