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Casino Room - Delayed Account Verification & Withdrawal Payment

Complaint Info
Disputed casino Casino Room
Reason Verification issues
Amount € 500
Posted on March 22, 2019


I want to complaint about a withdrawal I have made on the 3rd of March on CasinoRoom.com.

I have made a depost of 10 Euros and selected the 500% bonus so I received 50 Euros and I had to wager it plus my deposit 75 times. I successfully fulfilled the wagering conditions and made a win of 500 Euros respecting the terms and conditions of the casino. On the 3rd of March I required a withdrawal of the amount of my win. The day after, the access to my account was blocked and I received an Email which saying that I have to validate my account by sending my personal ID, an electricity bill including my adress and my name, and a document proving that I am the owner of the bank account from which I have made my deposit.

The Terms and Conditions of the casino says following:

8. Deposits, Transfers and Withdrawals:


It is a precondition for the processing of withdrawals which cumulatively exceed € 2,000 that You provide Ellmount with a copy of Your valid passport or official identity card (confirming identity and age) and a utility bill (confirming place of residence). In the case of deposits via credit card, the player may be requested to submit a copy of the front and back of the used credit card showing only the first six and last four digits on the front, and hiding the CVV2 number from the back.

Although I have sent all the documents required from the casino.

- On the 5th of March I received this answer:


Thank you for your email.

Please provide a new photo of your utility bill that shows the full document (all borders and corners) and also we need your German work visa or residence permit.

Best regards,


- I have sent those documents.

- On the 6th of March I received this Email with new documents request:

Thank you for the clarification, can you please provide a payslip where we can see income from your employer ?

Best regards,


- I have sent this document also though I do not know how far is this request legal.

- Again on the 7th of March:

Hi username,

thank you and I do understand that you're unhappy about this, it's been a long process but we need enough information to support that we can have a business relationship.

We need an additional document, if you can please provide faceID, this is a selfie photo of you holding your ID, this is all we will need for the moment and then we'll get back to you with an update as soon as we finish the review.

Thank you for all your cooperation.

Best regards


- I have sent the picture and received on the 7th of March this email as answer:

Hello Ismail,

Thank you very much for the picture, we will appreciate your cooperation.

We will get back to you as soon as possible.

Best regards,


- On the 10th of March received again this email:

Hello username.

As per finance team request in order to validate your account please send a picture of yourself holding your passport on the ID page. Send this information to accoun­[email protected]­cas­ino­roo­m.com

Best regards,


Casino Room Support Team

- I responded that I have already sent it per Email and also uploaded the picture on live chat conversation. though I have sent it again.

Today I asked the live support again if there are any news about my account validation, and the reply was that they did not receive any kind of picture where I am holding my passport (Face ID), I have sent screenshots of the confirmation email to the chat, then they said they will give me an answer within an hour. I still did not receive any answer and the access to my account is since the 3rd March blocked.

Dear ASKGAMBLERS I ask your help to resolve this conflict with the CasinoRoom Casino. If you need more informations please do not hesitate to contact me.

in the Attachement you will find a screenshot of my requested withdrawal.

Best Regards.

Posted on March 22, 2019

Hello DRHATEM, I'm sorry for the delay in the handling of your case, the withdrawal has now been approved. There were special circumstances that resulted in delayed resolution, thank you for your patience and cooperation.

Posted on March 23, 2019

Please do not Close this complaint till I confirm that I received the money.

drhatem Germany
Posted on March 25, 2019

Here I confirm that I received the money today.

Posted on March 25, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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