Casino Room

Casino Room - Delayed Account Verification & Withdrawal Payment

kr18151

Dear ASKGAMBLERS,

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:

8.1.10.

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:

Hello,

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,

Louise

- 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,

Joe

- 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

Joe

- 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,

Adi

- 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 [email protected]

Best regards,

Noelia

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.

Casino Room - Payment delayed over 6 business days

€500

The past TWO times withdrawing money the 3-5 day withdrawal time stated in casino rooms t&c has been violated and I am given the excuse that their is a “delay” with their payment provider. Also when I requested a way to contact the payment provider myself I was denied that request. Whereas it used to be very simple and quick to withdraw money from casino room where I could request the withdrawal on a Saturday and at the latest I would gave the money by Thursday at the latest. This has now turned into 5+ business days the past two withdrawals whereas I’m still waiting for a $400 withdrawal I made on the 7th. Making it 6 banking days atm. Very frustrating.

Casino Room - Refusing to refund deposit after violation of bonus terms

$400

Sorry for my English! It's hard for me to write and I'm taking Google translator as an assistant. 10/19/2017 I played in the casino room. I made two deposits for 450 euros. I played through my mobile phone. Going to the page of the bonus - I saw the basic conditions. "OR 200% up to € 300 Deposit € 150, play with € 450 " Casino room positions itself as a casino for Russian players, including. The site has been completely translated. The exception is the rules of the casino. They are not translated into Russian. In this connection, I contacted the chat support. Where they told me that they only have support in English. I explained that I do not understand English well and it's difficult for me to understand the rules. They tried to help me and told me - Dmitriy h75 take off the wager. Play only in the slots of the provider NETENT.I started to play. My balance reached 10 000 euros. I constantly contacted their support in the chat, because the site does not see any progress on the phone. Communicated with two operators more than 4 times. Asked different questions. And then I finally launder the bonus. I asked in the chat again - is everything alright, can I withdraw money ?! They answered me - yes, congratulations !. I issue an application for withdrawal. A letter comes to me in a couple of hours. Your winnings are canceled, since you played for 12.5-20 euros a bet. I'm writing to the chat again, why so !? I asked questions, asked about the bonus! - I was told yes, we saw it, but unfortunately we did not have time to tell you. You closed the chat. I wrote a lot during the day!They could warn me at the next appeal. they could write me a mail. But they did not. Only apologized. I asked them to return my deposit to me - there was no answer. a feeling that I was blocked. I have a number of claims to this casino and I believe that I am right: 1) Why is the site available in Russian, then the rules in English? 2) Why if a player contacts a chat requesting help with a bonus - the operators do not fully answer, and then apologize? 3) Why did not they return my deposit? Please help me. I'm a cancer patient. And it is very hard for me to experience such stress once again from the casino. I play very rarely, but the first time I was so upset by the casino. Yes. I'm probably guilty that I know bad English - but this requires the support of the casino! I was hoping that I would spend this money on buying a country house (its price is 6000 euros), but now I want to return at least my money that I earned myself

Unresolved

€450

Casino Room - Have not received my winnings

I've been waiting over a month for my winnings. I've gone through the verification process and been in touch with customer support at casino room several times. The first time the bank transfer was rejected by my bank and the money was refunded to my casino room account. I then confirmed the bank transfer information needed with my bank and went through the withdrawal process again. It has now been over a week and I still do not have the winnings in my account. I was told via email from customer support yesterday that their system shows the issue was settled and that it shows my withdrawal of $437 was settled with the provider. I've checked my account and the money is not there. I'm extremely frustrated and have no idea what to do at this point to get my winnings. I've dealt with many online casinos and have never had this problem.

Casino Room - Neteller Deposit not credited

$437

My Deposit via Neteller is still not credited to my account despite having complied with requests to show receipt of deposit etc......... I have had several emails ignored even though its apparently a 24 hour support via email........... There are also questionable withdrawal issues pending also.

Casino Room - Something went wrong with my payment

$15

This is story from beggining.I come from Croatia,and i was searching casino who have nice range of games,casino who wall make payment if u finally win some money.I search here and other casino reviews,casinoroom was not the best on list,but im first five.So i went there and make account for first time.It says players from Croatia accepted.After i made account,i got bonus.Since i was not searching casino for bonus,i ask customer support can they remove my bonus.I Just wanted to make clear Depozit and if i win something ,i wanted to try how they make payments to my account.Because i follow long time askgamblers and read reviews,i see how Many People's dont get their payment.Anyway after long chat with customer support(they Were great) we manage that i dont have any bonus,online clear Depozit i make.So i make something like 30 euro Depozit,I played few hours games,Had fun,and i deicide to redraw some money from my account.I choose to redraw exact ammount that i Depozit.Then 1-2 days later i got e- mail that they want Id-check.My problem was i make Depozit from my wife Card,So the Owner of account and Card where they must make payment was different.They told me they must check Id from my wife too.So i send them everything they asked from me and my wife,i even told them if IT is too much Trouble they can give the money back on my gaming account So i can Play little more,and next time I'll make Depozit on my name.They answered IT is no Trouble,everything will be fine.Few days later i ASK them how much time they need to process payment.31.07.16 they answered payment was send to account.Still nothing,i would Wait longer for money IT is not problem,anyway i tested casinoroom So i can see how they make business with their customers.But what really bothers me is when i tried to Play again on casinoroom i discovered i can't log in and they banned my account.I send them mail but no response from them.That is not proffesional and i would Like to have explenation anyway.

Casino Room not paying 57,000 Pounds

€30

I won over 57,000 GBP in Casinoroom October the 28th 2014. The deposit was 500 and the bonus was 500, it was an ongoing bonus offer. I won big playing Dead Or Alive 18 a spin. Before the big win I won around 6000-8000 in slots name Thief or Jack Hammer(I can't recall the exact amounts and games) The casino sent an email they are not willing to pay due to a max bet rule. They say you can't bet over 30% of your current balance in a single bet I remember I checked the terms and condition before and I couldn't find any max bet rule. I went again to check the terms but still couldn't find any 30% rule I checked the Promotion terms and it wasn't there (now they added it to the promotion terms, it was added after I emailed them it is missing and and they admit it wasn't there nor in the full terms or terms of service, the email below prove that fact) I went to check the terms of service but still could find nothing. I clicked inside the terms of service and clicked FULL TERMS and still nothing - no such term I sent them an email asking where in the terms and condition it says you can't bet 30% of your total balance. This is the link they sent: http://www.casinoroom.com/termsofservice/ellmount/ I continued to check the terms and it took me around 20 minutes to reach this link, it is hidden to such an extent it is impossible to reach these terms I don't want to waste anybody time and I will send the instructions of how to reach these terms but just for the challenge and for me to express and describe the issue here can I ask you to try and find it yourself in casinoroom, I wonder if it is only me who simply had no chance to reach this promotion rule. Well here is the answer if you couldn't find, go to bonuses then click on Terms of service, then when you are inside terms of service click where it says FOR FULL TERMS PLEASE CLICK HERE, click on it, now you are at the full terms, you won't find it there but if you look for the word Ellmount you will find the click here link and only then you will see the 30% rule (now they changed it a bit and it says clearly terms and condition click here but back then it was just written in full terms - for Ellmount’s respective terms and condition click here and only then you would see this 30% of balance rule.) Not only that this 30% is an ILLUSIONARY RULE because if you have a dollar in your account and you bet 0.4 it leaves them a reason not to pay, this rule is not valid anyway. They added the rule to the bonus terms right after I let them know it is missing and this is what they had to say "We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room" The full email: Hello Krisna the clause has always been present in the terms and conditions and this has to go through the LGA in Malta who has a copy of these terms. This clause is included under "Gaming restrictions and jurisdictional issues" and it belongs to the games that you have played from NetEnt These games are regulated and authorized by the Lotteries and Gaming Authority of Malta under the license issued to Ellmount Gaming Ltd and therefore while using these games your relationship is governed by the terms of service of this latter company. Your relationship with Ellmount Gaming Ltd and the use of these games is governed by the respective Terms and Conditions available here. We have come to this decision after careful review of your game history. I am aware that you want to go all the way, but the situation is quite the opposite as it is you who is claiming winnings that were acquired through irregular gaming for bonus play-through requirement purposes. We have updated the bonus games page which doesn't change the fact that the terms that you agreed to when you signed up to Casino Room have always been there and remain as the final and official contract between us. I always like to provide the best possible solution and there's nothing wrong with going public, you have the right to do that, but we are not arguing about different opinions on the bonus system, it's all about facts that ultimately lead to our full terms, specifically the games governed by these terms http://www.casinoroom.com/termsofservice/ellmount/ Before any withdrawals are processed, Your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular game play for bonus play-through requirement purposes include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of your total balance (including any given bonus) until such time as the wagering requirements for that bonus have been met. Should the Casino deem that irregular game play has occurred, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses. You cannot justify your conduct on the grounds that you were not aware of these rules. I am willing to improve my offer, just for the sake of making this easier for us, if you agree I will give your total deposits back and please trust me this is by far the best I can do, considering I should not be offering compensation on the first place. If you have any questions please don't hesitate to contact us. This is what Steve Russo from Gambling Grumble had to sum which explain the situation better than I can: "The Very Hidden Rule....Casino Room, however, presented a problem we have never before run across -- it is refusing to pay Krisna K of the UK the 57,000 GBP she won because of a rule that is almost impossible to find. ...

Casino Room returned cashout less than what i cashed out?

£57000

Hi i started useing this casino on the weekend over all i won what was displayed in my acount as £175. i deposited in euros say 25eur wich shows in my acount as £21 i. my last cashout of £25 i asked to be reversed but when was reversed it showed as £21. i have spoken to an operator and he has tryed to say the casino dosnt deal in pounds but it clearly shown as £25 when i withdrew so when it was reversed it should say £25 again but it dosnt it says £21 i have a record of the chat if needed.

Casino Room - Not paying me

£25

On casinoroom.com i won $485 on 25/12/2012 i tried to withdraw it after successful verification..but it kept getting returned to my casino account due to a wrng bac number. After i sent the right number i withdrew on the 26/012/2012..

I was told this would be in my account the following week..due to the new year holiday, i waited it did not appear. I contacted them and was told their bank was having issues paying eople and it would be resolved next day.

I was then told the issue was resolved it would be in my account by the 11th jan 2012..still no money, again i contacted them, only to be told it would now be the 15/01/2012.

Still no cash..again i contacted them and was one minute told the bank was still having issues, the next minute told it was resolved and would be in my account within a few hours.

STILL NO MONEY, it is now the 15/01/2012 and no sign of the money, i keep getting told many different excuses..its resolved ..not resolved..theres a delay due to tech issues etc.

it has now been 3 weeks scince withdrawing and i am getting several different excuses each time..im begining to think they are a rogue casino and will not pay me..can you help...?

I kept a screenshot of every conversation that i had with them..which clearly shows a lack of ontention to pay me.

$485

Complaint Statistics

Resolved 9

Avg. Amount $ 9,363

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Review this casino

Share your thoughts with other players

Player rating

7/10 ● 123 reviews

Top reviews from our players

GTR

8/10

I played at this casino because of the nice interface and the missions and tasks to be done and that is pretty fun because you play a game end your task and then get to another game to finish another task so you won`t get stuck on a game or so!

I deposited and played for a while but didn`t managed to wager the amount but I was close.

I also liked that Casino Room has many different currencies so I could be able to play on my own currency!

The thing I disliked was that some games didn`t paid not even a small hand for long spins.

Dear GTR thank you for the review, we're happy to hear that you enjoyed the missions, we like to keep it fun! and I hope that you get lucky next time, that's all you need cause it's all random results. We had a €90,000 winner last week with a €18 bet on Rabbit in the Hat ;) PM me and I'll be happy to give you some freespins!

Casino Room 10 years ago

zerooo

9/10

I was looking for casino which offers NetEnt and Microgaming slots, so I came to this casino. When I looked at their site, I saw that they offer even more games from different software’s. I looked at what kind of bonus they offer and I saw welcome package 100% match deposit bonus + 60 free spins on Starburst.

I decided to deposit here, so I made deposit of 20€, receive 20€ bonus + free spins. First I used free spins on Starburst, because I wanted to start playing with a large amount of money. I earned from them around 10€. My balance was at 50€, so I decided to play Dead or Alive. I like that game. I really wanted to get 3 scatters and then in the 12 free spins wild line . I set 0.18€ bet per spin and start spinning. After 20 minutes I got 3 scatters. At the end of free spins my balance was up to 250€. After that I took a short break. When I come back, I changed slot and started to play Starburst. At minimum bet per spin. I played it until I cleared wager for the bonus amount. My balance at the end was 180€. So guess what I did? ...

I click withdraw button. I could continue to play, but that day I prefer to choose cashout. Before I started to play, I tested live chat support. I ask them question about the bonus and I have to say that they were professional and friendly. I wait 24 hours (pending period) and immediately after I received payment. They do not ask for any documents.

I will definitely deposit here again. I like it because they offer a lot of games. I had a nice time when I played there. I would recommend this casino for sure.

Dear zerooo, we are very happy to hear that you liked the site! and thank you so much for the review!

Casino Room 10 years ago

maskazergon

10/10

Casino Room are a casino that do care of their players!
I deposited $150+ and spoke to a chat rep and ask about getting anything in return for my deposits, i was given 20-free spins on disco + 50 spins on Starburst!
They have done this before in the past for me, great casino!

I have moved from ComeOn Casino to CasinoRoom... (as ComeOn Casino wont give 1 free spins for depositing $200+, which makes me not deposit so much with them anymore)

The Rewards section is useless, have not once ever had anything even show up in my rewards section,
+ theres no detials of such thing in the info of anything mentioning of how its works of anything at all..

NextTimeWin

8/10

Casino room it is online casino which have something similar to video slots, the use similar achievemnts, trophies, levels, and other entertaining things. But unfortunately they just give small rewards compared to video slots.

Casino offers a lot of games, including such popular like netent, quickfire, NYX, and others. But for me first 3 is most important.

Customer support is good, few questions which i was need to get replied so i open live chat and ask my questions. Customer support agent was very kind, and i get reply in good manner, and also very fast, not like please hold while i look, and then 5 minutes of silence, and i need asking is anybody there.I have only one withdrawal from this casino, but they does not ask my documents and withdrawal was just processed. But i am still decide to send documents like i always do, and documents was approved within 1 hour, very fast work by securirty department.

Bonuses and promotions are week. I usually get email with something like deposit 20$, use bonus code, and you will be awarded 25 freespins on starburst. It is too bad offer for me, 25 freespins on starburst worth only 2.5 cash, so very low bonus. Only once i get reload offer, but it was just 30% offer, another bad one. They have achievements and goals, plus levels, and for completing needed achievemnt casino award you some experience points, plus sometimes small amount of cash. For example wager secret stones 100 times with 1$ bets, and you will get 1$ cash. Not big offer, but not bad at all. Unfortunately there is not so many such challenges.

Overall it is good online casino, withdrawals are fast, and customer support is very friendly and good, and achievements looks not so bad, but i really wish to see much more bonuses and promotions, plus not such poor like 25 freespins on starburst or 30% reload offer.

Poor range of deposit and freespins offers.

steverich

9/10

Great software, Microgamming and NetEnt particular favorites of mine. Polite courteous service, quick response time and excellent payout time. As a first-time player I withdrew £5000 and this was processed with 48 hours.

All good, see +ives.

Ahmo6

9/10

Well this casino very well grabbed my attention, very good selection of mobile games and a vast amount of slots. Over 500 games from the latest slots to live casino, plus they have a very nice and attractive bonus. On sign up to this casino you get 20 free spins on Go Bananas slot and 100% on your first deposit up to 500€ plus another 60 free spins, which sounds really great. All of this is powered by many softwares like: Microgaming, NetEnt, Evolution Gaming, Betsoft, NextGem Gaming and Aristocrat. Which is great gives it a little of diversity. So I immediately signed up and filled all the things but was waiting for the activation code that took very long for them to deliver, but after 5 minutes it came into my Spam.

So after the activation I made a deposit of 20$ via Neteller and collected the free spins, so the first game that I started off was of course Go Bananas, after I blew my free spins on which I gained some small winning I moved on to Avalon II where I only did 0.90$ per spin, it started off really cold I was winning almost nothing, some 0.12$ and 0.24$ as I kept pushing the slot well the things didn't improve much. Put I kept spinning and it came to the point where I was left with couple of dollars and my wins only kept matching my bet which was 0.90$. So I guess I was unfortunate or unlucky.

Well since I didn't meet the wagering requirements, I have nothing to say about the withdrawal method. You will have to hear that from someone else. And as far as this casino goes, it is a pretty solid one with almost everything at your disposal and a very nice web page, user friendly.
My rating on this casino would be 9/10.

MiltonW

9/10

Well, I'm glad to say Casino Room redeemed themselves. After a rough start, I now feel that customer service is actually pretty good. I got my bonus, and some extra free spins. Then I won some money, and withdrawal was approved and in my account in about a day. Excellent, a weekend payout.
They have 35x wagering on the bonuses, which is pretty good these days. Also the level-up and mission comps are something you don´t see very often.
The slots selection is first-rate. I was pleasantly surprised to see almost all Thunderkick slots.
A funny thing is that the website balance is instantly updated, so you already see your new balance, while the slot is still trying to show you how much you won ;-)

One thing to note is that transactions seem to be in dollars. The 3% fee for Euro conversion is a minus. I hope they can do something about this.

MiltonW

1/10

Nothing so far

Got a 300% promo in the mail (from Casino Room themselves). Responded immediately.
Code didn't work. *No* live chat (around noon, CET), so I used 'send message'.
Over *4* hours later I get 'That offer expired some days ago'. And then she 'offers' me the default 100% bonus. I am obviously not pleased, so she would contact Management. Haven't heard since (over a week).

If you're looking for good Customer Service, look elsewhere.

blondie

9/10

Recently I was looking for casinos that are available on mobile devices and Casino Room name came up. I decided to join them because this casino is based on great platforms-Netent, Microgaming, Evolution Gaming, so it immediately means they great slot games and live dealer games.

I visited their page, signed up and deposited 30€. I started to play Twin Spin touch, because it's one of my favorites from Netent and it's been a while since I last played it. I placed 0.25€ bets and the first spin already gave me 40 coins. I know it's not much for a 243 way slot game, but twin spin usually is not very generous to me, so I was happy to get anything out of it. I played it for a while and got overall 5€ from it and carried on with Magic Portals. To add, I was very happy with how the mobile version worked- the graphics looked as great as on pc and slots spinned fast. So I played Magic Portals with 0.25€ bets and got 50 coin wins a few times, but since my bet was 0.25€, the winnings were only 0.50€, as you see Magic Portals didn't bring me magical winnings.

Then, in a hope to win, I went to one of my latest favorites- Bloodsuckers. I placed 0.25€ per spin but this time I couldn't get the bonus game or free spins even playing it for 30 minutes. I got a few small wins, but nothing great, so when I had less than 15€ left, I went to black jack table to try my luck. I don't know why but I'm usually better at table games. So I placed 1€ per hand, and I really liked the look of it on mobile, but unfortunately it didn't help and within 20 minutes my balance was gone. Many times I lost because I was busted, when pressed "hit" on 15.

I really liked Casino Room, I was very impressed by the game selection and quality the mobile version has, because I usually experience situations when casino has great flash version and very poor variety of games on mobile play, and I was glad this wasn’t the case. I will definitely deposit there again and I can recommend it.

Tweeksta