Rome Casino Complaints

My account is blocked with no explanation. I asked for withdraw on 2 October, but I did not get my win. They delay my withdraw every week, and finally they closed my account.

I won 20,000 dollars through this casino and now they refuse to allow me to withdraw the winnings. When I spoke with live help I was told I needed to play another $3000 play through then I would be able to start withdrawing the winnings at 1500 a week. I played this and once processing the withdrawal I had a question regarding the numbers they were requesting and was told to contact Angela. This is a copy of the message she sent back to me today: Hi Gwen,

You are not eligible to withdraw your balance since the entire balance was
accumulated from almost two years of free chips.

I have adjusted your balance to $150--- which is how much you ARE eligible
to withdraw from a free chip.

Also, you must deposit in the current calendar year in order to make a
withdraw from a free chip, so keep that in mind as well.

If you do decide to deposit and then withdraw the $150 in your account, the
fee will only be taken once and you will just need your account number and
routing number.

Please let me know if you have any more questions. I apologize for the
surprise but these rules are stated clearly in our Terms and Conditions.

Kind Regards,
Angela J.
Account Manager

I have made screen shots of my winnings and of conversations with the live help. I was never once told that they would take the winnings away. How disappointing this is to have won over 20,000 and to have them say nope sorry you can have $150. This is beyond unfair and dishonest. I hope someone will see how dishonest this casino is and save their time and money. Thank you. Gwen

I got an email from Rome casino that I still got a balance of $ 38,-. I downloaded the software and played mostly blackjack and slots and won some money to a $168,-.

After a completed all the T&C's (raked the playthrough) and conctacted support...Asked what I needed to do to withdraw the money. Send my passport and an utility bill and deposited $ 25,- which was necessary.

Suddenly my balance got reduced to a $ 100,- while the max payout was stated to be $150.

Contacted support and asked about the $50. Still no response after also 2 weeks. My $100 that I withdrew to my neteller is still pending. I made the withdrawal on the 15th and now its still pending. Emailed support several times but no response.
These guys are telling just lies...The said the withdrawal is underway, but a week later its still pending.

Rome is LIES LIES and LIES!! dont play here!!!

I deposited $200 at the Rome Casino on 4/23/13. I did not use a bonus and selected blackjack. The software crashed on my Windows 8 laptop before i had wagered one bet. It crashed after restarting the software and then crashed after unistalling the software and reinstalling two more times. Since i hadnt wagered anything i was able to chat live with a Rome agent and asked for my deposit back. He replied saying that tech support would contact me within 48hours and would troubleshoot the problem and if it couldnt be resolved in 48hrs they would refund my deposit. I then realized that i could logon and the software would freeze every 1-15 min. So i started wagering on blackjack and every once in awhile still had to restart. I had a balance of $1522.50 after playing 135 hands that same night. I wake up this morning less than 24 hrs from making my deposit and my account balance is $0.No email. No explanation.

I contact live support and the agent tells me that finance honored my request for refunding my deposit which canceled my winnings. No support contacted me at all.

They simply refunded my deposit to avoid paying me what i won.

Withdrawal of $150 since 27/03/2013 is still on pending even after i had send in all the necessary document they requested.

I deposited $200 at the Rome Casino on 4/23/13. I did not use a bonus and selected blackjack. The software crashed on my Windows 8 laptop before i had wagered one bet. It crashed after restarting the software and then crashed after unistalling the software and reinstalling two more times. Since i hadnt wagered anything i was able to chat live with a Rome agent and asked for my deposit back. He replied saying that tech support would contact me within 48hours and would troubleshoot the problem and if it couldnt be resolved in 48hrs they would refund my deposit. I then realized that i could logon and the software would freeze every 1-15 min. So i started wagering on blackjack and every once in awhile still had to restart. I had a balance of $1522.50 after playing 135 hands that same night. I wake up this morning less than 24 hrs from making my deposit and my account balance is $0.No email. No explanation.
I contact live support and the agent tells me that finance honored my request for refunding my deposit which canceled my winnings. No support contacted me at all.
They simply refunded my deposit to avoid paying me what i won. Bullshit.

I have requested withdrawal from rome casino as soon I have requested they have locked my account,this casino is a joke

I played with a no deposit bonus on Rome Casino. I received a 17 euros bonus and i think i wagered almost the all sume to met the wagering requirements for a withdrawal. I haved arround 80-90 euros in my account, i won a bonus game and suddently my session was closed and when i try to login there says: "Your account has been blocked. Please contact support for further information at [email protected]". I sent an email three days ago but still nothing.

I have tried other online casino's and have yet found one that has came through with the withdraw. I deposited and withdrew on 7-27-2012 and I have not heard from any one to confirm that when I will be getting my funds. I will not deposit any more money into my account until I get payment. And if it take much longer I will cancel my account and just save my money or I will go to a competitor also I will use the power of social media and other outlets to spread the word.

I really like the games and the software layout and I do not want to leave. But if I do not get paid within a reasonable amount of time I will have no choice. By the way my wife said unless I get paid I can not waste any more money on your site.

Hi, I've been waiting a month now for my payout from Rome Casino. First they tell you that you have a max cash-out of $500 with your bonus, then they charge $50 to make a withdrawal, and then they told me that on top of the $50 they were taking $100 off for my bonus which I was never told about before using the bonus; you see there are no bonus details they just push them on you via online support people who you have to ask a million question just to get the limited amount of information about the bonus t hat you do get. So my max withdrawal of $500 was diminished to $350 and that was a month ago and still no money. My screen name is TheNewtMan and my withdrawal request was on the seventh of July 2012

I can't get my money from this casino. Everyone is clueless. They don't answer emails and chat is worthless, they can't tell you anything.

June 27, When i logged in, I noticed that my account balance is $106. The last time I played before June 27 was at June 18, and i left that day with $900.29. I checked my game activity as well as my withdrawal history. There was no withdrawal made or game activity between June 18-June 27. So I contacted the Support chat. At first they told me that this happened because I maybe have not played for over 2 moths. But I told them I last played on June 18. They told me that they don't have the authority to check my game activity and such. So they told me they would contact someone that could.

July 15, I have not heard anything from Rome Casino regarding my problem. My account balance was still missing. I contacted the support chat again. This time they told me I could try to contact my account manager (Ben B). So I did just that. I emailed him telling my situation.

July 19, I have not heard anything. So i logged in to my account. Only to see my balance got reduced again. this time it is now $7. I talked with support chat about this. How I have been having this problem since June 18. How i contacted support so many times. They told me that they would contact my account manager as well.

July 27, Here I am almost a month after I first noticed my mishap. Nothing have changed. I have also not heard from the support team of any updates.

Hopefully this mishap could be resolved. New people should just be wary that the support team might be very slow to reply to any problems you may have. The support chat can only help you for minor issues or if you have any questions for them.

I'm waiting for 4 moths now, i was happy when i won €485,- but now.....
i sent the paperword twice, sent much emails to finance, but i received nothing. I ask on the chat whats wrong, but they don't now and sent notes te finance. Sometimes they told me i will received the money next week, but nothing happend, and my cash out is still pending.

i hope you can help me,
Danny

I again won at Rome Casino and it has been over a month and a half since I submitted my withdrawal. ( June 1, 2012) I like playing there but it takes forever to get paid and apparently you don't get paid unless you complain on here.

A couple months ago I withdrew $1,250 from RomeCasino, which was evidently approved on May 29 (based on correspondence from the finances guy, Walter).

First time withdraws are supposed to expect an 18 business day wait after your forms have been submitted and approved. It is now July 6 (well over 18 days) and I have still been waiting for my withdrawal.

I have communicated with Walter before, but responses have been extremely slow (maybe a week wait or more for a reply), and also my account manager (Ben B) and sent one e-mail to Noah, and I have not heard back from either of them. The live chat support is not helpful on the matter, and only refer me to finance (though they are pretty helpful with in-game stuff). Last week, Walter sent me a message telling me that RomeCasino was at fault for the delay and I should expect the payment this week. It is now the end of the week.

A couple days ago I received $473 in my bank account, which I am presuming is from RomeCasino since I am not expecting any other payment. It's hard to tell the because the names on the statements don't look anything like "RomeCasino." But this is of course well short of $1250, and I have inquired as to whether receiving a few smaller amounts (rather than one lump sum) is standard protocol, and also when I could expect the rest, but with no answer.

I'm hoping this can be resolved soon.

People new to this casino should be aware however that receiving payments can be exceedingly slow, and withdrawing comes with a $50 wiring fee, so I'm not sure how small-stakes people are supposed to make money. I'm also not sure why I paid the fee if the transaction could not be done in a timely manner.

I Noah,

I'm glad to see that you've resolved some withdrawal issues and then i'm looking for you help cause i'm still waiting for a 150$ withdrawal for almost a year now... i have called the assistance and they asked me to resend all the identity docments in march. I did it and they approve again my withdraw on march 12 ! since then i have no answer and i m really freaking out cause i don't now how to do.....

Thanks for your help

Esteban04

I won $1500 between April 11th and the 13th, and keep getting the run around. I have patiently waited the 18 business days for my withdrawal to go through, but still nothing. If you are wanting a fast payout, Rome Casino is not the way to go. Maybe others have had a quicker turnaround.

Hello! I deposited and withdrew $625 on March 21st. On April 5th (the date that they approved all the required documentation) Mr. Walter K. stated that it will be up to 18 working days before I will receive my withdrawal. It's been 19 working days now and when I log in my withdrawal can still be reversed which means that it hasn't been sent in for processing. I sent Noah an e-mail a couple of days ago but have yet to hear from either their finance dept. or Noah. Can you look into this?

I have repeatedly requested to be paid what is due and have been told that the maximum I can receive is $2500 every two weeks, is this true - I feel blackmailed and held to ransom the only way I have been told that more can be transferred is if I deposit more - the reality is that I never receive my winnings - all I want to do is get my winnings back and close the account, can you help?

Initially I requested a withdrawal from Rome Casino over 38 business days ago, it took them until the first 18 business days to tell me to fill out a form to successfully complete the transfer (ie: they didn't even initiate the wire). Apparently they tried to contact me and the email didn't get to me, so that aside, I filled out the paperwork the same day and started over (no big deal). Now, 20 business days later, still no wire. It's only a $300 withdrawal, imagine how much they must drag their feet on something significant. I have gotten 12 of my friends so far to stop using Rome Casino because of this issue and hope to have it up to 20 by the end of this month, at this point I am just considering this a loss as if I got robbed.

While, I enjoy playing on this site and they have always been very nice and helpful, I have been advised that all my withdrawal documents are in order and my withdrawal was being processed, over 22 days ago and was told it would take 18 days. I sent an email to their finance department on April 3 and have yet to hear back on my withdrawal. I am in customer service myself and not responding to someone is just not acceptable. I deposited money - in good faith- into their site and just ask the same in return for my withdrawal...... Thank you!

HI

these guys are at it again this is my second time winning and they kept telling me oh it will go so smooth with the second withdrawal because we have all your info now
its been since 12/26/11 when i made the withdrawal and i still have not received my money
Now I am getting the run around from Walter telling me they tried to send the funds to my account and four times its been returned and when i asked for the documentation stating this he sent me some numbers from inside and my bank has no idea what they are. Now I was told on Monday that the money would be transferred to my debit card well guess what ITS a week later and nothing. Now hes not even answering my emails. and the best is they have no phone number to contact support and they are closed from friday to monday

what a joke!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Hi,

I've been playing in Top Game Casinos for more than a year and Rome Casino is one of my favourites. I've been depositing in Rome Casino for many times and I'm promoted to one of their VIP players, this means I have higher bonuses and get my funds processed every Sunday.

However, for the past one month or two, I've been busy lately with my overseas project work and I've been travelling alot, thus, I have not much time playing in the Casino. Therefore, they have demoted me to a regular player. This has been informed by OG and Chris the casino managers, that I've been demoted since I don't deposit much lately and thus they informed me that my bonuses will be lower and my withdrawals will only be processed 10-15days later.

Now, the problem is when I came back and deposited in the casino just a few days ago, OG is around to assist me in my deposits and he did NOT inform me that there is a 10x MAXIMUM withdrawal if deposits less than 249USD even if you deposit without bonuses. When i was a VIP player, I have withdrawals over $2500 USD even when my deposits are only as low as $25 - $50.

My winnings was $1600 when I deposit a $50 without bonuses. So I can only withdraw $500 maximum. This is really unfair because I've been playing in Rome Casino for so long, the least they could do is inform me that there is a maximum withdrawal, just like when they informed me that I have lower bonuses and longer withdrawal times.

The question is Why should i even ask if there's a maximum withdrawal when I'm depositing without bonuses? I don't even see in their website for this terms and conditions. ( http://www.romecasino.com/promotions.php )

OG and Chris are nice guys and they have been with me since I joined Rome Casino. They might have mislook in informing me but this is a difference of $1100 we are talking about and I feel I should be paid of the $1600 in full. They informed me that they are talking to Finance department about it and I hope they are successful and I can deposit with them again.

I requested a withdrawal of $1,500 20 days ago. After speaking with several members inside the casino program they told me it takes up to 18 days to transfer funds. However, my withdrawal is still pending. I am also being constantly referred to the finance department. The finance department hasn't responded to any of my emails in two weeks. I am highly dissatisfied with the customer service at this casino. I hope this issue gets resolved ASAP.