Resolved Rome Casino hasn't paid me in 8 weeks owes me $13,200

hello85

Dormant account
Joined
Oct 13, 2011
Location
US
I think I may have posted in the wrong section before, so I'm posting here now. I played at Rome casino twice nearly 6 weeks ago (a couple of days apart)
I won 400$ the first time, which I cashed out.

That's when the run around began. I was told by chat agents when I inquired about my cash out, that it takes 18 days to process. Once the 18 days was up, I started to ask them about twice a week, and they would just refer me to finance@romecasino.com so I emailed them. They only responded once, asking me for my passport and other personal documents. I wanted my money, so unfortunately I did send these documents the same day.

That was the only response I ever received from Rome Casino. That was weeks ago. I have screenshots of all my chat conversations, my cashout, as well as copies of sent and received emails. ROME CASINO SCAMMED ME. THEY NEVER PAID ME, THEY BLOCKED MY ACCOUNT FROM LOGGING IN AND THEY NEVER, EVER EVEN RESPONDED AGAIN. BEWARE, DO NOT PLAY THERE!!! THEY'RE SCAMMERS!!
Rome Casino owes me $13,200 I haven't been paid in 8 weeks.
 

hello85

Dormant account
Joined
Oct 13, 2011
Location
US
Hello! Rome Casino hasn't paid me in over 2 months and they keep dodging me they owe me $13,200 can someone help
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Welcome to Casinomeister.

Please don't cross-post: see Forum Rules, item 1.2.

Please do post in the proper forum (see Forum Rules, item 2.1), and "Introduce Yourself" is not it.

Please do contact the forum rep before posting your complaint: see Forum Rules, item 2.2.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@hello85: Calm Down! Stop posting the same thing every 2 minutes or you're going to get yourself booted off the site before Noah even has a chance to see your issue.

Have you contacted him via the Rep page as I suggested? (see I-Gaming Forum Reps) What was the result?
 

hello85

Dormant account
Joined
Oct 13, 2011
Location
US
@hello85: Calm Down! Stop posting the same thing every 2 minutes or you're going to get yourself booted off the site before Noah even has a chance to see your issue.

Have you contacted him via the Rep page as I suggested? (see I-Gaming Forum Reps) What was the result?

I'm sorry I think I'm double posting by accident because I'm still learning how to use a forum.
 

Diane

Dormant account
Joined
Dec 20, 2009
Location
WI
I'm sorry I think I'm double posting by accident because I'm still learning how to use a forum.

Ok, we can overlook the double/triple posting. It happens.

But the more important question is, did you contact Noah as advised to get someone to look into your issue on payment delay? It doesn't do any good to come on CM and complain -- our best advice is to always contact the casino representative for the site via PM (private Message). That gets you direct to the source and someone who can help you.

Please come back and let us know how this gets resolved once you have connected with Noah.

Diane
 

RomeCasino

Banned User -violation of forum policies of i-Gami
Joined
Aug 7, 2008
Location
Costa Rica
From Noah

Hi Guys,

I have indeed been contacted by hello and have written him back that I will be investigating the matter. I will update once I know more, please allow for a little time as we're entering the weekend.

Kind Regards,

Noah
 

RomeCasino

Banned User -violation of forum policies of i-Gami
Joined
Aug 7, 2008
Location
Costa Rica
From Noah

Hi Guys,

Here's the update, sorry but I don't like to discuss things in the middle of talking to the player. Hello has talked with the Casino and has agreed upon the payment method from the Casino. He can confirm as such if he is so inclined, but that's up to him of course.

Kind Regards,

Noah
 

SlotMonster

Twitch Streamer - Affiliate
webmeister
Joined
Apr 2, 2007
Location
Belarus
It would be interesting to know why the player hasn't been paid for so long...
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Hi Guys,

Here's the update, sorry but I don't like to discuss things in the middle of talking to the player. Hello has talked with the Casino and has agreed upon the payment method from the Casino. He can confirm as such if he is so inclined, but that's up to him of course.

Kind Regards,

Noah

You have taken 8 weeks to to "discuss" a "payment solution" and ONLY after they complained here.

Sorry but that is a complete joke.

Everyone knows you're stalling tactics are becoming more virtual-like every day, and its about time that CM considered throwing you in the pit.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
You have taken 8 weeks to to "discuss" a "payment solution" and ONLY after they complained here.

Sorry but that is a complete joke.

Everyone knows you're stalling tactics are becoming more virtual-like every day, and its about time that CM considered throwing you in the pit.


Quite,

A payment method is selected by the player upon submitting their withdrawal, or they have a default method that they have selected for all withdrawals. If for some reason this is unavailable, the casino should contact the player straight away to discuss alternatives.

It seems the OP was more or less left in limbo, with no such discussions between him and the casino that made any progress.

8 weeks pass, and he loses patience and posts here.

All of a sudden, a payment method is being discussed with him, something that should have happened 7 weeks ago.

From the outside, it seems there is a deliberate policy of sitting on a payment until a player finally loses patience and goes public, then it's "firefighting mode" with discussions followed by a rapid payment in order to kill the issue.

How many other players are suffering delays because so far they have been patient and suffered in silence.

Others may simply conclude that for wins of this size, the casino simply "doesn't have the money on hand", and has to wait for deposits to come in from other players before payment can be made.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Hi Guys,

Here's the update, sorry but I don't like to discuss things in the middle of talking to the player. Hello has talked with the Casino and has agreed upon the payment method from the Casino. He can confirm as such if he is so inclined, but that's up to him of course.

Kind Regards,

Noah

So if a payment method was agreed, then could you specify for the benefit of the Forum why it takes 8 weeks to get paid from your Casino?

Without imposing on the OP, Is this standard practice at your outfit?

Do you always ONLY discuss payment methods after 8 weeks?

What is the standard payment time for Rome Casino?

BTW - Discussing a payment method should all but take 2mins. The payment should have already been effected by now... Or not?

Nate
 

RomeCasino

Banned User -violation of forum policies of i-Gami
Joined
Aug 7, 2008
Location
Costa Rica
From Noah

Hi Guys,


This was not the case as you described it. The player was already speaking to certain people in the Casino before and during the post. When I spoke to the Casino I was told they were already discussing it. I wasn't part of the talks, but it seems there was some mixup with sending him funds and his banking returning it. Details are not mine to publicly divulge even if I knew more. You all do offer a whole scenario here with very little info to back it up. I understand this is another delay by us and I have never claimed that we don't have these delays, but it was not 8 weeks before we discussed payment by a long shot. We work hard at trying to get all delayed cases quickly resolved and paid, at times we offer compensation as well for the hassle. We are having a big sit down next week because of cases like these and we are trying to close all the holes in the withdrawal procedure as well as the communication procedure to prevent such delays from occuring. It doesn't help the Casino to delay withdrawals, and the sums you can see vary because its not about big wins or about players posting, delays are beaucratic and have to do with a system of banks and processors. No, it isn't deliberate, we have no need to delay players on purpose, it is to our benefit as well to solve such problems and pay players as soon as possible so they enjoy the experience, so when this happens it is a problem we need to fix, posting or no posting. I understand you may disagree with that, but it is true nonetheless.

You say "From the outside, it seems there is a deliberate policy of sitting on a payment until a player finally loses patience and goes public, then it's "firefighting mode" with discussions followed by a rapid payment in order to kill the issue." This would be a very poor strategy. Most players know how to post these days, CM is only one of dozens of other forums available for complaints. The Casino does not benefit from the delay. Yes when they post then it is brought to my attention and its my job to help these people as best I can. I'll even shoot myself in the leg and say that some players email me before posting and I also help them. There have been posts by players that were simply wrong, I said that as well. We don't condition our help on the player giving a good post, we don't try to influence anything. If these delays come to my attention I do what I can to help, as any player that has come to me can testify. Trying to help and resolve the issue is not the same as 'killing the issue'. What other way would I help? A big problem as I see it is a communication problem that occurs at times between the Casino and player, and that is something I am determined to improve upon, and I have discussed it with Casino management. There will be some needful changes in that area in the next few weeks.

Kind Regards,

Noah
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Your comments are appreciated and noted.

I would appreciate if you could answer my questions in the previous post. I would also like to know if you are 'Rogued' at any other gambling portals?

Nate
 

SlotMonster

Twitch Streamer - Affiliate
webmeister
Joined
Apr 2, 2007
Location
Belarus
You all do offer a whole scenario here with very little info to back it up.

Aren't you here to shed some light on the issue?

I failed to understand what actually was the reason for delay.

Details are not mine to publicly divulge even if I knew more.

At least it would be useful to know when the payment was sent the first time, when it was returned, why player wasn't informed about the delay, when it was sent again and how many times you tried to pay the player?

I don't think this information is confidential. Me as a Casino Rep would easily reveal such information if similar case would occur in our casino, even with exact dates and times.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Guys,


This was not the case as you described it. The player was already speaking to certain people in the Casino before and during the post. When I spoke to the Casino I was told they were already discussing it. I wasn't part of the talks, but it seems there was some mixup with sending him funds and his banking returning it. Details are not mine to publicly divulge even if I knew more. You all do offer a whole scenario here with very little info to back it up. I understand this is another delay by us and I have never claimed that we don't have these delays, but it was not 8 weeks before we discussed payment by a long shot. We work hard at trying to get all delayed cases quickly resolved and paid, at times we offer compensation as well for the hassle. We are having a big sit down next week because of cases like these and we are trying to close all the holes in the withdrawal procedure as well as the communication procedure to prevent such delays from occuring. It doesn't help the Casino to delay withdrawals, and the sums you can see vary because its not about big wins or about players posting, delays are beaucratic and have to do with a system of banks and processors. No, it isn't deliberate, we have no need to delay players on purpose, it is to our benefit as well to solve such problems and pay players as soon as possible so they enjoy the experience, so when this happens it is a problem we need to fix, posting or no posting. I understand you may disagree with that, but it is true nonetheless.

You say "From the outside, it seems there is a deliberate policy of sitting on a payment until a player finally loses patience and goes public, then it's "firefighting mode" with discussions followed by a rapid payment in order to kill the issue." This would be a very poor strategy. Most players know how to post these days, CM is only one of dozens of other forums available for complaints. The Casino does not benefit from the delay. Yes when they post then it is brought to my attention and its my job to help these people as best I can. I'll even shoot myself in the leg and say that some players email me before posting and I also help them. There have been posts by players that were simply wrong, I said that as well. We don't condition our help on the player giving a good post, we don't try to influence anything. If these delays come to my attention I do what I can to help, as any player that has come to me can testify. Trying to help and resolve the issue is not the same as 'killing the issue'. What other way would I help? A big problem as I see it is a communication problem that occurs at times between the Casino and player, and that is something I am determined to improve upon, and I have discussed it with Casino management. There will be some needful changes in that area in the next few weeks.

Kind Regards,

Noah

This does seem to explain it, but there also seems a lack of urgency on the part of the casino management to address the issue. Rome casino have had these problems for a while, yet you have still only reached the stage of organising a "big sit down" to discuss how to improve matters. For whatever reason, the OP felt he was getting nowhere with the casino, so decided to go public. You then stepped in to help, but who was slacking off rather than doing their job when this issue was still being dealt with in private. It seems there is no escalation of such issues to the "right people" until they go public. If this because you are deliberately being kept in the dark by the internal chain of command, it is another issue that needs to be dealt with.

These issues have lead to Rome casino getting blacklisted at several sites, yet the problems are still at an early stage of being addressed.

If there was ongoing discussion with the player during this time, how come it still took 8 weeks and counting?

If players feel that in order to get the "right people" involved they have to go public, this is what they will do. Not all will be patient for this long either.
 

RomeCasino

Banned User -violation of forum policies of i-Gami
Joined
Aug 7, 2008
Location
Costa Rica
From Noah

Nate - I've answered all I know at this time, but I will try to get more exact information after the weekend.

Vinylweatherman - It did not take 8 weeks to discuss with player. In the middle of talks he decided to also post. These problems are not in the early stages of being addressed, it just has many different moving parts, and many departments are involved. Lately we've had this problem occuring a few times and we are searching for more ways to improve it. Also as I've explained, I did not step in to help, the player was already talking to the Casino and never had need of me in this case. You are assuming he didn't get any reply then posted, which is not the case. I do agree players shouldn't feel like they should go public for help, and that is part of the communication problem that they feel they need to do that at all.

Kind Regards,

Noah
 
Last edited:

hello85

Dormant account
Joined
Oct 13, 2011
Location
US
Rome Casino issue resolved

Thanks for your help Noah I've been contacted and am getting paid back. Much appreciated :) I'm back playing BJ with Rome btw
 

luvmycop

Dormant account
Joined
Nov 11, 2011
Location
united states
Rome Casino


Rome Casino owes me $13,200 I haven't been paid in 8 weeks.


Rome Casino also owes me money 1500.00 that i have not been paid yet. I did withdraw on the 10th of September. I have emailed account contact Stuart , finance department and support a number of times and no one has contacted me back.
When I first did email on the 10th I was emailed that all documents have been received and approved on the 14th of September and told it would take up to 18 business days, chat states they can not give me any answer because they are not finance department keep telling me different times and days that finance department is there. They told me at 12pm tonight to come back in 2 hrs when finance would be there. So I went back only for rep to tell me he is not finance and finance will not be back until Sunday at 2am. So I should try to contact them next week. I told them that I did contact M-T-W-T and now Im being told different. Not sure what is going on but no one will answer any questions about withdraw and were very snarky to me in chat
 
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