The player from Germany had trouble withdrawing her €450 winnings after depositing via Exodus Wallet. Despite having fully verified her account, live support repeatedly requested a screenshot of a non-existent crypto wallet profile, causing frustration as the player explained the nature of her anonymous wallet. The complaint was closed due to the player’s lack of response to further inquiries from the Complaints Team. The issue remained unresolved as no additional information or communication was provided by the player.
RollXO Casino - Player faces repeated withdrawal delays.
Closed
Our verdict
Player stopped responding
Amount: €420
RollXO Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Translation
I deposited via Exodus Wallet and won €450. After fully verifying my account, which live support confirmed, my withdrawal was declined. I contacted live support again to resolve the issue. They then requested a screenshot of my crypto wallet profile. I explained that it's an anonymous wallet and therefore no profile exists. This process repeated itself about 8-10 times over approximately 24 hours. No matter how clearly I explained that Exodus doesn't have its own profile because it's an anonymous wallet, I was repeatedly told to upload a screenshot of my crypto wallet profile. Eventually, I was told it had been forwarded to a team. One day later, I received the following response from live support:
"I am now supposed to provide proof, including my profile, etc., showing where I previously received the money on Exodus, under my name."
That's completely unrealistic. 1. I didn't receive it from a wallet in my name. 2. I've never experienced such a verification process before. 3. I have fully verified all documents that clearly confirm my name, address, etc.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollxo.
Please allow me to ask you a few questions so I can better understand the situation.
- How have you deposited money into your Exodus wallet initially, to your knowledge?
- Since when have you been using this wallet?
- Have you requested the payout of your winnings in this casino to the same wallet?
- Which other documents were you asked to provide? Were the other documents approved?
- If there is any other relevant communication with the casino support, post screenshots here or send the information to my email at tomas@casino.guru
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Dear Lapush,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
