RollXO Casino - Player is struggling with verification issues.

I am submitting a complaint regarding ongoing verification issues with this casino.

I have been repeatedly asked to complete proof of address verification and have fully cooperated throughout the entire process. I have submitted multiple valid documents, including several Bank of Ireland statements that clearly show my full name, residential address, and recent issue dates within the required timeframe. I have also submitted an official government-issued statement downloaded directly from the source.

Despite this, my documents continue to be rejected without a clear or consistent explanation. I was informed that the government-issued statement was considered "modified," even though it is an original PDF downloaded directly and has not been altered in any way.

In addition, some of the same documents were initially accepted through the Sumsub verification system, but were later rejected during manual review, which has created confusion and inconsistency in the process.

I am also now unable to proceed further with document uploads, as the system displays a message stating: "You’ve reached your limit for document uploads. Please contact the support email of the company you are verifying for."

I live at home and do not have utility bills in my own name, but I have provided alternative official documents that should be sufficient for standard verification requirements. Despite this, I am still unable to complete verification or receive a clear explanation of what specifically is wrong with my documents.

At this stage, I am requesting assistance in resolving this issue, clarification on exactly why my documents are being rejected, and support in completing the verification process so I can access my account normally.

Important notice:

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Dear Adamk,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your home address seems to be the only issue?
• Have you provided any other documents, and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your response.

Yes, as far as I am aware, proof of address verification is the only issue preventing my account from being fully verified and my withdrawal from being processed.

My identity verification was completed successfully, and my account initially showed as verified. It was only when I requested a withdrawal of €50, which is the maximum cashout from the no-deposit bonus, that my withdrawal was rejected and I was asked to provide proof of address documentation.

I have submitted multiple proof of address documents, including several Bank of Ireland statements showing my full name, address, and recent dates within the required timeframe. I also submitted an official government-issued statement showing my name and address.

The government-issued statement was rejected as "modified", despite it being an original document downloaded directly from the source and not altered in any way. I repeatedly explained this to the casino but was not provided with a specific explanation of what they believed had been modified.

I submitted numerous documents through the Sumsub verification system until I eventually reached the upload limit and received a message stating that I had reached the maximum number of uploads and needed to contact the casino directly.

After contacting RollXO support multiple times by email and live chat, they eventually reset my Sumsub verification section and asked me to upload my documents again. I followed their instructions and resubmitted my proof of address document, but it was rejected again, and I once again reached the upload limit.

I live at home and do not have utility bills in my own name, so I have provided the official proof of address documents that are available to me. Despite my cooperation and multiple attempts to verify my address, I still have not received a clear explanation as to why my documents are being rejected or what alternative document the casino would accept.

My withdrawal funds have not been confiscated; each time a withdrawal was rejected, the €50 was returned to my casino balance. However, I remain unable to complete the address verification process and withdraw my winnings.

At this point it feels like they are using and excuse or "reason" not to verify my account and withdrawal my winnings !

I must add the bank statement that was requested by them themselves has all the information they requested Name, address and date with all in the last 90 days. I’ve emailed them numerous amounts of times to ask why it has been rejected but I have not once received a straight answer from them, instead I am told to come back later, as my issue is being resolved by support.

It’s all very repetitive at this point and it seems like this verification issue is something they are using to stop me from withdrawing my money !

Thank you for your assistance, and I am happy to provide any screenshots, emails, or supporting documents that may help with the investigation.

Kind regards,

Adam

Dear Kristina,

I would like to provide an update on my situation.

After my previous verification issues, I was informed by support that my account was fully verified and that there were no remaining issues. I was also told that my €50 withdrawal was in good order for processing and that it could take up to 72 hours to be completed.

I was repeatedly reassured over the course of several days that everything was fine and that I simply needed to wait for the processing time to complete.

However, after the 72-hour timeframe passed and my withdrawal was still pending, I contacted support again for an update. I was then told that the request had been sent to the relevant department and that my withdrawal would be processed shortly.

Approximately 20 minutes later, I received an email stating that my withdrawal had been cancelled and the funds were returned to my account.

When I contacted support again, I was then informed that my documents were not accepted and that I needed to upload proof of address again, despite previously being told my account was fully verified and ready for withdrawal processing.

This has resulted in a repeated cycle of:

Being told my account is fully verified

Being told my withdrawal is ready and will be processed within 72 hours

Waiting the full timeframe

Receiving cancellation of the withdrawal

Being told again that there is a document issue

At this point, I am confused and frustrated as I am receiving conflicting information from support, and my withdrawal has still not been processed despite being told multiple times that everything was in order.

I am requesting clarification on why my withdrawal was cancelled after being confirmed as ready for processing, and If I have already uploaded the only Proofs of address i have accessible and they do not accept them, what can I do ?

Dear Adamk,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite RollXO Casino representative to join this conversation.

Dear RollXO Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora and Adamk,

We would like to provide some clarification regarding the verification process.

After reviewing the documents submitted by the player, we determined that the proof of address provided cannot be accepted. As a general compliance rule, we do not accept modified, edited, or otherwise altered documents for verification purposes.

As an alternative, we can accept a utility bill showing the player’s name and residential address. Once such a document is provided, we will review it and continue the verification process accordingly.

Dear RollXo and Barbora

My concern is not simply that RollXO requested verification documents. I understand that KYC checks are part of the casino’s obligations.

My concern is that I have now been informed on three separate occasions that my account was fully verified, that there were no remaining issues, and that my withdrawal was in good order for processing. Each time, I relied on these assurances and waited as instructed.

However, on each occasion, the position later changed. My withdrawal was cancelled, the funds were returned to my balance, and I was informed once again that there was a verification or document issue.

This cycle has now repeated three times. My account has repeatedly moved from "verified" to "not verified" after I had already been told that all requirements had been satisfied and that my withdrawal was being processed.

The issue is therefore not the existence of verification checks, but the repeated changes in my verification status and the contradictory information I have received throughout the process. I have fully cooperated, submitted the requested documentation multiple times, and followed every instruction provided by support.

I am seeking a clear and consistent explanation as to why my account has been confirmed as verified on three separate occasions, only to later be reverted back into verification review, and why my withdrawal has repeatedly been prevented from being completed despite those assurances.

The images I have inserted below are from Yesterday and Today (Both telling me my last document was accepted and there is no problem anymore).

Aslo as mentioned multiple times previously I live at home. I have no utility bills in my name showing the requested information. Therefore I submitted multiple Bank Of Ireland statements, That included all the requested information and all within required timeframe which have been rejected as you " Do not accept Bank Of Ireland statements as proof of address" and I also submitted multiple Government issued benefits statements all contained the requested information and all within the required timeframe, Downloaded directly from the website, that have not been Modified or altered in any way and you have rejected each one manually and claimed they are "Modified" even after SumSub accepted them.

Dear RollXO Casino,

Thank you for your response.

Could you please provide more specific clarification regarding the player's proof of address documents?

The player states that multiple Bank of Ireland statements containing their full name, residential address, and recent issue dates were submitted but rejected. Additionally, the player claims that official government-issued statements downloaded directly from the issuing authority were rejected as "modified", despite not being altered in any way.

Could you please explain what specifically led to the conclusion that the government-issued documents were modified, whether Bank of Ireland statements are accepted as proof of address at your casino, and if not, where this requirement is stated?

I would also appreciate clarification as to why the player was reportedly informed on several occasions that the account was fully verified and the withdrawal was ready for processing, only for the verification status to later change and the withdrawal to be cancelled.

Considering that the player does not have utility bills in their own name, could you also advise whether any alternative proof of address documents may be accepted in these circumstances?

We would appreciate a detailed explanation so that the player can clearly understand the requirements and take the necessary steps to complete verification.

Thank you in advance for your cooperation.

Dear Barbora and Adamk,

We can confirm that the address verification matter has now been resolved. At this stage, no further account verification is required.

Adamk, you may proceed with submitting a withdrawal request. We would only like to remind you that the payment method used for the withdrawal should be verified beforehand.

For bank accounts, please provide a document showing the account holder's name and IBAN. For electronic wallets such as Skrill, a screenshot from the profile displaying the account holder's name and email address will be sufficient.

Dear Barbora,

Following the casino’s response, I uploaded the requested payment method verification documents and submitted a new withdrawal request.

To verify my payment method, I provided a downloaded document directly from Revolut confirming ownership of the account, along with a screenshot taken directly from the Revolut app showing my name and IBAN.

I have therefore complied with the casino’s latest verification request and am now awaiting the processing of my withdrawal.

Kind regards,

Adam

Dear Adam,

Thank you for the update.

I'm glad to hear that the address verification issue has been resolved and that you were able to submit a new withdrawal request.

Please keep us informed regarding the status of your withdrawal. We hope the payment will be processed without any further complications.

Issue is resolved thank you very much.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Adamk,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora