RollXO Casino - Player's account has been closed and withdrawal delayed.

My account was closed because I feel I may have a problem and thought I'd do the right thing, at the time they closed it I had a 3000aud withdrawal pending I'd submitted all documents and they kept asking for proof of address, I'd submitted a bank statement, electricity bill, gas bill, water bill, government issues letter.

Now they won't respond so it looks like they're keeping my money?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request you sent to the casino for verification, along with the casino's responses? My email address is veronika.f@casino.guru
• When exactly did you submit your documents to the casino for verification?
• When was the last time the casino contacted you regarding your verification or account closure request?
• Has your account already been closed, or are you still able to access it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I verified on 5th Nov about 7pm via sumsub it was all verified

I messaged and emailed about 5 hours after that to close my account, I never got a response, I submitted my withdrawal request the next day for 3000aud, they then emailed me saying I needed to submit address proof which I'd already done but I didn't mind doing it again and they cancelled the withdrawal that happened within an hour of the request, I submitted everything again and added multiple documents for address to avoid issues and then did the withdrawal request again i messaged quite a few times over the next few hours about my documents and just kept getting told it was with a manager. A few hours later my account was closed and I can't get hold of them via there 24/7 chat or email.

My account is completely closed which is fine but the fact even there chat won't respond....

I dont no for sure that I have a problem with gambling but I felt I might so shut the account, they didn't take my request seriously until I wanted the withdrawal, it seems they just want to keep money that is rightfully mine.

I created a new account just to be able to message there live chat, after a lot of the same conversation and same answer they're saying this morning it was approved and to wait 7 business days, I hope this is the case and will message you back in that time to say whether or not I get it

Could you please forward me all communication between you and the casino’s customer support regarding the delay in processing your withdrawal request and the verification of your account? You can send it to veronika.f@casino.guru.

Please also note that creating multiple accounts at a casino is strictly against the Terms and Conditions, which could potentially cause issues with processing your payment. For now, I recommend that you refrain from logging into your second account or making any deposits until this matter is clarified.

Dear MatthewKi,

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.

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,

Veronika

Casino.Guru