RollXO Casino - Player’s account is closed with pending withdrawals.

On the 15/08/2025 I won $4000. I verified my account which kept getting rejected and then eventually I was informed that the documents were no longer necessary. I contacted the customer support and they transferred me to the "relevant department." Who informed me that the withdrawal would be done manually since I could not find the option on the withdrawal page. The next day I woke up to my account being disabled with no clear reason. Since then I have sent multiple emails asking for clarification on when I can expect my winnings to be paid and the reason/s for my account being closed. I have received a couple of emails sporadically stating that the issue will be resolved, another one said I needed to change the currency from NZD to AUD (which I obviously cannot do if my account is disabled) and finally another email said we kindly ask you to wait a bit longer and I will be updated as soon as they have updates.

I would like this issue to be resolved given the websites terms and conditions clearly state that it could take up to a week for withdrawals to be made. Clearly this has gone on long enough and I would like it to be resolved as soon as possible.

Thank you for reading/ listening to my complaint.

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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:

• What types of games did you play?
• Did you play with or without a bonus?
• Have any of your identity documents been approved by the casino at all?
• What reasons did the casino give you for the closure of your account?
• Could you also please forward me all communication between you and the casino regarding the verification and closure of your account to veronika.f@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,

Veronika

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

Dear Individplayer21,

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,

Veronika