RollXO Casino - Player's winnings are being delayed.

i am having trouble receiving my winnings. Constant stalling from support and with the same responses.

I have put a lot of money and time into this casino.

Now that I have had a decent win they seem to be stalling.

now that I have to verify. I have given them bank statements, license , now they are requesting payroll information?

I can’t get payroll information as I am a sole business owner and I pay myself when I see fit. There response time is every 24 hours in which they cancel the cashout. So I’m losing sleep and cannot believe I have put so much trust into this outfit.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process. 

• When did the verification start?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Were they all accepted/approved?
• Do you have any other document, instead of a payroll, that can be used as proof of source of funds?

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, 

Natalia

Hi thanks for the reply ,

the issue I have is I have sent my personal accounts and my business accounts. Now they want tax accounts? The trust with this sort of information is unreal and so one sided.

to me if I have already uploaded license , utility bill and bank card authorisation surely this is enough for a licensed casino

im also a vip and had previously withdrawn from this casino

Dear player, when did the verification start? Have you provided the casino with any documents confirming that you're an owner of a business to prove your source of income?

Dear Daugu3,

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,
Natalia
Casino.Guru