The player from Australia faced a cancelled withdrawal request of 3,200 AUD from RollXO, despite having a fully verified account. He highlighted unreasonable handling of the verification request, difficulty satisfying the provided verification requirements, and the casino’s failure to process the withdrawal in accordance with their stated policies. He sought clarity on outstanding verification and the processing of his withdrawal. We asked him to clarify which identity documents and proof-of-ownership files he had already submitted and whether they had been reviewed, but the complaint was later marked as resolved by him. As a result, the case was closed as resolved in our system.
RollXO Casino - Player’s withdrawal has been cancelled.
Resolved
Our verdict
Case closed
Amount: A$3,200
RollXO Casino
Safety Index 8.3 HighCase summary
Discussion
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Public
23 hours ago
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23 hours ago
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.
- Have you submitted any other identity documents to this casino for verification apart from your proofs of deposit? If so, please specify which documents you submitted and whether the casino reviewed and approved them.
- Has the casino reviewed the files you submitted as proof of ownership of your Apple Pay account and the deposits you made to this casino?
- Have you provided all the requested documentation on time and in the correct format?
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
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21 hours ago
Yes i have submitted a drivers license- My account id is verified
As seen in the screenshots below, i have written confirmation from their help desk that the proof of ownership of my apple pay were confirmed.
"Everything is good"
"Your account has been fully verified"
Both were discussing my pay id proof.
I have provided everything within 12 hours when requested and as seen on the screenshot their help line attendant confirmed that i have submitted everything needed for now and will have to wait on the finance team.
I just dont understand why its a long process if i’ve submitted everything correctly and quickly.
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19 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear 212nic,
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
