The player from Australia faced issues withdrawing $1400 due to a glitch in the sumsub ID verification process on his profile. Despite repeated requests for a reset of his verification, he only received automated responses and did not see any progress after a week. The Complaints Team attempted to assist by requesting details about the documents submitted and offering to help resolve the issue. However, due to the player's lack of response to further inquiries, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to continue communication.
RollXO Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: A$1,400
RollXO Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
3 weeks ago
I am trying to withdraw $1400 from the website. The website uses sumsub ID verification which is bugged or glitched on my profile. For a week now I have been asking them to fix it or even look into the problem
all they have to do is reset the verification process for my account and they will not do it. They have been replying with automated bot messages saying they are looking into it for about a week now and nothing is fixed.
The sumsub country selection button is not clickable and I can not reset the process or go back. I don’t understand why they can’t just let me withdraw if their verification process is broken?
Public
Public
3 weeks ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Dear bwbwbw,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one? Has the casino offered any alternative method to submit your documents?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
Public
Public
2 weeks ago
Dear bwbwbw,
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.
Public
Public
1 week ago
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,
Attila
Casino.Guru
