The player from Germany attempted to withdraw her winnings but submitted all required documents multiple times without acceptance. The Complaints Team extended the response time to allow her to provide further information, but she did not respond to the inquiries. As a result, the complaint was rejected due to lack of communication, preventing further investigation into her issue.
RollXO Casino - Player's withdrawal is delayed due to document issues.
Closed
Our verdict
Player stopped responding
Amount: €1,200
RollXO Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Translation
I'm trying again to cash out my winnings. I've submitted ALL the required documents hundreds of times. It's never been accepted.
Automatic translation:
Public
Public
9 months ago
Dear TimmyUffenheim,
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 take 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 you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
