RollXO Casino - Player's withdrawal request is delayed.

I have been asked over and an over to verify. This has been done and provided selfie with drivers, current bill, marriage certificate, bank statement, lease agreement showing address, bank card. Verified phone. Bank statemeng showing withdrawal to rollxo and they still won’t withdraw funds or verify and will not answer chats

Dear Kirstencx, 

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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved and successfully verified?

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, 

Veronika

Hi

I have provided these same documents over and over again. A selfie with drivers, current electric bill showing due date as January 2024 (these are three monthly bills and not able to be monthly ) marriage certificate, bank statement, lease agreement showing address, bank card. Verified phone. Bank statement showing withdrawal to rollxo. I uploaded 18 times now with last being an hour ago.

Thank you

Thank you for your reply. Please forward me all the communication between you and the casino regarding the verification of your account at veronika.f@casino.guru.

Also, please specify if any of your documents have been successfully verified.

Dear Kirstencx,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.