RollXO Casino - Pelaaja kohtaa toistuvia kotiutusviiveitä.

I deposited via Exodus Wallet and won €450. After fully verifying my account, which live support confirmed, my withdrawal was declined. I contacted live support again to resolve the issue. They then requested a screenshot of my crypto wallet profile. I explained that it's an anonymous wallet and therefore no profile exists. This process repeated itself about 8-10 times over approximately 24 hours. No matter how clearly I explained that Exodus doesn't have its own profile because it's an anonymous wallet, I was repeatedly told to upload a screenshot of my crypto wallet profile. Eventually, I was told it had been forwarded to a team. One day later, I received the following response from live support:

"I am now supposed to provide proof, including my profile, etc., showing where I previously received the money on Exodus, under my name."

That's completely unrealistic. 1. I didn't receive it from a wallet in my name. 2. I've never experienced such a verification process before. 3. I have fully verified all documents that clearly confirm my name, address, etc.

Ich habe über Exodus Wallet eingezahlt und gewann 450€. Nachdem ich mich vollständig verifiziert habe und der live support dies auch bestätigte wurde meine Auazahlung abgelehnt. Ich betrat erneut den live support um das problem zu klären. Der live Support forderte daraufhin einen screenshot von dem Profil meiner Krypto wallet, ich erklärte das es eine Anonyme wallet ist und da kein profil vorhanden ist. Das ganze wiederholte sich über circa 24 stunden etwa 8 - 10 mal. Egal wie deutlich ich erklärte das exodus kein eigenes profil hat da es eine anonyme wallet ist wurde ich immer wieder einfach nur darauf hingewiesen das ich ein screenshot meines krypto wallets profil hochladen soll. Am ende wurde gesagt das es an ein team weitergeleitet wurde. 1 tag später bekam ich vom live support folgende antwort:

" ich solle nun einen nachweis bringen mit profil usw von wo ich das geld vorher auf exodus bekommen habe mit meinem namen"

Das ist völlig utopisch 1. Habe ich es nicht von einer wallet bekommen in meinem namen 2. Habe ich solch einen verifizierungsprozess noch nie erlebt und 3. Habe ich sämtliche dokumente die meinen namen, adresse usw deutlich bestätigen vollständig verifiziert

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollxo.

Please allow me to ask you a few questions so I can better understand the situation.

• How have you deposited money into your Exodus wallet initially, to your knowledge?
• Since when have you been using this wallet?
• Have you requested the payout of your winnings in this casino to the same wallet?
• Which other documents were you asked to provide? Were the other documents approved?
• If there is any other relevant communication with the casino support, post screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Lapush,

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,
Tomas
Casino.Guru