RollXO Casino - Pelaajan kotiutus on viivästynyt.

I was able to deposit multiple times without verification in the past. I haven't played in months but decided to put $50 in for fun and ended up getting $150. i tried to withdraw the amount but was emailed saying they have rejected it. I have done all the verification steps besides the prove my payment. i sent them multiple bank statements my card and transactions showing i deposited it. They deny every document i send with the same reason.

"Reason: Please upload into your account ("Verification" tab) a photo of the front side of your bank card used for deposits with the name, expiry date, the first 6 and last 4 digits visible. In case you don't have a plastic bank card (or your name is not written on it), please upload a PDF bank statement where we can see your full name and your card digits. You can request such document at your bank."

I use a digital card and sent bank statements and exactly what they are asking but get denied every time. It seems it doesn't matter what i send to prove i own the card they just deny my withdrawal request.

Would love some help resolving this issue Thanks!

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you reach out to the customer support of the casino for clarification on their requirements?

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

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

"Have you made any successful withdrawals before?" - No i haven't made any successful withdrawals before

"Did you accumulate your winnings with or without an active bonus?" - No i didn't use any bonuses or have any active

"Did you reach out to the customer support of the casino for clarification on their requirements?" No i haven't i Couldn't find an email to send my problem

"Have you provided the required document as soon as possible and in the correct format?"

Yes i use revolut bank and Only have a digital card. they Said they allow screenshots of the bank transfer which i sent (Multiple) and i sent Multiple bank statements showing the transaction. None of which were accepted.

Thanks Blake!

Dear player, please contact the casino directly via their live chat or by email at support@rollxo.com (you can find it here: https://www.rollxo.com/support) and ask them to explain what exactly is wrong with the documents you submitted.

It’s important to get a clear answer from them so we can better understand what needs to be corrected or clarified in your verification process.

Once you receive a response, feel free to share it here or forward the communication to dominika.l@casino.guru so we can continue assisting you.

I have talked to support and they keep saying my address isn't the same. i used my old address for one of my documents bc i didn't have any documents for the address that was on my bank statement. the support person said they gave the address change request and they denied it. i have given them bank statements, ID and heaps of personal information more the enough to verify myself but they deny everything i send still. the support seem to not care and say i need to get a utility bill in my name with my address. I live with my mum and don't pay bills for my address so it is impossible to get such documents. I told them that he said they will send it to another department to help me. the other department instantly rejected the address change request without a reason. I talked to at least 3 people on there support line and all just make me send them the same info and say there other department will help.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RollXO Casino representative to join this conversation.

Dear RollXO Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear player,

Could you please confirm, if you have received the full disputed amount by now?

Thank you.

Dear blakeSharpe23,

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,
Mirka
Casino.Guru