The player from Germany is facing significant issues withdrawing his winnings of €41,472 after his account was deactivated following a withdrawal request. Despite submitting various verification documents multiple times and receiving confirmation of account verification, his requests remain unresolved, leading to repeated frustrations with the casino's support.
RollXO Casino - Player's withdrawal is delayed and account closed.
Amount: €44,000
RollXO Casino
Safety Index:Fresh casinoSafety Index
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6.9
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Opened
Current status
Waiting for player to reply
4d 4h 25m 10s
Case summary
3 days ago
Public
Public
6 days ago
Translation
I hereby request help with a problem with the above-mentioned casino. On March 8, 2025, I deposited €93 and played with a 130% bonus (up to €500 in bonus money). I then hit the max win of €41,472 (25,920x) on a slot with a €1.60 bet and an extra bet of €4.80. I continued playing and made several smaller wins until the bonus terms were met. I then requested a €3,000 withdrawal and continued playing the next morning until the amount was paid out. At this point, I had €3,000 in withdrawal and €41,000 in my account. Shortly afterwards, the withdrawal was canceled and my account deactivated. On March 9, 2025, I received an email stating that I was now blocked from receiving any further bonuses. On March 10, 2025, another email followed with the following content: upload a selfie with your ID document and a piece of paper with the text "Hello RollXO, current date". For additional verification of your account, we ask you to upload the following documents to your profile (tab "Verification"):
1) A document (or documents) showing the money flow in the account (for the past 3 months) you used to deposit at our casino. This can be a PDF bank statement or an e-wallet statement for the past 6 months. We need to see all transactions made through these bank/e-wallet accounts (we need to see all transactions made, not just deposits to our casino).
2) One (or more) document(s) showing the source of your income used to deposit funds into our casino within the last 6 months. For example: 3 monthly pay stubs, proof of business ownership with cash flow, sale of a property, inheritance payment or divorce settlement, etc.
3) a detailed bank statement in PDF format showing that your income (the source of funds) has been transferred to your bank account in the last 3 months or more.
I submitted all the documents. On March 11, 2025, the documents were requested again, and I sent them again. On March 12, 2025, the documents were requested for the third time, and I was asked to verify them additionally via a link (Sumsub). I did this again, and after completing the verification via the link, I received confirmation that my profile was verified. On March 13, 2025, I received an email with the following content: We're sorry, Dear Customer, Unfortunately, we were unable to verify your documents.
Best regards
The Sumsub Team
This was followed by numerous live chat conversations, in which I repeatedly received various responses. For example, "Please upload a selfie," "Please upload a selfie without the phone's watermark," "Please be patient," "We haven't received a response from the manager yet to inform you," "We have escalated the issue to our specialists," etc.
Now there are no updates at all and the chat keeps giving me the same answers or just ends the chat with the words "Upload a selfie".
I have now submitted all documents three times, sent about 20 selfies (with and without watermarks) and don't know what to do next.
The bonus had no upper winning limit, I never exceeded the maximum bet of €5, did not play any prohibited games, and did not violate any bonus terms and conditions.
I would really appreciate your help as I don't know what to do on my own and have the feeling that I'm just being put off and kept waiting.
I have archived all documents/conversations and would make them available to him immediately if needed.
Best regards
Kevin L.
Edited by a Casino Guru admin
Automatic translation:
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5 days ago
Dear kevin9191,
Thank you very much for submitting your complaint. I'm sorry to hear about the difficulties you are experiencing. I appreciate the detailed information you provided, and I would like to ask a few additional questions to better understand your situation:
- Have you received any specific reason from the casino as to why your documents could not be verified?
- When you were asked to upload a selfie multiple times, were there any differences in the instructions provided by the casino? For example, did they specify different requirements each time?
- Have you tried requesting further clarification from the casino regarding what exactly is preventing the verification from being completed?
If you have any relevant emails or screenshots that could help clarify your case, please feel free to forward them to veronika.f@casino.guru.
Your cooperation in providing these details will help us investigate and work toward a resolution.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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5 days ago
Translation
Dear Veronica,
Thank you for your quick response.
1. It all started with me sending a selfie on lined or graph paper with my ID and a text, a statement from my e-wallet (Mifinity), a bank statement, and a document detailing my source of income. There were also a few questions to answer. I did that. A day later, I received the same email again. This time, I sent all the documents again. In the meantime, I was repeatedly told by chat to upload a selfie, which I then did again via email. At first, I was never given a reason why there was anything wrong with the documents or selfies. Then I received an email again requesting me to submit the documents + the Sumsub link to verify my ID and identity. The Sumsub verification was successful, and a day later I received an email with the following content: (We are sorry, dear customer, unfortunately we were unable to verify your documents.) In another email, the questionnaire was requested again. I answered this one, too, for the third time.
2. The first and second time, I sent selfies, documents, and a questionnaire. The third time, I sent documents and a Sumsub link (verification) with the statement: "Please note that your funds may be withdrawn if verification is not completed. To avoid interruptions, please upload the required documents via your profile." Since my account was deactivated one day after I won, I could only send the documents again via email. (I explained this several times in the chat.)
The fourth time it was the questionnaire again.
Then I went back into the live chat and was told to upload a selfie without the watermark (A34 5G bottom left in the image). I did that immediately. Aside from the watermark, I wasn't given any reason why the documents or selfies were wrong.
3. Yes, I have repeatedly asked in the live chat (daily) and always received the same answers. (All documents have been forwarded, upload a selfie, please be patient, upload a selfie without a watermark, wait until the selfies have been verified, multiple chats have ended, no response from the manager regarding verification, problem is known, problem has been passed on to our specialists.) So I have received a variety of statements from the chat and not a single explanation from the support email as to what is wrong with my documents. The documents are simply requested again and again via email for no reason.
I'm sorry I couldn't answer these questions briefly, but everything has become so confusing and jumbled that I can barely keep track of it myself. I will forward all the documents to him immediately, sorted as best as possible, via email.
Best regards
Kevin L.
Edited by a Casino Guru admin
Automatic translation:
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5 days ago
Translation
And now I received another email with the following content 30 minutes after I sent you my documents.
Dear Kevin,
Our casino reserves the right, at the discretion of the administration, to request additional Skype verification (video call). You should provide your documents during the Skype verification.
Please provide us with your Skype contacts. Please also let us know the best time for you to call us.
The call can be held during our working hours: Monday-Friday, 6:00-14:00 UTC TZ
Automatic translation:
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3 days ago
Translation
Dear Veronica,
After the Skype verification via video call and various questions, the casino answered me.
The casino now wants to transfer the balance to me within the monthly/weekly limits.
With your consent, I would not close the case immediately but would wait until one or two payments have been received.
Thank you very much for the help and support
Best regards
Kevin L.
Edited by a Casino Guru admin
Automatic translation:
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3 days ago
Dear kevin9191,
Thank you for your detailed update, and I’m glad to hear that you’ve received some progress with the verification process. It’s great that the casino is now looking to transfer the balance, and I agree that it would be wise to wait until a few payments have been successfully processed before closing the case.
Please keep us posted on any further developments, and if you encounter any more issues or need additional assistance, don’t hesitate to reach out. We’re here to help.
kevin9191 has 4d 4h 25m 10s to reply
