The player from Austria is facing ongoing issues with the verification process while trying to withdraw her winnings, despite submitting all required documents. She expresses frustration over the repeated requests and hopes for assistance.
RollXO Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €400
RollXO Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
RollXO Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 23h 14m 25s
Case summary
45 minutes ago
Public
Public
yesterday
Translation
Dear Team,
I have been trying for days to withdraw my winnings, but there is always something new during the verification process that doesn't fit. I've had enough because I've submitted all the required documents. I've never experienced anything like this with other casinos. I now only hope that you can help me.
Best regards, Silvia
Automatic translation:
Public
Public
yesterday
Dear Stein53,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Are there any discrepancies between the personal information entered during registration and the information on the documents you provided?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.
Best regards,
Tomas
Casino Guru is examining the case
