RollXO Casino - Player's withdrawal is delayed due to repeated verification requests.

I have contacted you countless times regarding my withdrawal & verification. I have been fully verified twice and now again you need additional documentation. I have uploaded a selfie of myself holding my drivers licence, a photo of my bank card used to make the transactions, a pdf of a bank statement showing my personal details, bank statement showing transactions and a screenshot of my online bank of the 5 transactions made to your casino. I have uploaded everything you have asked of me and more. It specifically states on the verification process "a screenshot of bank account with the transactions made" or "a photo of bank card used to make these transactions" I uploaded both of them by the way and an additional bank statement. I have given you more documentation needed than you need to obtain a passport. This is getting ridiculous! Please once and for all verify my account as I have followed your steps accordingly and have given you additional documentation than what your steps ask.

no! You have fully verified twice only to reject me a third time! This is not acceptable. This is my money you’re toying with, like I said I did all that you asked and still it’s not enough, if this is the case why are these steps not listed in the verification process?? It blatantly states:

- photo / selfie holing identification (which iv done)

- bank statement, phone or utilities bill showing proof of address (which I have done)

-proof of payment by either a screenshot of my online bank showing the transactions made to your casino or a photo of my bank card used to make the deposits to your casino. (Which iv done multiple times)

It does not state that I need to provide a bank statement showing proof of transactions. all the information iv provided was exactly done as prompted. I even gave you more documentation to make this easier! Iv never had an experience like this with any online casino! 

I demand release of my funds straight away! 

This should not have been escalated as I followed your rules to a tee.

I’m very unhappy with the services provided, this is supposed to be a fun relaxing site to play on, but it’s proved otherwise. If you need additional information from everyone, then why does it not state that in the verification steps. Iv done everything you have asked of me and more and still it’s just going around in a circle. I feel iv been scammed out of money. I have multiple sclerosis, a life long disability. I played for some fun and got my money back after 5 seperate deposits! Now I go to withdraw my balance, you asked for my documents yesterday in which I provided, you then ticked it all off and said I was fully verified. Then I come back today to find out that you’ve gone back on your word! 

Like Iv said, I demand the release of my pending withdrawal of $2,900.09. You can not lay out the steps needed for verification and then say you need more when iv provided everything you’ve asked for! 

Dear Joeyp123,

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 when exactly did you send the last one?

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

Has the casino provided any feedback or reasons for the rejection?

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

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 in advance for your reply.

Best regards,

Dominika

I provided them with all of the necessary documentation that was needed. I was then told my account was fully verified by email & by the live agent,and that I could withdraw at my convenience. I have screenshots of their verification requirements and showing that my account was fully verified. I logged in a day later and saw that my withdrawal was rejected and was told I needed to upload additional information. I had to send them a bank statement showing the funds into their Casino, even though their steps state that you only need to show a photo of the bank card used to make the transactions. I gave them the additional bank statement and all bank receipts shown for each transaction made to them for additional proof. They came back to me and said it needed approval once again. It’s been almost 2 days even though the first time I got verified took 2 minutes! I have screenshots to prove everything.

Dear Joeyp123, do you have any updates regarding the verification?

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.

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

Dear Joeyp123,

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.