Rox Casino - Player’s struggling to complete account verification.

24.01 registration

deposit made with kvitum 320 euro

won from my balance + bonus, made all wager and made withdraw 3000 euro

then won from free spins 3283 and made this amount to withdraw

then i see that withdraws are cancelled by casino

asked in live chat about this and got answer then i need to upload video selfie, i upload it immedeatly, in 2-3 minutes, and sitting happy that i will received this super win. but casino said that they need some additional verification. i saw complaints that players had same problems with withdraw wasting

i ask you for help in this situation

live chat answer copy paste answers

Dear bodja,

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 takes KYC lightly and it might take a few working days to complete this thorough process. Asking for additional verification documents is nothing unusual.

Could you please advise when exactly did you send the video of you to the casino? Did the casino indicate how long the verification of your documents might take? Did you submit any other documents for the casino during the verification process?

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

my KYC verification are possle, passport, passport with id, and passpost with id live 10 seconds video is passed. now i say about some "special" verification, chat they this process are unlimted. that why i wrote here

this is copy of today chat, like you can see, they chat agent ignore question about how long verification process may take:

ыберите удобный канал связи для Вас:

Чат

Лидия 10:54 AM

Здравствуйте! Уточните, пожалуйста, Ваш вопрос.

Богдан ***** 10:54 AM

Привет, какие новости по вашей проверке?

Лидия 10:55 AM

Ваша выплата находится на дополнительной проверке администрации казино. Это не регламентировано какими-либо сроками.

Богдан ***** 10:56 AM

то есть ві можете ее и пять лет проводить?

Лидия 10:59 AM

Богдан, оставайтесь в чате, и я отвечу через несколько минут.

Спасибо за ожидание, как правило проведение проверки занимает несколько дней. Проверка осуществляется в соответствии с пунктом правил 8.20.

Богдан ***** 11:03 AM

я задал вопросом по срокам. ві сказзали что никак не регламентировано сроками

то есть проверка может идти 5-10 лет и более ?

Прочитано

Лидия 11:05 AM

Оставайтесь в чате, и я отвечу через несколько минут.

Лидия 11:05 AM

Оставайтесь в чате, и я отвечу через несколько минут.

Спасибо за ожидание, в такие большие сроки проверка не осуществляется, как я вам сообщила, в среднем проверка занимает несколько дней.

Богдан ***** 11:13 AM

вы продолжаете игнорировать вопрос о сроках. пару дней уже прошло. как долго может длиться проверка ? если не 5 лет, назовите конкретній максимальній срок

Прочитано

Лидия 11:16 AM

В соответствии с пунктом правил 8.20: "Компания вправе проводить проверку совершенных ставок и удерживать выплату на срок, необходимый для проведения проверки. В случае выявления факта участия пользователя в мошеннических действиях или любых других видах деятельности, направленных на использование уязвимости и/или ошибок на веб-сайте с целью извлечения личной выгоды, Компания вправе заблокировать или временно ограничить пользователю доступ к его учетной записи. В этом случае решение о выплате средств с игрового аккаунта рассматривается администрацией веб-сайта в одностороннем порядке."

Богдан, скажите, пожалуйста, у вас имеются дополнительные вопросы?

Богдан ***** 11:19 AM

так ві мне ничего не ответили о сроках

так ві мне ничего не ответили о сроках

я понял что ві хотите тянуть время и не віплачить війгріш основіваясь что я использовал какие-то слабіе места или участвовал в каком-то мошеничестве, но я спрашиваю вам как долго єто может длиться?

Прочитано

Лидия 11:22 AM

Проверка осуществляется в течении пару дней, вам необходимо ожидать окончания проверки.

Богдан ***** 11:22 AM

пару дней уже прошло

доставленo

casino ignore all question about time of this special additional verification. if possible help me

Лидия 11:26 AM

Сроки проверки нерегламентированны.

Thanks for the detailed explanation, bodja.

I understand your frustration, but we'll allow the casino the time to conduct these additional checks. If the casino will not complete these within 14 days since you requested the withdrawal we'll contact them. I'll set up the timer accordingly, assuming you requested the withdrawal on the 24th of January. Please, let us know if there is any news in the meantime. Thank you for your patience and understanding.

i hope this time will help, but i think you understand, for gambler like is 14 days is a very long time. so i will write about situation at 7 02 2023. thank you for help

I understand, bodja.

The 14 days is our standard, we apply it for every case where the withdrawal is delayed. I hope we'll receive good news from you about your withdrawal soon.

tomorrow 07 02 still no any reaction from casino side.. notihing..

07 02 помогите получить війгріш

Thank you very much, bodja, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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 bodja,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Rox Casino to join the conversation and participate in the investigation of the case. Can you please provide some information regarding the delay in the player's verification and withdrawal?

Nice to meet you, Bodja! As far as I can see, your withdrawal is really on the additional check, that's normal thing for us, we need it to exclude the fact of fraudulent actions (Terms and Conditions, point 8.20). Now we are waiting the answer from provider of the game where you made bets, but we haven't got it yet, so as far as we get it, your request will be seen. No worries, we understand your frustration and want to convince you that everything will be fine, it lasts so long cause we can't regulate provider's work and their response time frame. Hope, that everything will be approved next week.

Best regards,

Rox Casino!

Rox Casino, is there any news regarding the player's withdrawal? Please let us know.

Hello, Veronika! Thanks for asking, so unfortunately we haven't got the answer yet, we hope a lot that it'll happen soon, cause we're also interested in solving this issue. As soon as we will get the answer we will give you feedback in here. We can't control the answering time frame of provider that's why we just stay positive and wait. Sorry for such a long process.

Best regards,

Rox Casino!

Thank you. I understand and will be waiting on your feedback.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Happy to see you, Veronika! We're still waiting for a clear answer from the side of the provider, cause some things do not match with ours and that's the main struggle for us. We're understand the waiting kills, but for us it's also tough process, to find the solution without any details from provider.

Sincerely,

Rox Casino!

Dear Rox Casino representative, thank you for the update. Please let us know when you receive new information from the provider.

Dear bodja, I am sorry this process takes so long. However, we have to wait for the statement of the third party which is the game provider. Please be patient.

Hello, Veronika! We're still waiting for the response. Unfortunatelly, that process isn't so easy and fast as we've supposed. We can't regulate the terms now, so we ask you for waiting again, because we also do it. Hope, that the answer will be got soon.

Best regards,

Rox Casino!

Thank you for your answer. The response of a third party is something you cannot speed up or influence in any way. We'll be waiting for an update.

да, прошло уже 45 дней и пройдет еще столько же, казино же говорит надо ждать надо ждать.

Если ві війгрвли в єтом казино будте готовіе ждать по полгода ваши деньги

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Glad to see you, Veronika! We're still waiting for the provider's answer, we do not have any possibilities to have an impact on them, we have just made a request, and remain in the state of limbo.

Best wishes,

Rox Casino!

23 березень 2023, прозшло 2 месяца. Єто просто бред

Dear bodja, I understand your frustration but the waiting time for a game provider's response is something the casino cannot influence. It often takes several months to receive the necessary information. The casino will inform us when they learn something new.

Я понимаю какая проверка идет. Но разве єто может біть нормально, что казино в Отличной репутацией, не моєет поставить срок, пусть даже в несколько месяцев. Ві пишите, проверка может идти несколько месяцев, но ведь казино писало, что проверка может біть бесконечна. Так может казино в отличной репутацией все таки даст конечній срок, пусть даже в три месяца от сегодня? Или будет продолжать єту историю с бесконечной проверкой?

Nice to meet you, Bodja! Now the provider is checking your case, so they didn't set any deadlines for it, we will hear from them when everything will be ready, but nobody knows the exact date. Sorry for such long delay, but it's obligatory part of withdrawal process.

Best wishes,

Rox Casino!

Rox Casino, it is our stance that players should not have to wait for over a month to receive their winnings. In this case, bodja is already waiting much longer. As a result, we will grant the casino one more week to rectify the situation. If we do not receive confirmation from the player that he received his funds by Wednesday next week (12th of April), the complaint will be marked as unresolved. The casino will have the opportunity to reopen the case once the issue has been resolved.

At the same time, we recommend you, dear bodja, contact the game provider yourself. Maybe you'll be luckier than the casino and they'll explain to you sooner what the issue seems to be. Thank you for your patience.

Hi. i can contact game provider, but i do not know anything aout where to write and who is game provider. I am gambler, i do not understand what you meen with "game provider". For me, i registred at casino and played there, games which are provided by roxcasino site.

If possible give me link to game provider or email. I will try to ask them to verify my game faster.

The game provider is the company that created the game you were playing. The name usually appears onscreen when you start the game. Of course, you may have played several games, so if you are not sure which information the casino is trying to verify with the game provider, we'll ask the casino directly.

Rox Casino, please let us know which game provider you've contacted.

I tryed to contact roxcasino in live chat, and asked how to contact this game provider. They sent me to support@roxcasino.com. But support ignore me.

Hello! We have received a response from the provider, this case has been transferred to the risk management of the provider (Amatic) itself and as soon as they investigate and sort it out, we will receive an answer, unfortunately we cannot regulate the deadlines due to the fact that the provider's side works according to its own regulations with its own deadlines.

Best ragards,

Rox Casino!

Dear bodja,

can you please specify what kinds of games you played? Was it slots, live games or was it sports betting? Moreover, since we now know the name of the disputed game provider (Amatic Industries), you may try and contact them as well.

I played only slots, but after 70 days, how i can keep it in my mind. If casino write that this provider is Amatic i can try to write there. But how i need to represent myself and what to write. I can not understand how possible that gambler need to contact some provider after more that two months waiting withdraw. Crazy house.

I found this email: office@amatic.com

I wrote them and now wait answer from this game provider.

We've received new documents from the casino and are further investigating the case.

Dear Rox Casino representative, could you please send me the player's game history to veronika.l@casino.guru? Thank you very much.

Hello, Veronika! We provide you with the player's game history and looking forward to your feedback!

Best wishes,

Rox Casino!

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Greetings all,

after receiving more detailed information about the case, we decided to wait another 90 days for the issue to be resolved with the game provider. I'm sorry, bodja, but your situation is extremely difficult, so you have to be patient a little longer. The casino will inform us about the results of the investigation with the game provider.

difficult situation playing slot game at roxcasino site, after i won 6000 eur. Sounds like scam from casino side😀

What we have now.

me like player who play slot at roxcasino

roxcasino like gamling site with perfect reputation

and like i understand so problem with Amatic, which slot i played and where i got winnigs.

Now. if more that 2 months passed and 3 more months added to understand difficult sutiation. Are Roxcasino with perfect reputation removed Amatic slots for their casino, or i still works, and other players like me, who choose to play Amatic slots, can have same situation, for half year to receive winnings?

Nice to meet you, Bodja! You can make another withdrawal request, we approve it, cause the problem has already solved. To speed up it, you can contact the support service after making a request.

Best wishes,

Rox Casino!

Dear Rox Casino representative, thank you very much for the update.

Dear bodja, please let me know when the new withdrawal is approved by the casino.

Hi, i am so happy to receive this news. Now i will go to casino site and try to make withdraw

This was like hell. But i received money after huge time...

Dear bodja,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you very much for your cooperation and for your great patience. Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards

Veronika