Rox Casino - Player’s withdrawal has been delayed due to repeated verification at Rox Casino.

Hello.

I'm having an issue with ROX Casino.

On February 26, 2024, I wanted to withdraw my winnings from this casino. My withdrawal request was rejected. The administration asked me to upload photos of my documents - a selfie with my Tax ID, a selfie with my Social Security number, a selfie with my birth certificate, and a photo of my passport with a sheet of paper.

I sent all the required photos within 10 minutes. The administration approved them. I made new withdrawal requests at midnight on February 27, 2024. I was informed that my withdrawals will be under additional review by the casino administration and the check would take up to 72 hours.

However, after 72 hours my withdrawal request was still not confirmed. I wrote to the online chat at 2 am on March 1, asking about my withdrawal situation.

I was informed that the casino administration had again requested the exact same photos that they previously accepted from me. The exact same photos which I had earlier uploaded to my profile and that were approved by the casino administration. It turns out, I was asked for photos on February 27, 2024, at 16:09. But I wasn't informed about this at all.

At 2 am on March 1, I uploaded new photos. They were accepted.

In the online chat, I was once again told to wait up to 72 hours because my payment is undergoing additional review by the finance department.

Today is March 4 at 15:00 at the time of writing this complaint. More than 85 hours have passed. My money has still not been withdrawn from the account.

I believe that ROX Casino comes up with any excuses not to withdraw money within the specified deadlines, invents additional checks whose deadlines are also violated, delays the account verification process, specifically asking for the same photos several times. And, to make it even more difficult for the player, ROX Casino doesn't notify the player that they need to upload new photos to their profile.

I can't understand how long to wait, the deadlines aren't defined. The online chat mentions 72 hours, which has long since passed. If we consider that they requested the same photos of my documents again (while I waited about a day from the time the first photos were confirmed), the check has taken more than 4 days. If the terms aren't defined, then the check could take a year, which is beneficial for the casino.

Please help me resolve this issue.

Dear Evgendos1999,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise if you received any winnings from this casino previously?

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,

Petronela

No, the casino did not report what exactly is causing the problem, I do not understand the reason for the delay in the payment of my funds from my account. My account is fully verified. But the casino writes that they need "an unknown amount of time to withdraw money." They're checking something that should take "up to 72 hours" but has already been taking a week. The casino doesn't say anything specific.

I have not withdrawn money from this casino before.

Thank you very much, Evgendos1999, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Evgendos1999,

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

Dear Rox Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Hello dear Casino Guru and dear player Evgendos1999!

According to the rules, point 10.4 The ROX Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Rox Casino!

ROX Casino,

Which day will be the last, 31st day? How many more days do I have to wait?

Why did you need this check? What are you checking?

I have been registered on your site for a very long time and have never had any problems with you. Apparently nothing lasts forever

Dear Evgendos1999,

Have you received any update regarding the verification process of your account?

Dear Mirka,

I have not received any new information regarding the verification of my account. I think that there will be no information before March 31...

Dear Evgendos1999,

Thank you for the update. Please notify me, when the casino provides you more information.

Thank you

Dear Evgendos1999,

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.

Dear Casino Guru, the payment has been approved and the withdrawal has already been made by the player.

Best regards,

Rox Casino!

Dear Evgendos1999,

Could you please confirm, that you have received your withdrawal?

Thank you.

Dear Evgendos1999,

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.