Rox Casino - Player's withdrawal requests are continuously rejected.

This bookmaker is a joke. I have been trying to withdraw money from it for over a month. They reject all requested withdrawals. I'm tired of dealing with them. I deposited money via jeton, but of course they don't want to pay me money for it. Of course, they also reject it for a bank account. I have already sent them a million documents for verification and of course they also reject them. After rejecting the payment application, of course there was no response to the e-mail asking why it was rejected. Please for intervention. I just want to pay the money due to me for jeton but it is impossible in this company.

Dear kickoff,

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. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

If there is any response from the casino you received relevant to the issue, please forward it to my email at tomas@casino.guru

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

Hello, dear player! You need to correctly create a withdrawal request. If you have any difficulties, the support chat will help you. It works 24/7.

Best regards,

Rox Casino!

They approved all the documents and I even ordered payment once in January, but now they keep rejecting everything. In January, I couldn't withdraw money for jeton because they allegedly had a breakdown, but now, after almost a year, they don't want to pay me for jeton again because they have... breakdowns again. They also don't want to pay the money to my bank account, even though I sent them all the documents, they reject them for unknown reasons. This bookmaker always has problems with everything. As for verification, I sent them both sides of my ID card, a selfie, a utility bill, a bank statement, etc. I don't remember more. They are always low, they are always sick, they still refuse all payments. I wanted them to send me money to Revolut and I sent them a document confirming that it was my account and of course what? Rejected request for payment.

Here is confirmation that the payment for the jeton was approved but canceled due to a malfunction:

I apologize for the delayed response.

Dear Rox Casino representative,

could you please advise what you mean by 'correctly create a withdrawal request'?

Has there been any development regarding kickoff's withdrawal?

I'll await your response.

Now they have removed the jeton from the deposit and withdrawal options. I sent them a bank statement of the account to which I want to withdraw the money, but of course they still don't like it. All withdrawal requests are then rejected. I haven't had to deal with such a hopeless bookmaker for several months, making it difficult to pay out.

Dear Rox Casino representative,

Could you please explain the reason why kickoff's withdrawal requests are being rejected?

What steps should the player take in order to successfully withdraw his funds?

I'll await your response.

Hello, dear player and representative of Casino Guru! The player needs to make a withdrawal to the account ******50, which is already verified. Please note that it is necessary to enter the account number without spaces. Or to the account ******47, but it must also be verified first, by sending a bank statement. For additional help, he can contact the support chat, which works 24/7.

Best regards,

Rox Casino!

Thanks for the clarification.

Dear kickoff,

Please let me know if the solution is feasible for you.

I'll await your response.

I reached an agreement with them and they finally paid me everything. Thank you Tomas for your help. The complaint can be closed and marked as resolved. Thank you again :)

Dear kickoff,

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 and Rox Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru