RollXO Casino - El jugador enfrenta retrasos al retirar sus ganancias.

I deposited $50 in to RollXO,

I won $5000 on free spins,

I played another $200 getting my total to $4800

I have tried to withdrawl multiple times

I have verified my account successfully, they keep asking for more information, photos of all my bank cards, bank statements, constantly trying to find an excuse.

Now my funds are being rejected for no reason...

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RollXO Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail when the verification of your account started?
• When was the last time the casino asked for documents from you, and when did you provide them?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

I verified my account successfully on the 16th January, this included drivers license, face scan, bank statements, and photos of my bank cards.

I have submitted a withdrawal for $4500 as that’s my weekly limit,

i have spoken to the chat support and they assure me that everything looks good and my withdrawal will be processed but it has been pending since the 16th of January.

i did not use any bonuses to win this amount, it was a super scatter feature

This is the reply I keep recieving

’As I am checking, your withdrawal seems totally fine and it is processed by our financial team manually. Unfortunately, I am not able to tell you exact time frame, although we are trying our best to check all the withdrawals as soon as possible, sometimes, we need some more time. We process all the withdrawals in the queue order and trying our best.’

72 hour later

My $4,500 withdrawal via bank transfer was pending for over 70 hours despite my account being fully KYC verified.

After I requested escalation, RollXO cancelled the withdrawal without my consent or explanation and returned the funds to my balance.

Support has confirmed there are no issues with my account and provided no reason for the cancellation.

I immediately re-submitted the withdrawal. I am requesting Casino Guru’s assistance to ensure the withdrawal is approved and paid, as this appears to be an unjustified delay tactic.

Hello alexg1996,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Did the casino process the full amount or at least part of your winnings since your last post?

Please let me know.

Dear alexg1996,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru