RollXO Casino - El retiro del jugador se retrasa debido a repetidas solicitudes de verificación de cuenta.

Hello, after completing a top-up offer that I received via email, my account was deactivated during the payout.

The email support wanted several selfies with the casino name and the current date on them. I took these selfies four times in total, and they then wanted another one with a new date on it. It's just harassment because the pictures verified me 100%, and support hasn't responded to me for almost two weeks.

Hallo, nach dem Abschluss eines Nachladeangebots, dass ich via Mail erhielt wurde mein Konto während der Auszahlung deatkviert.

Der E-Mail Support, wollte mehere Selfies mit dem Casinonamen und dem aktuellen Datum drauf, diese Selfies habe ich insgesamt 4x gemacht und sie wollten dann wieder und wieder eins haben mit neuem Datum drauf. Es ist einfach nur noch Schikane, weil die Bilder mich 100%ig verifziert haben und der Support mir jetzt seit fast 2 Wochen nicht antwortet.

Dear herre242,

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 share the requests you received from the casino regarding the verification of your account?
• Could you please share the 2 most recent selfies you submitted to the casino? (each from a different day)
• Did the casino provide any justification for rejecting previous selfies you submitted?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear herre242,

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 herre242,

I asked you to submit selfies you sent to the casino on 2 different occasions, however, I only received miniatures from 1 set from you instead.

Could you please share the required information with me?

Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

Looking forward to your reply.

Thank you very much, herre242, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 herre242,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RollXO Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RollXO Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

I'm just checking in because I just received an email from ROllXO Casino. I've now provided my wallet address and hope the payout arrives soon.

Ich melde mich kurz, da ich soeben vom ROllXO Casino eine Mail erhalten habe. Ich habe nun meine Wallet Adresse mitgeteilt und hoffe die Auszahlung kommt zeitnah.

Dear herre242 and Romi,

Thank you for highlighting the case and for your patience while we reviewed the situation.

The account in question was closed as a result of an internal administrative decision, in accordance with our policies and risk management procedures. While we understand that such actions may cause concern, we would like to clarify that the decision was made after careful evaluation of the account activity and relevant circumstances.

Importantly, the player’s balance was not withheld. The full amount of the winnings was refunded to the original payment method on June 13th. Should there be any issues, we will be happy to assist further.

If you require any additional clarification or information, please don’t hesitate to reach out.

Greetings, all.

Thank you, RollXO Casino, for the clarification.

Dear herre242,

Let us know whenever you receive the funds, please.

Respectfully,

Romi

Dear herre242,

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.

Hello, I have received the money! Thank you very much

Hallo ich habe das Geld erhalten ! Vielen Dank

Thank you, herre242, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru