RollXO Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

RollXO are giving me a KYC runaround. I have deposited in total 21,229 EUR. I have withdrawn 12,527 EUR, but almost all of this was sent back in, and is part of the deposits.

In total I have deposited maybe 10,000 EUR of my own money.

I have only played live casino and without bonus.

I lost a lot quickly and tried to win back my money. I now won my way up to 8112 EUR, almost back to my original deposits.

When I want to cash out now, even though I haven't even won more than I deposited, they are making KYC impossible.

At first I provided source of funds on request. I explained my situation thoroughly and they said:

"Thank you for clarifying. Please upload the last January and December bank statements, just like the one you provided for February, and everything will be in order with your documents."

I submitted the required documents for December and January.

At this point I'd supplied SoF and bank statements. They processed a withdrawal of 1000 euros.

After waiting a few more days, the other withdrawal of 4000 I made before that of 1000 was not accepted. When I asked why they asked for SoF again. I said I had already done that. They checked with finance department and asked me to supply another bank statement for march to date like the ones I'd supplied for December, January and February, then everything would be OK. I complied. Then I contact them again, they ask for SoF again. I said I had already done that. They say "Sorry for the confusion, I need bank statements for December and January." I say "I ALREADY SUBMITTED THAT AND IT WAS APPROVED." They apologize and say I will be contacted.

They contact me and send me a questionnaire, and again ask for the SoF which previously was approved. I fill in the questionnaire, and send the documents again along with new ones. My withdrawals are rejected again.

This is all after previously spending almost 2 weeks trying to explain to them that a self-custody crypto wallet doesn't have a profile page. I have always been very happy to supply the required documents, but their KYC process is so square that I am simply unable to get anywhere with them.

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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.

• Is your player's account accessible to you? Can you log in?
• Could you please explain in your own words what constitutes your income? Does the documentation you provided to the casino support this?
• Could you please share with me your communication with the casino regarding the verification requirements, especially the source of funds coming from the casino? 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

I have lost the remainder gambling now so the complaint is resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear pio33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas