RollXO Casino - La retirada del jugador se ha retrasado.

Won a grand jack pot and have 100,000 aud in account and cant make a single withdrawl although ive supllied all verified documents, every payment just comes back rejected

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mitcho,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that your account is successfully verified?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi kristina!, no bonus activated i deposited $150 and progressivly one a couple games and then got the grand jackpot, my account has been fully verified and my deposit has been verified as well, this was about a week ago i have one and have been trying to withdrawl ever since with no luck. Never had a win before this so havent tried withdrawing before this time

Sorry to add as well, as i read through again, yes i aquired and in game bonus a (feature) or (free spins) you could call it and the grand jackpot landed from there.

Thank you for your reply, Mitcho. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Have you contacted the casino about this issue? If so, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Mitcho,

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,
Kristina
Casino.Guru