Rox Casino - La cuenta del jugador ha sido cerrada y las ganancias confiscadas.

I am a female player from Russia. I registered at this casino about a week ago. I immediately submitted documents for verification, which were approved.

I deposited approximately 50,000 rubles. I played roulette with this amount and won. My balance became 106,000 rubles.

I wanted to withdraw my winnings, but I was denied. They asked me to verify my cards and statements. I provided everything, and they said my withdrawal was approved. However, when I attempted to withdraw, it was canceled, and they claimed my passport was expired.

I explained that I am a woman with a first-degree disability. I weigh about 300 kg and cannot get out of bed to obtain a new passport. The Russian government has allowed me to use my old passport.

They said they didn't care. After six hours of negotiations, they asked me to send them my disability certificate, which I did.

Then they requested a selfie with my SNILS, insurance policy, date of birth, old passport, and something else.

I replied again that I am bedridden and cannot get out of bed. I am taken care of only by my 80-year-old grandmother, who is unable to take a photo of me. I am unable to provide the photos they are asking for.

I am considered incapacitated, and I repeat that I cannot provide what they are requesting. They responded that they do not care.

Now, in addition, they have blocked my account and requested a video call with them. I do not understand how they envision this. I cannot even speak.

Please help me resolve this issue and withdraw my funds totaling 106,000 rubles.

я женщина игрок из россии. зарегестрировалась в этом казино примерно неделю назад. сразу внесла документы для верификации которые одобрили.

внесла депозит в размере 50000 рублей примерно. на них я поиграла в рулетку и выиграла. мой баланс стал 106.000рублей.

захотела вывести но мне отказали, попросили верефицировать карты и выписки. я все предоставила и сказали что мой вывод одобрен. я поставила на вывод после чего мне его отменили и сказали что мой паспорт просрочен.

на что я им сказала что я женщина инвалид первой группы, мой все около 300кг и я не могу вставать с постели чтобы получить новй паспорт. российское государство разрешило мне пользоваться старым паспортом.

они сказали что им все равно. после 6 часов их уговоров они попросили скинуть им мой документ об инвалидности, что я и сделала.

после чего они мне сказали скинуть селфи со снилсом полисом датой рождения старым паспортом и ещё что то.

на что я им ответила ещё раз что я лежачий человек, я не встаю с постели, за мной ухаживает только 80летняя бабушка и она не сможешь меня сфотографировать. я не в состоянии предоставить им данные фотографии.

я считаюсь недееспособным человек и ещё раз повторюсь я не в состоянии ничего предоставить что они просят. на что они отвечают что им все равно.

а щас вдобавок заблокировали мой аккаунт и попросили поговорить с ними по видео. я не представляю как они себе это представляют. я даже говорить не могу.

помогите мне пожалуйста решить данную проблему и вывести мои деньги в размере 106000рублей

Dear feltylakeshia57144,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and the documents that the casino requested are very common and it would be hard to assist you if you are unable to provide all the required documents.

• Could you please clarify which documents you have provided? Do you have any valid ID?
• Which games did you focus on - slots, live casino, sports betting, etc.?

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,

Kristina

It's not my fault that I'm disabled and can't give them what they want.

I provided them with a selfie with a CURRENT passport (they say that I should have changed it already, but since I am a bedridden person, the state allowed me to use my passport). I also provided a photo of my passport, and all statements from my bank. And also a document confirming that I am disabled.

I only played roulette without using any bonuses.

я не виновата что я инвалид и не могу им предоставить что они хотят.

я предоставила им селфи с паспортом АКТУАЛЬНЫМ (они говорят что я его уже должна была поменять, но так как я лежачий человек государство разрешило мне мои паспортом пользоваться). Также я предоставила фото паспорта, и все выписки по своему банку. А также документ подотверждающий что я инвалид.

Играла я только в рулетку без использования каких либо бонусов

Thank you very much for your reply, feltylakeshia57144. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

what exactly are you interested in? all correspondence with the casino was in the chat, it is not saved. should I write to them again and send you screenshots?

что вас именно интересует? вся переписка с казино была в чате, она не сохраняется. мне им ещё раз написать и скрины вам скинуть?

Please forward any evidence that we could use to support you in this case. If you are unable to provide valid documents and cannot attend a verification call, our options to assist you are unfortunately very limited.

Give me your email and I'll send you my disability certificate

дайте свою почту я справку об инвалидности вам скину свою

We understand that your situation presents challenges; however, a valid, unexpired identification document is a fundamental requirement for account verification. Unfortunately, without it, we are unable to assist in having your account verified.

Additionally, verification processes often require some level of player cooperation, such as providing selfies or participating in a video call. Since you have chosen not to proceed with these alternative methods, it is not possible for the casino to complete the verification. No reputable casino would be able to verify an account under these circumstances, and we are unable to force them to do so.

Given these limitations, we strongly advise avoiding playing in online casinos, as verification will be necessary at some point in most of them, regardless of the platform.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.