RX Casino - La cuenta del jugador está cerrada y los retiros son rechazados.

Hi, I did an account verification and tried to withdraw 5x2.5 thousand withdrawals even though I had confirmed the account. It was rejected and I contacted the customer service who advised me to try again. I made 3 withdrawal attempts and then I received an email saying I had to send additional documents. Now the withdrawals were rejected in the game account and an internal transfer had been made to my 12,502 money and now there is no response anymore and I can't log into my account anymore.

Hei, tein tilinvahvistuksen ja yritin nostaa 5x2,5 tuhannen nostoja vaikka olin vahvistanut tilin. Tuli hylättyä ja otin yhteyttä asiakaspalveliaan joka kehoitti kokeilemaa uudestaan tein 3 kertaa nosto yrityksiä ja sitten tuli sähköpostiin pitää lähettää lisä dokumentteja nyt pelitilillä näkyi nostot hylätty ja 12,502 rahalleni oli tehty sisäinen siirto ja nyt ei vastata enää enkä myöskään pääse kirjatumaan tililleni enää.

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 Jesbe95,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which verification documents you have initially provided and when exactly you sent the last one?
• What specific documents were requested from you for the additional verification?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

First I confirmed with the casino on their website, took a picture of my passport, after which it said that the account was confirmed. Then I made the withdrawals, after that it came in an email. Now I can't log into my account anymore. Hello, dear user!

Your withdrawal request has been canceled because additional information has been requested about your profile. In order for your withdrawal request to be processed, please send a response to payment@rx.casino and include the following information:

1. A photo of a document that proves your place of residence. The document must be no more than three months old and must contain your initials and home address. This can be, for example, a utility bill or any other document that shows this information.

2. A selfie showing your passport/ID card and your personal account details on our website in the background. The photo must not be a mirror image, i.e. it must be taken with the phone's main camera (not the front camera).

Images must be clearly legible and must not contain cut corners or graphic corrections.

Visit our support chat at https://rx.casino .

Kind regards, RX Team.

Ensin vahvistin kasinolle niiden nettisivuilla otin passista kuva jonkajälkeen tuli että tili on vahvistettu. Sitten tein nostot sen jälkeen tuli sähköpostitse. Nyt en pääse tililleni kirjautumaan enään Hei, arvoisa käyttäjä!

Nostopyyntösi on peruutettu, koska profiilistasi on pyydetty lisätietoja. Jotta nostopyyntösi voidaan käsitellä, lähetä vastaus osoitteeseen payment@rx.casino ja liitä mukaan seuraavat tiedot:

1. Kuva asiakirjasta, joka todistaa asuinpaikkasi. Asiakirja saa olla enintään kolme kuukautta vanha, ja siinä on oltava nimikirjaimesi sekä kotiosoitteesi. Se voi olla esimerkiksi lasku yleishyödyllisistä palveluista tai mikä tahansa muu asiakirja, josta nämä tiedot käyvät ilmi.

2. Selfie, jossa näkyy passi/henkilökortti ja taustalla henkilökohtaiset tilitietosi verkkosivustollamme. Kuva ei saa olla peilikuva, eli se on otettava puhelimen pääkameralla (ei etukameralla).

Kuvien on oltava selvästi luettavissa, eikä niissä saa olla leikattuja kulmia tai graafisia korjauksia.

Käy tukichatissamme osoitteessa https://rx.casino.

Ystävällisin terveisin, RX-tiimi.

Now I finally got answers in the chat, I haven't received any emails like that, this is really crap.

Nyt Sain vihdoin chatissä vastauksia ei ole tuollaistakaa sähköpostia mulle tullut tämä kyllä on ihan paska puhetta

Thank you for your reply and for providing the previous details, Jesbe95.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Did you use a VPN to access the site?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi. I sent you an email.

Moi. Laitoin sähköpostia.

Dear Jesbe95

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

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 RX Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RX Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for reaching out and for your continued efforts in mediating this matter.

We can confirm that the account of the player (jessemikael995@gmail.com) has been temporarily suspended as part of an ongoing internal compliance review. This action was taken following the detection of activity that may be inconsistent with our Terms and Conditions, specifically related to potential violations of Sections 3.4, 5.4, and 6.3 of our Terms.

In accordance with our internal procedures, the account will remain suspended for the duration of the investigation, which may take up to 30 business days. Upon completion of the review, the player will be formally notified of the outcome, which may result in either the full restoration of the account or its permanent closure, depending on the findings.

We take all compliance matters seriously and ensure that every case is reviewed thoroughly and in accordance with our licensing obligations. We are unable to disclose specific details of an ongoing investigation at this stage, as doing so may compromise its integrity.

We appreciate your patience and will provide a further update as soon as the review is concluded.

Best regards,

RX Casino Compliance Team

Thank you, RX Casino, for the information.

Please send a detailed explanation of this situation to my email, romana.r@casino.guru, so we can review it and better understand what happened.

Thank you in advance.

Best regards,

Romi

Dear Romi,

Thank you for your message.

We have sent a detailed explanation regarding this case to your email for review. Please kindly check it at your convenience.

Should you need any further clarification, we remain available.

Kind regards,  

RX Casino Team

Thank you, RX Casino, for your email.

Please reply to me whenever possible.

Respectfully,

Romi

Dear Romi,

I have just sent you a detailed reply via email along with the supporting information. Please kindly check it at your convenience.

Best regards,

RX Casino Team

Dear RX Casino,

We haven't received sufficient evidence from you yet. Please refer to my email at your earliest convenience.

Thank you.

Regards,

Romi