Casino reopened my account 10 Days after permanent self exclusion due to gambling addiction

Rollxo is repeatedly delaying my withdrawal of €6,142 by requesting additional documents in stages, with several days of waiting between each request. My withdrawal is then declined, and further documents are requested—even after live chat has assured me that my account is fully verified and that my next withdrawal will be processed quickly.

So far, I have submitted:

Standard identity verification, including a selfie, ID and proof of address.
Three months of payslips.
Three months of bank statements.
Three months of Revolut statements.

Rollxo then requested three months of statements for another account, along with explanations of certain transactions. I have provided the transaction explanations, but I cannot obtain the requested statements for the following reason:

The account in question appears to be an account or payment arrangement created as part of Binance’s deposit process. Although it appears to be in my name, I use it only to transfer funds to Binance. I do not have separate online banking access to this account and do not know whether statements are available or how to obtain them.

I have cooperated with the verification process and provided the documents available to me. However, the repeated assurances that verification is complete, followed by further rejected withdrawals and new requirements, have made it impossible to understand what is actually needed to release my funds.

I am asking Rollxo to review the documents already submitted, provide a complete list of any outstanding requirements, and explain what alternative evidence it will accept for the Binance deposit account. I also request a clear timeframe for completing the review and processing my €6,142 withdrawal.

Not sure if this is an issue on my side, but i could not upload screenshots here on the site. I have emails showing declined withdrawals with the new document requests and screenshots of livechat assuring me that my account is fully verified and that my withdrawal should be processed quickly.

Hello. I waited for a long time hoping that the representatives of this casino would be willing to resolve the issue and stop ignoring me, but apparently they are not interested in solving problems without public complaints.

At one point, I made a deposit at this casino and lost it. I forgot about the casino for a while, but later I received an email saying that I had been granted a bonus. When I logged into the site, I saw the bonus, claimed it, met the wagering requirements, and ended up with $46 in my real balance.

I attempted to withdraw the funds, but after 24 hours my withdrawal request was canceled. I contacted customer support, and they informed me that I needed to complete verification. I successfully passed the live verification process, where I had to take a real-time photo of my passport and a selfie.

The only remaining step was address verification. I submitted bank statements in both PDF and JPG formats from several banks, clearly showing my name and address. My documents were rejected, and I was asked to provide a utility bill. I sent them a utility bill as requested.

It has now been over a month, and my document is still under review. I have contacted live chat support multiple times and sent several emails to their support team. They kept asking me to submit bank statements, which I did repeatedly, but my verification was never approved. They also sent me their rules stating that a PDF bank statement is required, yet for unclear reasons they refused to accept mine.

They informed me that they would forward my issue to the appropriate department. More than a month has passed. My emails are being ignored, and the live chat support keeps sending me the same message that they need a bank statement. I do not understand what exactly they want. It seems like they are simply scammers who have no intention of verifying my account.

I will attach screenshots showing that my verification status is still “under review,” even though I submitted the documents a month ago, along with screenshots of my communication with support.

At this point, I have already lost hope of receiving my funds, but I cannot just let this go. I am interested to see how they will respond here on the forum. Otherwise, people should be aware that this casino is suspicious.