Complaint #15
RollXO Casino
Delayed payment and endless verification process
3 days ago
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.
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.
Screenshot
