Complaint #12
RollXO Casino
This casino cannot verify the account
1 month ago
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.
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.
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