RollXO Casino

This casino cannot verify the account

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.

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

$46

I did permanentely self exlclude in this casino because of Gambling Addiction. (And yes I have a gambling Problem, at one point, I made 50+ Deposits at this casino without a single withdrawal)

I asked specifically to close the Account permanentely and without the option to reopen it later.

10 Days after the self exclusion I asked them to reopen my Account.

They did reopen my account by answering 3 simple Questions with yes:

Do you confirm that issues with compulsive gambling were treated, and you experience them no more?

Do you understand that gambling may lead to losing money and must be treated as an entertainment measure only?

Do you make a conscious decision and willing to accept the risks associated with gambling?

You cant do a gambling therapy within 10 days ..... you have to wait months to even get a therapy place.

I made 99 Deposits and just 1 withdrawal in this Casino, if they would care about their players someone would have noticed I have a serious gambling problem, reopening my account after self exclusion is the last thing they should do.

I demand to return all deposits made since reopening my account (578€) and close the Account now once forever without the option to reopen it.

Ignored Refund Request and Account Deactivation After Successful Deposit at Rollxo

€578

Hello,

I would like to file a complaint against Rollxo regarding an unresolved refund and a lack of response from their support team.

Some time ago, I made a deposit via Ethereum. After the funds arrived in my Rollxo account, my player account was immediately deactivated, and I was no longer able to log in.

After repeatedly trying to reach support, I finally managed to contact someone and requested a refund of my deposited coins. Rollxo then asked me to verify an €80 deposit from 4 months ago. I completed this verification as requested.

After that, they sent me another verification link, but the link does not open. I informed the support team about this issue, but since then, I have received no further response and have been ignored for 2 weeks.

I only asked for a refund of the coins I deposited and for them to be sent back to my wallet. Unfortunately, this has still not happened.

What I don’t understand is this:

How is it possible that my account was accessible in the past — even allowing me to use free bonuses — but immediately after making another deposit, my account was suddenly deactivated?

I kindly ask AskGamblers for assistance in resolving this issue, as the casino has stopped communicating with me entirely.

Thank you in advance.

Kind regards,

$225

Beschwerde-Statistik

Gelöst 4

Durchschn. Betrag $ 238

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 1 Tag

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