RollXO Casino - Тегленето на играча от 40 000 евро е несправедливо задържано.

Subject: Unjustified withholding of €40,000 and abusive KYC/SOW practices by RollXO Casino

Dear Casino Guru Team,

I am filing a formal complaint against RollXO regarding a pending withdrawal of €40,000. While a previous portion of €30,000 was paid out, the casino is now blocking the remaining balance by constantly changing their verification requirements.

Case Details:

I have been trying to verify my account for several weeks and have already submitted over 50 different documents, including:

 * Standard KYC (ID, selfies with ID, proof of address).

 * Full bank statements.

 * Source of Wealth (SOW) documentation.

 * Official confirmation from my tax advisor regarding my company and financial status.

The Issue:

The casino is engaging in clear "stalling tactics." Every time I provide the requested documents, they invent new, unrealistic requirements. They are now demanding internal business evaluations (BWA) of my company, which are irrelevant to my private gaming activity. Despite my full cooperation and the submission of sensitive professional documents, the casino continues to reject them or ask for more without valid justification. I even started to play again in order to get the weekly payout from 1000€ to 5000€ again and they still continue with their plan.

In addition they want me to pay in more money in order to keep my VIP Status and its benefits. Which is ridiculous regarding the fact that I have 40.000€ in my account

Request:

I have fulfilled all reasonable (and even unreasonable) requests for information. It is evident that the casino is trying to avoid paying out my legitimate winnings. I request Casino Guru’s assistance in mediating this case to ensure my account is fully verified and the remaining €40,000 is paid out immediately.

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 Billiejean4420,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal?
• Which documents has the casino rejected? Have you received any official communication from the casino regarding the rejection of your documents? If so, could you please share the details?
• What was the reason given by RollXO for requesting the internal business evaluations (BWA)?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello and thank you so much for the quick response!

My last possible payout was on the 09.03.2026. After that they started with their ridiculous verification process. Before that they tried to animate me to gamble more which I consequently refused to do.

After I send the requested documents they either just ignore them and ask for new ones or they tell me that the documents are not acceptable due to various reasons such as originality etc. Which is also crazy because I am self employed so I get all the documents from my accountant. They also requested a formal statement from my accountant which I also sent. They also wanted to see my 2 bank accounts where I made payments from. The last 6 months. When I sent them the pdf files they didn't accepted it and wanted me to go the bank and get it from them. They printed over 100 pages and stamped and signed it all and I had to pay 50€ for the service. When I send them the first stamped and signed pages they just ignored it and asked for new things. Its impossible to get through the verification process.

When I send them official tax documents they asked for "original" ones. It doesn't even make sense because all the documents I gave them are official documents from the bank or accountant etc.

There is always the same "reason". It's for security reasons, standardized process etc. But if I am not able to see the end of the tunnel and they always come up with new things, how can I solve this then?

I attached some screenshots as well and thank you again for your help

Dear Billiejean4420,

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, Martina ([email protected]). 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,

Kristina

Dear Billiejean4420,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RollXO Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for bringing this matter to our attention, and please accept our apologies for the delay in our response.

We have sent our explanation regarding this case to Martina via email and will follow up based on her review.

Thank you, RollXO Casino Team, for your email.

Dear Billiejean4420,

I understand that it may have been frustrating to repeatedly provide documents for verification. However, please note that casinos are required to verify players remotely and cannot confirm identities in person, so these checks are necessary to ensure that funds are released to the rightful owner. Requests for Source of Funds (SOF) and Source of Wealth (SOW) are standard procedures across the industry.

The casino has also informed us that you requested the closure of your account and that there is currently no remaining balance.

Could you please confirm whether this information is correct?

Thank you very much in advance for your cooperation.

Dear Billiejean4420,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru