RollXO Casino - O pedido de saque do jogador foi atrasado.

My account with Rollxo has been verified my identity was verified through Sumsub by the casino at least 3 months ago. I went to make a withdrawal today but they reversed it and said I needed to upload a document showing my address either bank statement, invoice for a bill or legal paperwork that has my name and address. I uploaded my mobile phone account bill invoice, a bank statement and a bank account transaction report all are current as required. After submitting the documents I again made a withdrawal request it was initially accepted but then they reversed it and said they don’t accept my mobile account invoice but never said anything about the bank documents that were uploaded at the same time as the invoice. This is the only casino that I have had an issue with and I don’t understand why.

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 Jussie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at Rollxo.

Please understand that KYC (Know Your Customer) verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

In order to better understand the situation and assist you effectively, please provide more details by answering the following questions.

Your mobile phone account invoice is from 2025. Is this the document that you sent that wasn't approved?

Have you contacted customer support if they will accept your bank statement as proof of address? If so, what was their response?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Jussie,

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,
Jean
Casino.Guru