RollXO Casino— player complaints: 11 in English

Reason: Delayed payment 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. --- Ответы в треде --- AskGamblers • Support Team 2 weeks ago Dear all,As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.We thank both parties for their assistance during the complaint process. espentbs3 2 weeks ago all money is received. I consider the case resolved. Thanks for your help askgamblers espentbs3 3 weeks ago I can confirm that i have recieved 5000EUR which is max withdrawal limit per week. I would like to keep the case open until the remaining balance is received, which i will request on monday. AskGamblers • Support Team 3 weeks ago Dear @espentbs3,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.Thanks in advance for your cooperation.

The player from Australia faces a cancelled withdrawal request of 3,200 AUD from RollXO, despite having a fully verified account. He highlights unreasonable handling of the verification request, difficulty satisfying the provided verification requirements, and the casino’s failure to process the withdrawal in accordance with their stated policies. He seeks clarity on outstanding verification and the processing of his withdrawal.The player from Australia faces a cancelled withdrawal request of 3,200 AUD from RollXO, despite having a fully verified account. He highlights unreasonable handling of the verification request, difficulty satisfying the provided verification requirements, and the casino’s failure to process the withdrawal in accordance with their stated policies. He seeks clarity on outstanding verification and the processing of his withdrawal. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 04 Sep 2026 | Resolved : 07 Sep 2026Automatic translation:

The player from Australia was facing repeated withdrawal declines despite completing the KYC process, and she received inconsistent explanations from support. After her withdrawal was accepted, it was later returned to her account without clear reasoning, leaving her frustrated and seeking a detailed investigation and resolution of the issue. We asked for a few clarifications about pending withdrawals, past successful withdrawals, and whether a bonus was active, and the complaint was then marked as resolved by her.The player from Australia was facing repeated withdrawal declines despite completing the KYC process, and she received inconsistent explanations from support. After her withdrawal was accepted, it was later returned to her account without clear reasoning, leaving her frustrated and seeking a detailed investigation and resolution of the issue. We asked for a few clarifications about pending withdrawals, past successful withdrawals, and whether a bonus was active, and the complaint was then marked as resolved by her. Written by KristinaComplaint Resolution Center Team Lead Submitted: 02 Sep 2026 | Resolved : 02 Sep 2026Automatic translation:

The player from Australia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.The player from Australia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Written by JeanCasino Analyst & Complaint Specialist Submitted: 12 Aug 2026 | Resolved : 15 Aug 2026Automatic translation:

The player from Australia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We explained that withdrawals could take several days or weeks and advised her to wait at least 14 days while cooperating with KYC checks and the casino. As she did not respond to our follow-up messages, we were unable to continue the investigation and the complaint was now closed for lack of communication.

The player from Norway had submitted a complaint against RollXO after requesting a temporary account closure to protect his winnings, but the casino took six days to respond, resulting in a loss of his funds. His account was later closed. He sought assistance in recovering EUR 2,000. After reviewing the available information, we were unable to proceed with his complaint because responsible gambling tools were not mandatory and the casino’s live chat had informed him that they had to be set up via email. Since his account was already closed, no further assistance could be provided, and the complaint was now closed.

The player from Australia had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The delay was explained as a common occurrence due to pending KYC verification or a high volume of withdrawal requests, with a recommended waiting period of at least 14 days before filing a complaint. After this period, the player confirmed that the issue had been resolved. The complaint was marked as resolved following the player's confirmation of successful withdrawal receipt.

The player from Australia had completed identity verification with Rollxo three months ago but faced issues withdrawing her funds. After submitting various documents for address verification, her withdrawal was initially accepted but later reversed because the mobile account invoice was rejected, with no explanation provided regarding the bank documents. The Complaints Team requested further information and correspondence to assist with the issue but received no response from the player. Consequently, the complaint was closed due to lack of communication, with the option to reopen it remaining available.

The player from Australia requested the closure of her account and expressed dissatisfaction with the casino's failure to comply despite multiple requests. She highlighted ongoing marketing efforts and emotional manipulation that contradicted responsible gambling practices, and she sought a refund of deposits made after her initial closure request. We clarified that assistance with account closure complaints was provided only when related to gambling addiction or gambling-related harm and that the player did not respond to guidance on submitting a proper self-exclusion request. Due to the lack of response from the player, the complaint was closed without further investigation.

The player from Germany had trouble withdrawing her €450 winnings after depositing via Exodus Wallet. Despite having fully verified her account, live support repeatedly requested a screenshot of a non-existent crypto wallet profile, causing frustration as the player explained the nature of her anonymous wallet. The complaint was closed due to the player’s lack of response to further inquiries from the Complaints Team. The issue remained unresolved as no additional information or communication was provided by the player.

The player from New Zealand had a balance of over $2300 NZD before activating a Level 7 loyalty reward. RollXO canceled his withdrawal by stating a maximum win limit of $125, despite the winnings having been made prior to activating the bonus. He felt that the casino unfairly retroactively applied the bonus terms. The Complaints Team attempted to gather more information from the player to clarify the situation but did not receive a response. Consequently, the complaint was closed due to lack of communication, with the option for the player to reopen it in the future.