RollXO Casino - Игрок считает, что вывод его средств задерживается.

So i won over 60000 on my account playing without a bonus.

They wpuld not pay any momey even though they have paid my other winnings on multiple occasions without kyc upto the amount of 6000.

I completed my kyc and they finally started paying a couple of payments. Then all of a sudden they hit me with the aml requirements to which i have sent my bank statements. They have picked on one person who has deposoted multiple times into my accouny saying they are unfamiliar. They are simply pay id for buying some personal items of interest that i owned and was taking up to much space. They also picked on a direct credit to my name for $6000 and $1500 thinking they came from another account of mine when in fact they were the winnings that they paid out previously. This has been going on for over 2 weeks they have cancelled previous requests that i have made due to askimg for more verification. This has been going on for well over a month now. Iv had to wager 5000 a week to keep my vip status so i can continue to withdraw the maximum of 7500 weekly. Iv wagered roughly 20k which should set me for a month not having to wager or play.

They then say after a week of not playimg that i havnt been active and lowered myj withdrawal limit to $1500. Seeing as this is them taking there time to verify the information and finding anyway to not pay my winnings im deeply troubled that they are not going to pay and find a reason to not pay what can i do

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 Flayvaflaay,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Flayvaflaay,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Flayvaflaay,

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.

So the issue hasnt been resolved. The time it takes to verify documents and the back and forth requesting same documentation again amd again after iv uploaded evidence is a joke. In all seriousness its taken up to 2-3 weeks per withdrawal because they keep asking for more documentation each time i request another withdrawal. There is no unfinished kyc my account is fully verified. They keep asking for bank statements then asking about money thats been put into my account then taking atleast 3-4 days before getting a response. Can they ask for statements considering they arnt governed by aus laws and what not. They will happily take our money with no issue but when we win money they prol9ng it trying to get you to play it back or find a way to not pay at all like serious i won give me my winnings why should they be able to hold it ransom and stipulate/change terms and conditions as they see fit when they wish

Dear Flayvaflaay,

Thank you very much for your response.

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene.

Checking bank statements for the last three months is important for an online casino to verify a player's income as part of Anti-Money Laundering (AML) compliance for several reasons:

1. Source of Funds Verification: Reviewing bank statements helps ensure that the money used for gambling is derived from legitimate sources. This is crucial to prevent money laundering, where illicit funds might be funneled through the casino to appear legitimate.
2. Financial Stability Assessment: By examining recent bank statements, the casino can assess a player’s financial stability. This helps to identify any unusual or suspicious transactions that could indicate money laundering activities.
3. Customer Profiling: Understanding a player’s financial situation allows the casino to build a more accurate profile. This helps in detecting inconsistencies or red flags that might warrant further investigation.
4. Regulatory Compliance: Online casinos are often required by law to conduct due diligence and monitor transactions to comply with AML regulations. Checking recent bank statements is a standard part of this due diligence process.
5. Risk Management: Ensuring that players are using funds that they can afford to lose helps protect both the casino and the players from financial harm, thereby reducing the overall risk of financial crime within the casino.
6. Transaction Patterns: Regular monitoring of bank statements can help identify patterns of deposits and withdrawals, making it easier to spot unusual behavior that could be indicative of money laundering.

In summary, reviewing the last three months of bank statements is a critical step in an online casino's efforts to ensure compliance with AML regulations, protect against financial crime, and maintain the integrity of their operations.

Please let me know of any further developments.

Best regards,

Attila

Dear Flayvaflaay,

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,
Attila
Casino.Guru