The player from Australia encountered difficulties withdrawing money from the casino as they requested photos of the deposited cards. He submitted one card but lacked a physical card for the second. After complying with a request for a recent bank statement, the casino declined the statement and insisted on another photo of the card. The Complaints Team was unable to proceed with further investigation or provide solutions due to a lack of response from the player, leading to the closure of the complaint.
RollXO Casino - Player's withdrawal is delayed due to card verification issues.
Amount: A$4,300
RollXO Casino
Safety Index:Very highSafety Index
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9.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Hello I need help so I went to make a withdrawal and they asked for photos of the two cards I deposited with so I sent one and I don’t have a physical card for the second one which was a problem so when I complained they said submit a recent bank statement within (3 months) which I did i complied with it. And then they said we want a photo of the card again and declined my statement which comply with exactly what they asked for
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear j48bq7qk6r,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC 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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the virtual card seems to be the only issue?
- Have you provided any other documents to verify your account, and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Complaint Resolution Center Team Lead
Public
3 weeks ago
Dear j48bq7qk6r,
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.
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
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,
Kristina
www.kpvfaw.com
