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Subject: RollXO Casino refuses to pay out €3,000 – excuse "Payment provider declined"

Description of the problem:

I requested a withdrawal of €3,000 from RollXO Casino.

I have received payouts via Naudaplay before, so my payment method generally works without any problems.

The casino now claims:

"We approved and transferred the payment, but the payment provider declined."

They provide no error code, no transaction ID, and no technical proof that the payout was even initiated.

The casino refuses to provide any further explanation and keeps putting me off with "Please wait" – for several days now.

I have already submitted all verification documents, my account is fully verified, and the deposit method is identical to the withdrawal method.

I request your assistance as I am not receiving the payout despite fulfilling the requirements, and the casino refuses to provide technical evidence for the alleged rejection by the payment provider.

Amount requested:

€3,000

What I have already tried:

– Multiple contacts with support

– Request for error code and transaction ID (no response)

– Request for alternative payment (no response)

I request mediation so that my payment can finally be processed.

Thank you.

Betreff: RollXO Casino verweigert Auszahlung von 3.000 € – Ausrede „Zahlungsanbieter hat abgelehnt"

Beschreibung des Problems:

Ich habe im RollXO Casino eine Auszahlung von 3.000 € beantragt.

Ich habe bereits früher Auszahlungen über Naudaplay erhalten, daher funktioniert meine Zahlungsmethode grundsätzlich problemlos.

Das Casino behauptet nun:

> „Wir haben es genehmigt und überwiesen, aber der Zahlungsanbieter hat abgelehnt."

Sie geben keinen Fehlercode, keine Transaktions-ID und keinen technischen Nachweis, dass die Auszahlung überhaupt eingeleitet wurde.

Das Casino lehnt jede weitere Erklärung ab und vertröstet mich mit „Bitte warten Sie" – seit mehreren Tagen.

Ich habe alle Verifizierungsunterlagen bereits abgegeben, mein Konto ist vollständig bestätigt, und die Einzahlungsmethode ist identisch mit der Auszahlungsmethode.

Ich bitte um Ihre Unterstützung, da ich die Auszahlung trotz erfüllter Anforderungen nicht erhalte und das Casino sich weigert, technische Nachweise für die angebliche Ablehnung des Zahlungsanbieters vorzulegen.

Geforderter Betrag:

3.000 €

Was ich bereits versucht habe:

– Mehrfach Kontakt mit dem Support

– Nachfrage nach Fehlercode und Transaktions-ID (keine Antwort)

– Bitte um alternative Auszahlung (keine Reaktion)

Ich bitte um Vermittlung, damit meine Auszahlung endlich bearbeitet wird.

Vielen Dank.

Important notice:

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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 Royalace33,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Royalace33,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila