Casinorex - プレイヤーのアカウントは閉鎖され、賞金の受け取りが遅れます。

I deposited and played at Casinorex, winning €5,101. When I tried to withdraw, my account was suddenly disabled without any explanation. I was asked to provide KYC documents, which I did promptly, including my ID, proof of address, and screenshots of my Skrill transactions.

Despite submitting everything they asked for, Casinorex kept requesting more documents or asking me to resend things, like a selfie with my ID or additional financial statements. I even provided a six-month Skrill statement and proof of source of income to comply with their demands, but they still haven’t released my funds.

It’s been weeks of delays and repeated requests, and I’m still unable to access my account or withdraw my €5,101 winnings. I just want my funds released and this resolved quickly.

Dear doubleda,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that KYC is a fundamental 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. The casino may also request additional documentation for verification if necessary. Therefore, please allow me to ask you a few questions to clarify your situation.

Could you please specify which of your documents have been successfully verified and which documents you are still waiting to have verified?

When exactly did you submit the most recent documents for verification?

When was the last time the casino communicated with you regarding your verification?

Which games did you play? Did you play with a bonus?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I understand the importance of KYC and have complied with all the requests from Casinorex. I’ve submitted everything they asked for, including:

My ID

A selfie with my ID (multiple times due to their repeated requests)

Proof of address

Skrill statements covering six months

A bank statement

Proof of source of income

The most recent documents were submitted on December 4, 2024, but the casino hasn’t verified my account or released my winnings. The last communication I received from Casinorex was on November 28, 2024, asking for additional documents, which I immediately sent.

I’m unsure whether I played with a bonus or not—I simply deposited, played, and gambled as usual. I’ve done everything they asked, but my account remains locked, and I haven’t been given a clear update or timeline for resolution.

I just want the verification finalized and my €5,101 winnings paid out.

Thank you for your assistance in resolving this issue.

VictoriaMon, 09 Dec 2024 15:09:20 GMTHello. How may I help you?

Dean15:09Yes my account is locked

Dean15:09i provided all the doucments

Dean15:09haven't received my payment yetV

ictoria15:10Hi DeanVictoria15:10Let me check your account, please.Victoria

15:13You can send an email to

support@casinorex.com

. The administration will answer you.

Only reply from the chat.

Is this enough?

Thank you for your replies. Have you contacted customer support via email as suggested by the live chat agent?

Have any of your documents been approved in the meantime?

Could you please specify what types of games you played? Were they slots, or live casino games?

I am sending them mails daily. NO RESPONDS.

I am contacting the chat daily . Say to write a email to support!

I am in the LOOP. Not sure why you asking me all these questions that already filled int he complaint.

I just play some slots nothing else. I click the button and win? Not much I can do about that.

Can you contact the rep please!?!?

It is also really easy if you win you just LOCK an account and not pay. GOOD BUSINESS MODEL

Let me check your account, please.

As far as I can see your account has been closed by the administration's decision. For additional information please contact support@casinorex.com

Yes where is my payment?

my full balance?

Read

Please write to us by e-mail, the administration will definitely answer you

Same as every day

Thank you very much, doubleda, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.