Casinorex - Счет игрока закрыт, а выигрыши задержаны.

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.

Can i forward all the complaints to him?

When does casino rex come?

doubledean98@gmail.com

Hello. How may I help you?

I cannot enter my account

Hello Dean

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

There not responding to anything

so what can I do

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Diana 

04:05 PM

Please wait for the administration's response.

again nothing

Can somebody inform the rep?? I mean how the casino can get away with this?

Why is nothing happening?

Why is it so hard to bring the rep employer here??

Dear doubleda,

My name is Kubo, and I will be handling your complaint moving forward. If there have been any updates regarding this case since the last provided information, please feel free to share them with me.

Additionally, I kindly ask that you refrain from spamming the complaint thread. You can refer to the timer in the upper left corner to see the time allocated for each party to respond. Please understand that you are not the only player with an issue, and we are working diligently to address all complaints as efficiently as possible.

Thank you for your understanding.

I would also like to invite the representatives of Casinorex to participate in this discussion and provide any relevant information to help resolve the issue.

Dear Casinorex,

Could you please provide a detailed explanation of this case, including the reasons behind the closure of the player’s account?

Thank you in advance for your cooperation.

Best Regards,

Kubo

Dear Kubo,

Thank you for your time handling this case.

We would like to clarify that the player’s account was permanently closed by the antifraud department across the entire platform. This means the player is unable to access not only our casino but also any other casinos operating on the same platform.

As part of our standard procedures, the player was kindly requested to provide verification documents. During these checks, it was determined that additional documents are required, as well as a video verification to confirm the player’s identity. In circumstances like this, we are obligated to conduct thorough additional checks to ensure compliance with our security and regulatory standards.

We kindly ask the player to remain patient while these necessary checks are being conducted. Once the documentation review is complete, we will invite the player to proceed with the video verification process.

Kind regards,

Casinorex Support Team

Remain patient ? This 1 month on going? On what bases you closed my account? winning!? I have provided you with all the documents. Please provide me a date for the video call and I will proceed.

Please give me a few minutes

Thank you for waiting. Please wait for a response as soon as there is additional information the administration will contact you

when is there additional informatioN??

Please wait for the administration's response, the administration will definitely contact you

When??

before christmas?

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Diana 

08:47 AM

Unfortunately I don't have such information

Chat knows nothing please tell me when to do the video call I been waiting.

So nothing again for weeks... unreal!

Dear Casinorex,

Could you please provide an expected timeframe for the necessary checks to be completed?

Thank you.

PLease give me a date for a video call I win money and your closing my account???

Hello. How may I help you?

I am waiting for my video verificaiton

Let me check your account, please.

As I can see, you need to wait, our Team will contact you via e-mail on this issue

Still the same

HOW LONG DOES THIS TAKE IT HAS BEEN OVER A MONTH

HELLO HELLOOO??

HALLO HALLOOO??

Dear doubleda,

I understand your frustration, but spamming the complaint thread will not help or expedite the process. I kindly ask you to remain patient as we work toward resolving the issue.

Thank you for your understanding.

Dear Casinorex,

I would like to follow up on my earlier question regarding the expected timeframe for resolution, as it has not yet been addressed. Considering the duration of the delay, I also believe it is appropriate to move forward. Could you kindly provide an update on the case, clarify any additional document requirements from the player, and outline the next steps in the process?

Thank you for your assistance.

Hello. How may I help you?

Yes

when do I need to do my viedoe verifcations?

Read

For additonal information please contact administration via support@casinorex.com

This is frustration to the top how can this be a A rated casino?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So this is the way this works? Casino's with high ratings just don't responds.

Easy if you don't want to play players.. take all the losing money but when you need to pay just lock the account.

Hello Dean. Can you please specify?

I needed to do a video call

when can I do it

I don't really understand what video call, we don't do it usually

My account is locked

Read

Victoria 

10:18 AM

Please contact us via e-mail about this issue support@casinorex.com

I got an update they want me to make a video.

Video sent yesterday it has been received. They should open my account.

Dear doubleda,

Thank you for the update. I'm glad to hear that the casino has already proceeded with the video verification. I hope everything goes smoothly from here, and that your account will be reopened once the video is reviewed.

Please keep me informed of any updates.

Dear Casinoguru,

We are writing to provide clarity regarding the resolution of the account review for doubledean98@gmail.com

The player's verification documents were thoroughly reviewed by our compliance team as part of our standard procedures. After careful consideration, it was determined that the remaining balance on the account will be refunded in full to the player. However, due to violations of our Terms and Conditions, the player's account will remain permanently closed across the whole platform.

This decision is final, and no further correspondence on the matter will alter the outcome. Please note that this action is in accordance with our policies to maintain the integrity and security of our operations.

We have already initiated the refund process for the player's remaining balance and are committed to ensuring that this is completed in a timely manner.

Kind regards,

Casinorex Support Team

When do I get my payment?

So now another spanner in the works to not pay out. My Skrill account is permanently closed now and can never be reopened and i sent the Casino proof of this and my Iban info to send my money. Now they say they will not pay as it is not the method i deposited with under money laundry regulations. The account is in my name so has nothing to do with money laundering regulations. Back to square one with this Casino. No solution offered just saying won`t pay. Impossible to get money on a permanent closed account. What is the issue to pay to Iban in my name that i own other than the fact to avoid paying me my winnings?

Dear Casinorex,

Thank you for your message and for considering this matter.

According to the player, there are issues with the refund to his Skrill account, which has already been closed, so it's no longer possible to send the money there. Is there an alternative method you can offer to transfer the player's funds?

Thank you.

They are so slow and not responding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

" Hello,

Please be informed that we forwarded your bank account details to the payment provider. If they require any other information from your end we will let you know.

Kind Regards,

Casinorex Support Team "

Dear doubleda,

I have been informed by the casino representative, outside of this thread, that your withdrawal has already been processed. Kindly let me know once you have received the funds.

Thank you.

I need to proof of payment? when can i get it can they email it?

Dear doubleda,

As per my information, the casino has already provided you with the proof of payment for this transaction. I kindly request that you submit the document to your bank and update me once the funds have been released.

Thank you for your cooperation.

Dear doubleda,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo

Hello Everyone,

I have reopened this case at the player's request to reclassify it as resolved, as the player has confirmed receipt of the funds.

Dear doubleda,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo