RollXO Casino - A desistência do jogador foi rejeitada.

I deposited $221 with Rollxo and won approximately $6,000 during a feature round. The winnings were originally from bonus cash, so I wagered 100% of the balance until it fully converted into real cash, exactly as their terms require.

After meeting all conditions, I completed every verification step and submitted a $5,500 withdrawal. Without any proper explanation, the withdrawal was rejected.

I contacted support and even suggested a fair solution — to give me the bonus funds back so I could re-wager them from scratch. This was refused, and I was told the decision was final. As a result, I’ve effectively had $5,500 taken from me.

I was genuinely keen to continue using Rollxo, but this experience has left me feeling misled and extremely disappointed. I will be taking this further with Consumer Affairs and other regulatory bodies, as players deserve transparency and fair treatment.

I just want answers, my rightful withdrawal, and assurance that this won’t happen to others.

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Dear Rogerrogers123,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with RollXO Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you received a confirmation that your wagering is fulfilled, please?
• Have you passed the KYC verification, please?
• Could you please share the link of the bonus you are referring to?

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

Best regards,

Katarina

Hi Katarina,

Thank you for your response. Please find my answers below:

Have you received a confirmation that your wagering is fulfilled?

Yes. I fully completed the wagering requirement. The winnings were originally from bonus funds, and I wagered 100% of the balance until it converted into real cash exactly as required by RollXO’s terms.

Have you passed the KYC verification?

Yes. I completed and passed all verification requirements before submitting my withdrawal. All requested documents were provided and approved.

Please share the link of the bonus you are referring to:

The bonus was automatically applied at the time of my deposit in my RollXO account. Unfortunately, I no longer have a public link as it was an in-platform promotion, but RollXO support can clearly see the exact bonus used on my account history.

To summarise:

I deposited $221, won approximately $6,000, fully completed the wagering, passed all KYC, and then submitted a $5,500 withdrawal, which was rejected without a clear or proper explanation. I even offered a reasonable solution (to return the bonus and re-wager), which was refused. I am simply requesting my rightful withdrawal and a transparent explanation.

Thank you for your assistance. I appreciate your help in resolving this matter.

Kind regards,

Dear Rogerrogers123,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Rogerrogers123,

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,
Katarina
Casino.Guru