RollXO Casino - Player believes that their withdrawal has been delayed.

I won $1700 with raw cash so not with any bonus or free spins. I verified my KYC and went on multiple chats over three days as had to attempt to withdraw four times with each time it being cancelled with no valid reason and wouldn’t provide transactions ID or ARN then today asked me to withdraw request a fifth time using a method that states in their terms and conditions it doesn’t work like that. I kept screenshots of statements by agents all of which never were true they said had verified my KYC so nothing else was needed and all was good from my side all four times and it will be approved because they’re confident each time and everytime they’ve made excuses and hurdles for me to not get my withdrawal I am not fed up as I won fair and square and they violated their 72 hour breach processing time and on the 72 hour instantly cancelled and said therefore they didn’t need to help me or support my escalation at all and gave no valid reason no ARN nothing just stonewalled me . All I want is to recieve what I rightfully won.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Fshelford,

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

My complaint is locked from updates, but I need to inform the mediator that Rollxo told me to switch to a BSB bank transfer, which I have now done. Please pass this to my investigator as I have had to do attempt to withdraw four times and four times in a row they have cancelled my withdrawal with no valid reason. With dates starting from 8th august 2026 till today. The fourth time was today 12 august 2026 where the 72 hour passed and it was cancelled yet again and my funds returned to online casino acc. Therefore they told me to try bank transfer which I did after submitting the complaint so the update from my end is I have submitted a bank transfer withdrawal request in my last resort to have this sorted as they are stone walling me and have for over three days.

Apologie update rollxo have emailed now saying that the fifth attempt to withdraw has been cancelled because of an internal server error. And to attempt to withdraw it for a 6th time which I think is far fetched now and is just another excuse to stall please help this is beyond unreal.

here is also evidence that backs up statements that agent gave the will be processed and definitely wasn’t and the transaction history to show how many times the withdrawal was cancelled without reasons five times now and is now pending for a 6th .

Hi there I recently recieved this email today also stating yet again my withdrawal will be processed keyword will but they have said this to me for the first 5 times with repetitive excuses and no support or help to resolve the issue with my withdrawal being approved even though KYC and details are all filled and verified and all my acc also correct. 6th time still pending also.

Also just uploading recent documentations to support this case as much as I can. Kind regards F Shelford

Hi still no updates at all. Can you please help with this kind regards. 6 withdrawals five cancelled last one still pending everything correct KYC and constant repetitive responses. Seems like a dead end where Im just being stonewalled by rollxo so they don’t have to process or approved my funds.

The timer has officially run out and the funds have still not arrived in my bank account. My Roll XO casino account is still stuck on 'Reserved'. As they explicitly promised yesterday that this payment 'WILL' be processed, please officially escalate this to their management team and request the transaction ID or ARN proof, as they have already cancelled 5 times before."

Dear Fshelford,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean no updates have checked account still says reserved in withdrawal for the 6th time. Have had no correspondence about this.

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

Dear Fshelford,

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,

Jean