RollXO Casino - Player faces winnings confiscation.

Follow the terms and conditions of the bonus bet dotted I's and crossed all my T's

They still hit me with you breached the betting limits now I never I was under them by a $1.50! Stripped my whole 12,500 dollars and gave me a thousand! 🤣🤣🤣

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that the casino accused you of breaching the maximum allowed bet?

I checked the Bonus T&Cs and I found this:

2.2. The maximum bet while wagering is €5 (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.

Our position is closely explained in the Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Dear Jacob95,

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,
Kristina
Casino.Guru