RollXO Casino - Player faces withdrawal issues due to bonus restrictions.

I was playing with "real money" buying features and won a feature which ended up being around 1700 the. Went to the withdrawal section and confirmed there that it was "real money" and there wasn’t anyone in the bonus money section

I withdrew $1250 and proceeded to gamble the remaining amount..

as there was this deposit and I was under them impression It was being withdrawn I deposited further money into the account and didn’t win anything significant from the. Received an email from the company stating I had bet more the the bonus amount

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you activate any bonus when you made the deposit that you used to purchase the special features?
• Could you please send me a screenshot of your bonus history?
• Am I correct in understanding that your withdrawal request in the amount of 1,250 AUD was cancelled and the funds were confiscated due to an alleged breach of the maximum bet rule?

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

I checked my balance after winning the amount and it was under the real money section when I withdrew the money the full 1800 said it was withdrawable

I always do the free spins after my real money is gone or I cancel them when I withdraw

These two screenshots show the withdrawal was an hour and 10 minutes before

Please request the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus where you allegedly made bets over the allowed maximum, up to the moment you submitted your withdrawal request, and then forward the file to me at [email protected]. Thank you for your cooperation.