RollXO Casino - Player is requesting missing bonuses.

I deposited a total of €121 in three separate transactions, each time using a bonus code. However, none of the bonuses were credited to my account. At first, I thought it might take some time, so I did not contact support right away. Two days later, I reached out to ask for the bonuses to be added retroactively, but they were still not credited. I kindly ask you to review this issue and credit the bonuses to my account as originally promised.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RollXO Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• After you contacted casino support, did the casino acknowledge that not crediting you with bonuses was a mistake on their part?
• Could you please specify which bonuses you have opted for when depositing?
• Have you decided to play with the deposited funds?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

thank you for your reply.

• I contacted RollXO support, and they told me it was my fault because I did not enter the bonus codes. However, I am absolutely sure that I did enter them correctly each time.
• For my first deposit I used the 100% fourth deposit bonus code, and for the following two deposits I used a 25% bonus code.
• Yes, I played with the deposited funds because I thought it might take some time for the bonuses to be credited automatically.

Best regards

Thanks for the explanation.

I understand your dissatisfaction; however, if you have already decided to play, we are powerless to assist you with the issue further.

Sometimes, if the casino doesn't credit you with a bonus associated with the deposit immediately, the situation can be addressed when contacting support, but even this approach doesn't guarantee a bonus will be credited.

We don't penalize online casinos for not crediting players with a bonus, and don't intervene if bonus privileges are revoked.

With the deposited amount played down, our investigation cannot continue, and the complaint will be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.