The player from Australia was frustrated with the casino for refusing to close his account since April 2025 and for consistently delaying his withdrawal requests. Despite being a VIP player, he claimed that the promised faster withdrawals were false, and he sought damages along with 50% of his deposits back since his initial account closure request. The Complaints Team explained that they could not compel the casino to close the account without evidence of gambling harm and that the player's request was treated as voluntary. Consequently, the complaint was rejected, and the player was advised to stop all activity to allow for automatic account closure in the future.
RollXO Casino - Player's account closure request is ignored.
Closed
Our verdict
Unjustified complaint
Amount: A$10,000
RollXO Casino
Safety Index 8.7 HighCase summary
Discussion
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8 months ago
This casino has refused to close my account. Dating back to April 2025. Every week i ask and they always ignore the request or say it is with the relevant department.
They delay withdrawals deliberately too. Even as a vip player they state faster withdrawals but it is a lie.
Im seeking damages and 50% of my deposits back sincey initial request to clpse my account. Ofcourse they wont honor it as they a greedy.
They never have the new slots either. Worst casino.
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8 months ago
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Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.
If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Natalia
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8 months ago
Natalia
How as a casino complaints entity, you are not in a position to support a player when a casino does wrong and refuses to close a players account?
I know casino's house edge higher a players account to leech out as much as they can from a player.
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8 months ago
Dear player, thank you for your reply. I do understand why this feels frustrating.
Our role, however, is to mediate when a casino breaches its own terms or fails to follow responsible-gambling obligations, for example, if a player clearly requests self-exclusion due to gambling problems and the casino ignores it. In your messages, you have asked for the account to be closed, but you haven’t indicated gambling harm or addiction.
Most casino terms treat a standard "please close my account" as a voluntary closure request, which the casino can process at its own pace, and we cannot compel them to speed it up or pay damages. If you wish, you can stop all activity, unsubscribe from marketing, and the account will become dormant and eventually be closed automatically.
If at any point you feel your gambling is becoming harmful, please state this clearly to the casino, and that would trigger their responsible-gambling procedures.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
Regards,
Natalia
