The player from Norway submitted a complaint against RollXO after requesting a temporary account closure to protect his winnings, but the casino took six days to respond, resulting in a loss of his funds. His account was later closed. He seeks assistance in recovering EUR 2,000.
RollXO Casino - Player's account has been closed after delay in support.
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6d 23h 48m 27s
RollXO Casino
Safety Index 8.7 HighCase summary
Discussion
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7 hours ago
Dear Casino Guru,
I am submitting a formal complaint about RollXO.
I contacted the casino and asked for temporary account closure and account limits so I could protect my remaining winnings and prevent further loss. I was told to contact support by email. I did so, but they only responded to my initial request after 6 days, by which time I had already lost the money I was trying to protect.
This is not the first time I have had this kind of problem with RollXO. I have saved all chats and correspondence. The casino later closed my account, but that was too late. In my view, that only confirms that the account should have been protected earlier when I first asked for help.
I believe this is a serious responsible gambling issue and a failure to provide timely support. I am requesting help in recovering EUR 2,000.
Thank you. Seems that I am unable to upload all evidence here , could you provide me with your email so I could send everything there.
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36 minutes ago
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.
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36 minutes ago
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 we can better determine how to assist you.
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
