RollXO Casino - Player's account has been closed after delay in support.

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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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

Thank you for your swift reply. I've sent you an email with all the evidence. Please keep me informed. Thank you

Any news regarding the complaint?

Thanks for your reply and the information provided via email.

You indicated you faced similar issues with the casino in the past.

• Were you aware of which responsible gambling tools the casino offered from the previous incident?
• Have you attempted to set them via email, as the live chat agent suggested in the past?
• Have you informed the casino that you can't control your gambling or that you are suffering from gambling issues in the past?

Please let me know.

1. No I was not aware , as you can see per screenshots from older discussions with the casino customer service I was told that if I try and take a break with temporarily closing my account I was "informed" that if I do so I might not receive my withrawals at all.

2. No I haven't , as mentioned in the text above I was misinformed about the limits, only later using search engines and some research i realised that I was lied to , as any respectable casino should do everything possible to help player limit themselves, not to tell them if they try they might not receive payments at all. So ultimately they have made me afraid of trying to limit myself by telling me that.

I've only demanded to limit myself after the research on my last attempts to withrawal , as also shown in screenshots provided.

3. There was no direct saying that I can not control my gambling , but as you can see in the screenshots provided and I quote " Please help me , how can I protect my withrawals , I am afraid I might loose them" . A customer support should hire professionals that would be able to determine that it was a plead for help from someone who is vulnerable, so again I think they did not do their job properly.

Thanks for the explanation.

We truly understand how frustrating this experience must have been, especially considering the efforts you made to protect yourself.

However, after a careful review of your case and the available information, we regret to inform you that we’re unable to proceed with your complaint.

While we take responsible gambling matters very seriously, we are unfortunately unable to enforce compensation requests related to responsible gambling tools. These tools are not mandatory, and casinos are permitted to implement and manage them according to their own policies such as requiring an email request to set them up. From our point of view the live chat informed you appropriatly about the need to contact support via email to set them up. Ultimately we can't fault the casino for the situation.

Since the caino already closed your player's account, there is no further assistance we can provide. We’re truly sorry we couldn’t help you further in this case. Thank you for your understanding.

Best regards,

Tomas

Casino.Guru Team