The player from Ontario faced account disablement after mistakenly entering the wrong birth date while trying to withdraw her winnings from a promotion. Despite having fulfilled the wagering requirements and submitted personal documents for verification, her account was disabled, citing a violation of terms and conditions. The player failed to respond to the Complaints Team’s inquiries and reminders seeking further information about the issue. Consequently, the complaint was closed due to lack of response, with the option to reopen the case left open for the player.
RollXO Casino - Player’s account has been closed due to a minor error.
Closed
Our verdict
Player stopped responding
Amount: C$90
RollXO Casino
Safety Index 8.7 HighCase summary
Discussion
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2 months ago
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2 months ago
Dear Jr2xo222,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify the reason for the incorrect date of birth entered during the registration process? Was this information filled out automatically?
- Additionally, have you reached out to the casino's customer support as soon as you noticed the error?
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,
Attila
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2 months ago
Dear Jr2xo222,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
