RollXO Casino - Player’s account has been closed without warning.

I’m so annoyed! Have spent about $3k over the past couple of weeks on RollXO & ended up getting my balance to $8500. I was tapping away yesterday & tried withdrawing majority of my balance, was kicked out & now my account disabled! I saw after this that the limit for withdrawal is $3k per week so that was my honest mistake. Have emailed to have it reopened & they’ve told me Administration advised to close the account & it cannot be reopened!! No emails stating if I had breached any rules, no warning just closed!! Has this happened to anyone before?? Is this normal for RollXO??

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi there.

Thank you for your reply. I was playing slots - one of the Rhino games. Account verified & no active bonus.

Appreciate your help.

Thank you very much for your reply, RippedOff92. Was this the only explanation regarding this situation you received from the casino? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear RippedOff92,

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.

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,
Kristina
Casino.Guru