The player from New Zealand had successfully withdrawn smaller amounts from her winnings but faced issues with a $450 withdrawal that was cancelled without explanation. After being informed of a technical issue, her account became disabled when she tried to log in again. The Complaints Team was unable to proceed with the investigation or provide solutions due to a lack of response from her, leading to the closure of the complaint.
RollXO Casino - Player's account is disabled following withdrawal cancellation.
Closed
Our verdict
Player stopped responding
Amount: NZ$450
RollXO Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Have withdrawn $200 roughly a day for the last 3 days from winnings. I opted out of all deposit bonuses. Account fully verified (with successful withdrawals back to card used for deposits). Withdrawal of $450 cancelled with no reason. Used live chat, told technical issue and that it would need to be refunded back to a bank account. Was signed out of account and when trying to sign back in, account is now disabled. No reason has been provided.
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9 months ago
Dear x7ztpnrpw6,
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that you had no remaining balance in your casino account other than $450 from the canceled withdrawal?
- When exactly did you create your casino account, and when was it closed?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Slots exclusively, was alternating between 50cent and $1 bets. Wasn’t buying features or anything.
Correct, I was withdrawing the total balance.
I had created the account over a month ago, but fully verified on Thursday 22nd and they cancelled the last withdrawal and closed the account yesterday Tuesday 27th
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9 months ago
Thank you very much for your reply, x7ztpnrpw6. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear x7ztpnrpw6,
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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9 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,
Kristina
Casino.Guru
