RollXO Casino

The player from New Zealand had deposited 480 NZD and was eligible for a 7.5% weekly cashback according to the casino's promotion. However, he did not receive the cashback, as the support team claimed he was ineligible due to depositing with a bonus, which he could not find mentioned in their cashback policy. The issue was resolved by confirming that the casino's policy allowed only one bonus to be active at a time, thereby validating the casino's stance on the player's ineligibility for the cashback. Consequently, the complaint was rejected based on the terms and conditions of the casino.

Public

10 months ago

Dear vsam,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with RollXO Casino.

I have looked through the terms and conditions of RollXO Casino and I found this rule:

1.6. The player can claim only one bonus at a time. Deposit-related bonuses do not stack. Only one bonus can be activated at a time.

As your deposit has already been utilized in conjunction with another bonus, I regret to inform you that providing further assistance may not be possible. It is a standard practice within the industry, and a clearly stated policy of this casino, that each deposit is eligible for a single bonus. While exceptions may occur under certain circumstances, I am unable to proceed in this instance.

This complaint will now be rejected.

All the best,

Katarina

RollXO Casino - Player’s cashback request is being denied.

Unjustified complaint

Amount: NZ$40

Case summary