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

8 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