RollXO Casino - Player's deposit limit requests are delayed.

Attempted multiple times to setup deposit limits with casino, vip manager has deflected every single time. Trying to be responsible and now lost countless thousands still no effort to set up limit.

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Dear Vinnyppp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

In order to assist you better, could you please provide us with more details regarding your situation? Here are some questions that might help clarify the issue:

• Can you specify how many times you attempted to set up the deposit limits?
• Did you receive any specific feedback from your VIP manager regarding your requests?
• Was there a particular timeframe during which you attempted to set up these deposit limits?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hello, I attempted close to 7-8 times through email with my vip manager. Also contacted support on website multiple times in which I was told to contact my vip manager to set it up. Bonuses were offered, slow reply’s, automated messages trying to deflect, playing stupid was the general feedback.

I also requested a break for weeks to month and stated I have issues with gambling which was deflected and they kept offering me bonuses or playing stupid ignoring my emails/ sending automated chatgtp like emails. Threaten with third party to close my account which was successful then reopened couple day later…

My first request for a break was on the 30/12/25

My first request for a deposit limit was on the 4/1/26

8k plus in losses later I feel like I should be compensated for this nonsense.

I have over 50+ emails back and forth if required

After numerous threats to open a third party case with you guys they finally set a deposit limit today

Now my deposit limit has been disabled…

Thank you for your prompt response and for sharing the previous details, Vinnyppp.

• Could you please provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or you may also post your screenshots in the thread.
• Additionally, could you provide a request for your account closure due to gambling addiction, please?

Thank you once again for your cooperation.

Dear Vinnyppp,

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.

Hello Petra, I have emailed you with photos of the communication between the casino and myself on the 23/1

Dear Vinnyppp

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Vinnyppp, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I appreciate the information you have provided so far. If I require any additional details, I will reach out to you directly.

I’d like to invite a representative of RollXO Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with setting up the deposit limits and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello everyone,

Matej, we have sent you an email with additional clarifications and supporting materials for your review.

Thank you RollXO Casino for the e-mail. I have responded to it just now.

Dear Vinnyppp, in this thread you have mentioned having problems with gambling addiction. Once it also has been mentioned in your chat with VIP manager that - and I am just paraphrasing - you have told them before about your gambling issues. Is this correct and do you have problems with gambling? Have you ever requested a self-exclusion where you stated gambling addiction as a reason? Please let me know. Thank you.

Thank you for your message.

I can confirm that I did previously inform my VIP manager that I was experiencing issues with gambling. While I did not explicitly use the term "self-exclusion," I did communicate that I was struggling and requested measures to help manage my activity. Specifically, I asked for breaks and for deposit limits to be put in place to restrict the amounts I was able to deposit.

My intention in those conversations was to seek support and implement safeguards to control my gambling behavior. Given those discussions, I feel that appropriate responsible gambling measures were not adequately enforced, and instead the situation was allowed to continue in a way that did not sufficiently protect me as a player. In my view, the level of care and intervention expected under responsible gambling policies was not met.

I see. Thank you for the explanation, it helps to clear out some things I was not sure about. I will switch the timer towards the casino now, as I have e-mailed the representative and am currently waiting for the response.

In the meantime, I would strongly recommend permanently self-excluding yourself from the casino, to stay safe and avoid future losses. If you decide to go ahead, here is the template:

---------------------------------------------

Email subject: Self-exclusion

Player’s info

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings RollXO Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a lifetime.

The reason for my decision is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

---------------------------------------------

Please send the email to support@rollxo.com (you can CC me at matej.l@casino.guru) to keep me informed about any further developments. Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Matej,

Apologies for the delayed response. We have replied to your email with a detailed response regarding this case. Please check your inbox at your convenience and let us know if anything further is required from our side.

I would like to thank the RollXO Casino for the response, I believe thanks to that we can now proceed and close the complaint.

Dear Vinnyppp, after reading through all your conversations with the casino staff - provided by yourself and the casino representative - I have reached the final conclusion.

I appreciate mentioning issues in some parts of the conversation, and agree that the VIP manager should have recognised the signs and inquire further about your well being. Since account closure and limitations were also used by yourself as a leverage to get extra bonuses from the said VIP manager, I understand why your concerns were not addressed and you have been offered bonuses instead. It was passed as your established behavioural pattern, and while it was an unlucky call, I believe it was not done with malicious intent.

By never directly stating having gambling addiction, problems with keeping your spendings in check, or showing obvious signs of distress, I do not believe the casino has failed in player protection measures. Those require cooperation from the player's side as well, by making the first (some say the hardest) step and acknowledge having a problem. The casino representative confirmed that they have now closed your account permanently, with no option for reopening, as you have openly stated gambling problems within this complaint.

With the account closed, and marketing communication disabled, I believe there is nothing more I can mediate on your behalf.

Before you go, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.