RollXO Casino - Player's winnings are being confiscated.

Hi,

I had already won all my money and was sitting on a balance of over $2300 NZD before I activated the Level 7 loyalty reward.

RollXO cancelled my withdrawal claiming my maximum win is limited to $125 because of a "Level 7 FS" bonus.

However, all the winnings were made prior to activating that bonus. My balance was showing as cash, not bonus funds. They are now retroactively applying the terms of a bonus I activated after the wins occurred. This is unfair.

I have attached screenshots showing the balance before activating the Level 7 reward, and the transaction history.

Thank you.

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Hello,

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.

• Was your withdrawal request already submitted and pending before you activated the Level 7 loyalty reward, or did you activate the promotion first and request the withdrawal afterwards?
• Regarding the balance of NZD 2,300 - were those winnings accumulated entirely from real-money play, or did they originate from another bonus or promotion?

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,

Attila

Dear Conot10,

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,
Attila
Casino.Guru