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