RollXO Casino - Player's winnings have been confiscated.

Hi,

The casino Rollxo cancelled my withdraw and removed All my Funds of 850€ because the told me i Played with a bet over 5€ during wagering. I am pretty Sure i didnt. I started increase the betsize after i wagered the whole amount. Please solve this case, i want my money back!!!

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Dear Julius6987,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"2.2. The maximum bet while wagering is €5 (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

• However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra

Diese Antwort bekam ich nach der Aussage zuvor, ich hätte die höchsteinsatzregel gebrochen. Dies war wohl nicht so, sie hätten mir "wegen einem technischen Defekt" einen Bonus gutgeschrieben, mit dem ich gespielt habe und den maxwin erreicht habe.

Meiner Meinung nach, ist dies eine ausrede um mir den Gewinn nicht auszahlen zu müssen. Ich bin definitiv im Recht und möchte zumindest einen Teil des Geldes bekommen.

Ich habe den Bonus direkt nach einzahlung erhalten.

Hallo? I thought you Woould help my with These problems?

Thank you for your reply and for providing the previous details,Julius6987.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Do you have any game history together with a link to the specific bonus that you redeemed and played? You can send me all the documents to: [email protected] or post your screenshots to the thread.

Thank you again for your cooperation.

Ich habe dir eine Email geschickt

Hallo, was ist denn nun? Ich warte seit ewigkeiten auf eine Klärung, gibt es schon eine Kommunikation mit dem casino? Alles was sie verlangt haben, habe ich per Email eingereicht.

Dear Julius6987

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 Martina ([email protected]). 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

Dear Julius6987,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RollXO Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s money have been confiscated?

Thank you in advance for providing the information.