RollXO Casino - Player’s winnings haven’t been received yet.

Hi CasinoGuru Team,

I am lodging a fresh complaint against Rollxo Casino for intentional withdrawal delays and stalling tactics. This is a repeating issue on my account. Just last week, I had to open a CasinoGuru dispute after Rollxo cancelled my payout attempts 5 times. That dispute was closed as resolved only because your team successfully forced them to release my funds on the 6th attempt.

Yesterday, I requested a second withdrawal of $1,000 AUD. I played exclusively with pure raw cash (no promotional bonuses) and completely cleared the standard 1x deposit turnover rule, beating my active $200 wager target. I selected their "Instant Bank Transfer" option to my Westpac account, which runs on Australia’s real-time Osko/NPP network.

Today, Rollxo Customer Support explicitly confirmed to me via live chat that:

1 My account is 100% fully verified and requires no further documentation.

2 Everything on my account profile is completely in order.

3 They recognize the banking technology itself is instantaneous.

Despite this, they have locked my $1,000 in a "Pending" status and are refusing to approve it, claiming I must wait out a manual "processing period" of up to 72 hours. Because they have already verified my identity and confirmed my wagering requirements are clean, there is absolutely no compliance, regulatory, or technical reason for this review queue.

Given their aggressive history of cancelling my payouts last week, this 72-hour delay is a clear bad-faith stalling tactic designed to get me to cancel the transaction and gamble away my winnings.

Since my account is in perfect standing, I kindly ask CasinoGuru to step in once again and compel Rollxo to hit the "Approve" button so my funds can clear to Westpac. I have saved all chat transcripts from today confirming my account is clear.

Thank you for your ongoing help.

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Stay safe.

Dear Fshelford,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My KYC is verified and have been notified that nothing is wrong on my end from rollxo

As it is the second withdrawal via bank transfer I was told that there would be no problems on my end as everything is order and after the first ordeal with the first one and having to dispute that before anything was successful that the next time I did a withdrawal everything would be smoother instant and straightforward. Was told yesterday that "it will be recieved shortly" it hasn’t been and no updates at all but to wait a little longer. Please look into this as it’s like they are stonewalling me again and withdrawal for bank instant transfer is still pending reserved.

This was sent from a rollxo agent today stating "facts" however tonight this has all changed with timeframes now changing and ignoring my request.

Update: I requested a status update today to keep this thread informed. The Rollxo support agent told me my funds are 'processing' but then stated 'sometimes it takes a couple days'—completely ignoring that it has already been 41 hours. The agent then abruptly closed the chat on me when I mentioned documenting this for my dispute. I am maintaining my timeline until the UTC deadline expires.

update:

"To the mediator: The casino has now resorted to outright censorship. After backing them into a logical corner over their conflicting timelines, the previous agent went completely silent. RollXo then forced a new agent into the chat who simply said 'hello' and immediately terminated the conversation, locking me out. The 72-hour maximum processing window expires tonight, and the casino is now actively running away from communication because they have no legitimate reason to hold my $1,000 AUD raw cash winnings."

Literally was told currently good news processing then and there two days ago to today being escalated and I would hear back via email but didnt and when I mentioned the 72 hours is almost up today they said it’s now pending and logically that cannot be true to go backwards which means they are fabricating excuses to delay time even more with no actual facts then ended the conversation after allowing a new agent to ask how they could help then closing the chat which shows they have been caught lying and don’t seem to care about their own terms and conditions which they will be breaching by end of today as request was 17/08/2026 it’s now 20/08/2026 . KYc all verified bank acc and details completed last week with the first withdrawal that took a week and had to be disputed for anything to happen and it to be successful however having this problem with my $1000 withdrawal . Instant bank transfer also .

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fshelford,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean