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

i deposited $30 and received a $15 bonus played got it up to $350 they took $150 off me while i was playing so that should cover their play through on the bonus ,kept betting had good wins got to $1000 tried withdrawing after verifying wich they made very difficult,but did it went to bed woke up to email saying withdrawal rejected because of bunus policy ,these people are just scammers,and criminals,their fine print says they can change the rules when they want,and i find it unbelievable that you rate these crooks at 8.5 ,i see other people complaining about simaler problems with this place ,i think they need to be held accountable for there unscrupulous behaviour,not promoting them with favourable ratings,anyway thats my experience with these low life operators.Kevin

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Dear kevtrans59,

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

I’m sorry to hear about your negative experience.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify the full URL or link to the casino?
• Which bonus did you use? Please provide a screenshot or the link to the bonus.
• If possible, could you please share your bonus history in RollXO Casino?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?
• Please provide your betting history showing when you received the bonus, then the $150 deduction, and until your balance reached $1000. You can forward it to jean.s@casino.guru.
• Could you please provide a screenshot of the email that you received from the casino when they rejected your withdrawal? Please make sure the date and email headers are visible.

Thank you very much in advance for your reply.

Dear kevtrans59,

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,
Jean
Casino.Guru