RollXO Casino - Player’s withdrawal has been denied.

My withdrawal of $5050.15 was rejected and the casino has only left me with$1500 balance. They are saying that my winnings exceeded the maximum bonus withdrawal limit.But I never used any bonus

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RollXO Casino.

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

• Is your player's account accessible to you?
• Could you please share a screenshot from your bonus history showing which bonuses were active and when?
• Which games have you played to accumulate your winnings?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes still have contact.

they have let me withdraw 1500,and now balance is $0

Have screenshot of email showing that the bonus was added to my account automatically and without consent

Dear BennyB,

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, Michal (michal.k@casino.guru). 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,

Tomas

Hello BennyB,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite RollXO Casino to join the conversation.

Dear RollXO Casino,

I would kindly request clarification regarding the circumstances under which the bonus was credited to the player’s account without their apparent knowledge or active participation in the claiming process.

Based on the information currently available, it appears the bonus may have been added automatically by the system without the player specifically requesting or intentionally activating it. If this is the case, there are reasonable concerns as to whether it would be fair for the player’s winnings to be adversely affected by a bonus mechanism initiated from the operator’s side, particularly if the bonus funds themselves had no material impact on the winnings obtained.

To allow for an independent and fully informed review of the matter, I would also kindly ask you to provide the player’s complete gameplay and transaction history, including balance progression throughout the relevant period, as well as the exact timeframe and circumstances under which the bonus was credited to the account.

Please forward the requested materials to michal.k@casino.guru.

I look forward to your detailed clarification and cooperation.

Dear Michal and BennyB,

Thank you for your patience while we re-reviewed this matter internally.

After an additional review of the case, we have decided that, under the specific circumstances involved, the fair and appropriate resolution would be to restore the previously confiscated funds.

We can confirm that the funds have already been returned to the player’s balance.

We also sincerely regret the inconvenience caused to BennyB as a result of the confiscation and appreciate everyone’s patience throughout the handling of this matter.

Dear RollXO Casino,

Thank you for your response and for taking what I believe to be the appropriate approach in returning the confiscated funds to the player.

I understand that mistakes or misunderstandings can occasionally occur. Nevertheless, I would kindly encourage you to ensure that bonuses are awarded only to players who actively choose to claim them. Many players prefer to play exclusively with real-money funds and are not interested in participating in bonus offers. In general, it is preferable for the decision of whether or when to claim a bonus to remain entirely with the players themselves.

I'm glad this matter was resolved relatively quickly.

Dear BennyB,

According to the casino’s response, the funds have now been credited back to your account.

Please let me know whether I may consider this matter resolved, or if you require any further assistance.

Thank you RollXO,for returning confiscated funds, the full balance owed has been returned to my account.

Would also like to give Michal and the Casino Guru team a great big thank you.

As I dont think this result would have been achieved without your help.

Sincerely

BennyB

Dear BennyB,

Thank your confirmation. I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru