RollXO Casino - Player's withdrawal is confiscated due to alleged betting limit exceedance.

Rollxo.com i made a deposit and never made bets above $3 I won $2900 and they rejected my withdrawal because they say i exceeded max bet limit of $7.50 but i know if didn't

Dear Daifuku,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I 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 Fair Gambling Codex:

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 like 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 kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I dont understand? I havnt bet above $3aud and maximum bet is $7.50aud.

And also with this part, "The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds" what does this mean exactly?

One last thing is when I ask for my bet history they won't provide it unless i basically give them all my personal details and my account is verified already so why wont they provide it with out me providing all my personal details? They are asking for the following

-A Photo Id

-bank statement

-Bank account details

-Home address

-photo of myself to prove it's me

It seems fishy and why must I give them all this information of my personal details it feels like it's unnecessary and they are doing everything to avoid paying me out. It's like they are saying we will only give your bet history if you can provide everything we need to scam you

Thank you for your reply, Daifuku. I apologize, but game history is essential evidence players must provide in order for us to proceed with a case like this.

Dear Daifuku,

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,
Kristina
Casino.Guru