The player from Germany faced withdrawal issues as RollXO claimed she had violated bonus terms by exceeding the maximum bet, despite her assertion that no active bonus had existed during her win. After submitting personal data for verification, she waited for the release of her game and bonus histories to address the allegations. The Complaints Team communicated with both the player and the casino, ultimately confirming that RollXO had credited her €1,000 as per their VIP program's terms, which she partially accepted while contesting the lack of transparency regarding the maximum withdrawal limit. The matter was marked as resolved after the player confirmed receipt of the funds.
RollXO Casino - Player's withdrawal is delayed due to bonus dispute.
Resolved
Our verdict
Case closed
Amount: €4,000
RollXO Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello,
I contacted RollXO support. They claim I violated the bonus terms and conditions by exceeding the maximum bet.
I have already pointed out that at the time of my win there was no longer an active bonus in my account (see screenshot).
RollXO then invoked the GDPR and requested personal data for verification.
I have now submitted these and am waiting for the release of the game and bonus histories in order to investigate the allegations.
I ask Casino Guru to continue monitoring this case.
Thank you!
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9 months ago
Dear g9zmrgxr7g,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with RollXO Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Could you please provide details regarding the bonus you utilized? Kindly share the relevant link in this thread.
- Do I understand correctly that you have accumulated your balance with the help of bonus, and then continued playing with those funds?
- Have you received a message confirming the wagering of the bonus is completed, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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.
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9 months ago
TranslationDear Katarina,
Thank you for your feedback and support. I'll be happy to answer your questions as accurately as possible:
1. How long I have been playing at RollXO:
I opened my player account with RollXO in June 2025 (new customer) and was only active there for a limited period of time.
2. Details of the bonus used:
I used a first deposit bonus that the casino advertised on its website. Unfortunately, I no longer have the exact bonus link saved and can't currently find it on the site.
3. How my game works with bonus:
Yes, I played with the bonus and met the wagering requirements step by step. Afterward, I had a withdrawal of around €4,000 in my account.
After I had more funds, I played with higher stakes (as far as I understand, without an active bonus).
According to the screenshot on the payout page, it said at that time:
"Available balance: €4,000.34"
"Blocked by Bonus: 0 €"see attachment I have already sent you
For me, this means that no bonus was active when I made the higher bets. Or rather, I wasn't informed about it.
4. Confirmation of fulfilled sales conditions:
Unfortunately, there was no direct message or indication that the bonus conditions had been fully met.
However, the casino did not inform me that there were any outstanding terms and conditions, and there was no warning or suspension prior to the alleged violation.
The account was simply deactivated and the amount withheld. Only when I inquired about it was I accused of having exceeded the maximum bet.
I have already sent RollXO my personal identification information (as requested by the casino) and am now waiting for my gaming and bonus history to be released so that I can further investigate the case.
Thank you again for your support.
Best regards
g9zmrgxr7g (Julia)
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9 months ago
TranslationDear Katarina,
Dear Casino Guru Team,
I would like to inform you about another detail that, in my opinion, makes RollXO’s behavior particularly problematic:
Despite the fact that my entire balance of over €4,000 was simply deleted and no withdrawals are currently pending, I continue to receive regular email and text messages from RollXO, encouraging me to make further deposits and take advantage of bonus promotions. (Screenshot is saved and verifiable.)
I find this not only contradictory, but also unfair. On the one hand, my earned funds are being withheld – on the other, they want me to deposit again to receive supposed rewards.
I sincerely hope that you can consider this information in your assessment of the situation.
Best regards
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9 months ago
TranslationProof of fulfilled bonus conditions – nevertheless payout of €4000 rejected
Dear Katarina,
Thank you for your support so far.
I would like to provide you with an update on the RollXO case and present all the facts that prove that I fully met the bonus terms and conditions – and that the payout of my €4,000 winnings was wrongfully denied.
1. Status of my account
My RollXO account has not been permanently suspended – I can log in again.
Nevertheless, my entire balance was deleted.
I also continue to receive regular promotional emails and text messages from the casino, which, in my opinion, makes the situation even more questionable.
2. Bonus information
I accepted the regular first deposit bonus – €500 bonus on deposit.
According to the data provided by the casino itself (bonus_issues.csv), the bonus requirement (10x turnover = €5000) was fully met:
Wagering Required: 5000
Wagering Progress: 5000
Wagering Done: TRUE
This clearly shows that I have properly fulfilled all the conditions.
At that point, the credit was shown as "available," not blocked. I had already provided the screenshot.
3. Playing behavior after bonus release
According to the bets.csv file, which also comes from the casino:
Almost all bets were within the permitted range of less than €5.
Some higher stakes only occurred after the wagering requirements had been met – i.e. at a time when the bonus had already been "played out".
Even if the stake exceeded €5, the bonus was no longer active, so no rule was violated.
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My concern
I ask for your assistance in investigating this matter.
I believe that RollXO violated its own bonus terms and conditions by deleting my balance – even though I demonstrably fulfilled them.
All receipts come from the casino itself and can be resubmitted upon request. Unfortunately, I can't attach the file here.
Thank you again for your time and effort – it means a lot to me.
I sincerely hope you can help me clarify this unfair process. I'm being so persistent because I find it downright unfair, and I don't want other users to have to go through this. After all, it's a lot of money.
Kind regards
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8 months ago
Dear g9zmrgxr7g,
thank you for your detailed messages.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply.
Katarina
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8 months ago
TranslationGood evening, I've sent the email. Please let me know if the entire process wasn't included.
Best regards
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8 months ago
Dear g9zmrgxr7g,
thank you for your message.
However I was not able to locate an email from you. Could you kindly resend it once again? My email is katarina.d@casino.guru.
Looking forward to your reply,
Katarina
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8 months ago
TranslationGood morning, I have now forwarded all emails separately again because there was no other option.
Best regards
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8 months ago
Thank you very much, g9zmrgxr7g, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
TranslationGood evening, do you now have all the documents you need? Is there anything else I can contribute?
The casino didn't respond to my last message, so I would be happy if the matter could be resolved soon.
If you are missing something, please feel free to contact me.
Thank you
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8 months ago
Dear g9zmrgxr7g,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a RollXO Casino representative to join this conversation and participate in resolving this complaint.
Dear RollXO Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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8 months ago
TranslationHello Stefan, you're welcome to do so. I hope this matter is resolved quickly, because, as you can see from all the documents, I'm right.
Best regards
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8 months ago
Dear g9zmrgxr7g and Stefan,
Thank you for your patience, and apologies for the delayed response.
Following a detailed review, we confirmed that your winnings originated from a bonus granted through our VIP program. During the gameplay, a minor breach of the maximum bet rule occurred, which initially led to the confiscation of the winnings. However, after reconsideration, we decided to restore your winnings up to the maximum allowed win for that specific bonus, in full accordance with the rules of our VIP program.
A more detailed explanation has been shared with Stefan via email.
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8 months ago
TranslationDear Stefan, dear Katarina,
Thank you very much for your support so far.
I've noted that RollXO has now credited me €1,000, citing internal rules of their VIP program. I'm naturally grateful for this partial payout.
However, I would like to emphasize that, according to the gaming data provided by the casino itself, there was no serious or deliberate violation of the bonus terms and conditions. I fully met the wagering requirements and did not place significantly excessive bets during the active bonus period.
Furthermore, I was not shown or provided with any clear or visible information regarding an alleged maximum winnings limit in the VIP program. In my opinion, it is not permissible to retrospectively refer to non-transparent internal VIP rules to withhold a large portion of winnings.
I therefore continue to request a full investigation and would be very pleased if Casino Guru would mediate again to reach a fair solution. My solution for Rollxo is to agree on an amount of €3,000, and that would be the end of the matter for me. If that isn't the case, I will continue to pursue it and, of course, take further steps accordingly.
Best regards
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8 months ago
Dear RollXO Casino,
Could you please provide us with the player's game log and bonus details so we can check whether the maximum bet was violated during the wagering of the bonus? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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8 months ago
Dear g9zmrgxr7g,
Thank you for your patience while we reviewed your case in full.
We have now provided Stefan with a detailed explanation of the situation, along with supporting documentation including your bonus and bet history. To summarize the key points here:
Your winnings were obtained from the Level 6 Free Spins bonus, which is part of our VIP Loyalty Program. According to the official terms of this program — specifically point 7, available here https://www.rollxo.com/loyalty-program?journey-map-rules=modal — the maximum amount that can be won and paid out from this particular bonus is capped at €1,000.
Although an internal review initially flagged a minor irregularity during gameplay, it did not affect the final result. For this reason, and in the interest of fairness, we reversed the original decision and opted to pay out your winnings — but strictly within the limits defined by the Loyalty Program rules.
The amount of €1,000 has already been credited back to your account in full accordance with these terms. This amount represents the maximum that can be paid out under the specific bonus you received, and no further funds can be claimed beyond this limit. We therefore consider the matter fully resolved and do not hold any outstanding financial obligations in this case.
If there’s anything further we can clarify, we remain at your disposal.
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8 months ago
TranslationDear Casino Guru agents,
I would like to thank you for your assistance so far and would like to briefly comment on the casino's response.
RollXO now refers to a rule in the VIP program terms and conditions (Section 7) that supposedly stipulates a maximum withdrawal amount of €1,000 for this free spins bonus. However, I would like to reiterate that such a restriction was not communicated to me transparently or clearly either before receiving or during use of the bonus. Such a maximum winnings limit was not stated in the bonus popup, in my account, or in the cashier.
This rule was simply hidden in an external link deep within the VIP loyalty program – for me as a player, this limitation was neither obvious nor understandable.
I continue to believe that it is unlawful to impose such a restriction retroactively or without transparent communication – especially if the player has used the bonus regularly and fully complied with the terms and conditions.
I therefore continue to ask for your support in finding a fair and legally viable solution. As before, I am willing to enter into a settlement, for example, by paying out €3,000 instead of the full winnings—which is already a great gesture on my part.
Thank you in advance for your further help and assessment.
Best regards
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8 months ago
Dear g9zmrgxr7g,
As the winnings in question originated solely from the Level 6 FS result, we believe that you are eligible only for the 1000€ as per the casino's terms. The maximum bet during the wagering of the winnings was exceeded multiple times, and therefore, we believe that the casino's offer of 1000€ is more than fair. Could you please state whether you were already able to withdraw your funds from the casino?
I'll be awaiting your reply.
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8 months ago
TranslationDear Casino Guru agency,
Thank you for your feedback. I have now requested a withdrawal of the €1,000 and am currently awaiting final confirmation from the casino.
Nevertheless, I would like to continue to ask for your support, because one crucial point remains incomprehensible to me and raises serious doubts about the fairness and transparency of the casino:
➡️ At the time of my withdrawal, there was no indication or technical block that would have alerted me to an alleged winning limit in connection with the bonus.
Neither was a corresponding notice displayed, nor was the withdrawal attempt blocked or restricted with a reference to VIP bonus rules.
In my view, this suggests that the alleged maximum profit limitation was not actively established or clearly communicated, but was subsequently applied arbitrarily based on internal rules.
I would therefore like to emphasize again that:
I have fulfilled all sales requirements that are apparent to me,
no gross or deliberate violation of betting limits is apparent,
and I was not informed of any winning limit or restriction under the VIP rules throughout the process.
I am prepared to accept the payout with reservations, but I continue to demand a full and independent review of this practice. Opaque regulations must not be used retrospectively as an argument to withhold profits.
Thank you again for your help and I hope that you can include this point in your further mediation.
Best regards
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8 months ago
Dear g9zmrgxr7g,
We believe that the terms and conditions of the bonus are easily accessible after clicking on the VIP Program and the terms of the bonus. Therefore, we do not require any additional pop-ups or information from the casino in this case.
Has your withdrawal been processed?
I'll be awaiting your reply.
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8 months ago
TranslationDear Casino Guru Team,
I must now contact you again and emphatically because I have the impression that the casino is deliberately trying to stall me and deprive me of a legitimate win.
The fact is: At the time of withdrawal, according to my RollXO account balance, there was no longer any active bonus – clearly visible and documented:
👉 "Blocked by bonus: 0 €" you have all the evidence!
Nevertheless, the casino subsequently cites alleged VIP rules and a €1,000 winning limit, even though neither a block nor an active bonus status was visible. In my opinion, such a practice is fraudulent, lacking in transparency, and unacceptable.
If a bonus has already been fully wagered and ended, a casino may not retroactively apply arbitrary restrictions to deny withdrawals. This is neither fair, nor customer-friendly, nor legally compliant.
I therefore urge you to reexamine this matter and work towards a full payout of my winnings. I am not prepared to be fobbed off with €1,000, even though I am demonstrably entitled to a significantly higher amount.
Thank you for your continued support.
Best regards
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8 months ago
Dear g9zmrgxr7g,
I have contacted you via email. Please let me know once you respond to my email.
Thank you very much in advance.
I'll be awaiting your reply.
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8 months ago
TranslationHello, I have actually already replied to your email.
Best regards
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8 months ago
Dear g9zmrgxr7g,
I have responded to your email. We can continue the communication here, but we believe that the issue has been resolved as you have received the 1000€ from the casino. Could you please confirm here that you have received the 1000€ from the casino?
I'll be awaiting your reply.
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8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear g9zmrgxr7g,
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,
Stefan
