The player from Australia was unable to withdraw their winnings despite verifying their account and following the casino's instructions multiple times. They found the rejection emails confusing and were frustrated by the lack of effective communication, considering potential legal action. The Complaints Team had attempted to assist by reaching out for more information, but the player did not respond. Consequently, the complaint was closed due to the lack of communication, but the option to reopen it remained available.
RollXO Casino - Player's withdrawal request is being rejected.
Closed
Our verdict
Player stopped responding
Amount: A$7,000
RollXO Casino
Safety Index:HighCase summary
Discussion
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6 months ago
I played with real money , verified my account and when I was finished I couldn’t withdraw my money. They sent me emails saying I need to do the following which I did. Multiple times and correctly yet still n rejecting my withdrawal. The email they sent me with the rejection doesn’t even make sense ! Sounds dodgy and I’m really relying on that withdrawal because I spent a lot! Their email and phone number do not work either. I cannot contact anybody regarding this issue! I’m thinking to take them to court - they can’t do this to people.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with RollXO Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you request a withdrawal for the first time? How many attempts did you make?
- What payment method did you use? Have you made any successful withdrawals before using the same payment method?
- Can you please specify what requirements did you receive from the casino via email?
- Did you pass the full KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly. Stay safe.
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6 months ago
Dear Niki1,
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.
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5 months ago
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,
Natalia
Casino.Guru
