RollXO Casino - Pelaajan kotiuttaminen viivästyy sääntörikkomusvaatimuksen vuoksi.

Hi there, I really hope you can help me.

I recently started playing with this casino I saw advertised online and am unable to withdraw my winnings. I contacted their support team via email (their number is invalid) and they claimed that I have breached the 'maximum bet rule' which I am not familiar with. This sounds extremely shady. I abided by all their rules, including wagering AUD $1200 with the winnings associated with the starting bonus in order to withdraw.

I hope that I can get my money with your help.

Thanks,

Ethan

Dear E.Winters06,

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 https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Dominika

Hi Dominika, I have sent you an email with the details. I have undoubtedly been mistakenly accused of breaching this rule. I hope it can be resolved.

Kind regards,

Ethan

Dear E.Winters06, kindly request your game history in Excel format from the casino and forward it to my email address dominika.l@casino.guru.

Ok, I have just requested my game history in excel format to their support team and have forwarded you the email.

Just note it is unlikely they will respond. The one response I did receive from them was clearly bot generated and of no help to me whatsoever. It basically just said to try withdrawing the money again. I've tried multiple times to withdraw with the same unsuccessful result.

Did you receive my prior emails with the attachments included?

Thanks,

Ethan

Dear E.Winters06, we have reviewed your gameplay and found that you intentionally exceeded the maximum bet limit multiple times while wagering the bonus, giving you an unfair advantage, which violates casino rules. 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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.