The player from Austria had deposited 75 euros, but her account was locked after she tried to log in again. Despite changing the password and contacting live chat support, the issue persisted, and an email to support went unanswered. The casino later justified the account closure as an administrative decision and requested her to verify her account. After intervention from the Complaints Team, the money was refunded to her account, and the issue was resolved successfully.
RollXO Casino - Player's account locked after deposit.
Amount: €75
RollXO Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
RollXO Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I logged into this casino today and made a deposit of 75 euros. After the deposit, I was prompted to log in again. Unfortunately, this did not work because my account was suddenly locked. After speaking with live chat support, I changed my password. Unfortunately, this did not resolve the issue. An email to support has so far gone unanswered. According to the live chat, the money is in the account, but I still can't log in. I am requesting assistance.
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3 months ago
Hello charlie6311,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RollXO Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any bonuses in the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Thanks for the answer. I have verified my account and was in contact with the live chat today and sent an email to support at the same time. Although I changed my password on the advice of the live chat, I still cannot log in. I have never claimed any bonuses. The money was debited from my account, but my account in the casino is still deactivated
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3 months ago
Hello charlie6311,
What did the casino respond regarding the closed account? Did they specify what happen?
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3 months ago
Translation
Hello, I received an email from the casino yesterday. I was asked to verify my account and a refund should be made to my account. The closure was justified by an administrative decision. Unfortunately, I cannot understand this. I have sent all the necessary documents to the casino. I expect a refund, an apology and compensation for the effort I have incurred.
Thanks for the support
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3 months ago
Hello charlie6311,
Please keep in mind that verification and withdrawals may take up to 14 days (in case of refunds might even longer) so please let us know in case of any update.
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3 months ago
Translation
Thank you, I will do that and keep you updated
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3 months ago
Translation
Hello, the money was refunded today. Thank you for your support
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3 months ago
Dear charlie6311,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
