RollXO Casino - Withdrawal of player's winnings has been delayed.

Amount: €1,140

RollXO Casino

Safety Index:Fresh casino Submitted: 11 Apr 2025 | Resolved : 19 Apr 2025

Resolved Our verdict

Case closed

RESOLVED

Case summary

2 days ago

The player from Austria had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The issue was resolved after the casino transferred the money to her account. We marked the complaint as 'resolved' in our system following her confirmation of the successful transfer. We appreciated her cooperation throughout the process.

Public

martinalunzer

Novice

Austria

Public

1 week ago

OriginalTranslation

Hello.

I deposited and played at Rollxo via Skrill for over two days. At some point, depositing via Skrill was no longer possible, so I switched to credit card. Some payments were declined, but that was due to the payment providers. I've never had any problems before. Verification was quick, and withdrawals were in my account after a few hours. On April 8, I was unable to deposit with either Skrill or credit card, so I had to use Google Pay for the first time. I was redirected to a payment provider again and had to authorize the amount in my banking app. It was 2 x €50. Both payments were debited from my bank and appear on Rollxo as approved Google payments. I played with the money and won €300. On April 10, I continued playing and won a total of €1180. I then withdrew €1140 and received a message today that the withdrawal was not approved. You would like a screenshot of Google Pay with the two deposits. However, there are no payment receipts on Google Pay because the provider debited my Mastercard directly and only uses Google Pay as a mask. I contacted support several times and sent all sorts of documents. My bank card, bank statement showing both deposits, and my Google Wallet. At some point I received a response saying that these two deposits had apparently been canceled and that it could take 7 days for the €100 to be credited back to my account. I wouldn't have been able to play with these €100 if the money hadn't been debited from my account. If I don't have the €100 in my account within 7 days, I should contact them again. Then they want my bank statements and a screenshot showing the payment and my name and bank details. My bank app doesn't have anything like that. I can open each transaction individually, but I can't see my data on it. You can only see it on the bank statement, and they have that. I'm afraid they'll block my account and refuse to pay me out. I'm really desperate. I hope you can please help me.

Many thanks LG Martina

Hallo.

Ich habe über 2 Tage bei Rollxo eingezahlt via Skrill und gespielt. Irgendwann war die Einzahlung via Skrill nicht mehr möglich also habe ich Kreditkarte gewählt. Manche Zahlungen wurden abgelehnt, das lag aber an den Zahlungsanbietern. Bis jetzt hatte ich nie Probleme. Die Verifizierung ging schnell und auch die Auszahlungen waren nach ein paar Stunden auf meinem Konto. Am 8.04 konnte ich weder mit Skrill noch mit Kreditkarte Einzahlen also musste ich zum ersten Mal Google Pay wählen. Ich wurde wieder an einen Zahlungsanbieter weitergeleitet und musste die Summe in meiner Bankapp freigeben. Es waren 2 x 50€.Beide Zahlungen wurden wurden von meiner Bank abgebucht und scheinen auf Rollxo als Google Zahlung als genehmigt auf. Ich habe mit dem Geld gespielt und 300€ gewonnen. Am 10.04 habe ich weitergespielt und insgesamt 1180€. Ich habe dann 1140€ auszahlen lassen und erhielt heute die Nachricht das die Auszahlung nicht genehmigt wird. Sie möchten einen Screenshot von Google Pay mit den beiden Einzahlungen. Auf Google Pay gibt es aber keine Zahlungsbelege weil der Anbieter direkt von meiner Mastercard abgebucht hat und Google Pay nur als Maske benutzt. Ich habe mich mehrfach an den Support gewandt und alle möglichen Dokumente geschickt. Meine Bankkarte,Kontoauszug wo beide Einzahlungen aufscheinen und mein Google Wallet. Irgendwann wurde mir dann geantwortet das diese 2 Einzahlungen angeblich storniert wurden und es jetzt 7 Tage dauern kann bis ich die 100€ wieder am Konto habe. Ich hätte nicht mit diesen 100€ spielen können wenn das Geld nicht von meinem Konto abgebucht worden wäre. Wenn ich die 100€ in 7 Tagen nicht am Konto habe dann soll ich mich wieder melden. Dann wollen sie von mir meine Kontoauszüge und einen Screenshot wo die Zahlung angegeben ist man meinen Namen und die Bankdaten sieht. Sowas gibt es in meiner Bank App nicht. Ich kann jede Transaktion einzeln öffnen aber man sieht meine Daten darauf nicht. Diese sieht man nur am Kontoauszug und den haben sie. Ich befürchte das sie meinen Account sperren und mir die Auszahlung verweigern. Ich bin richtig verzweifelt. Ich hoffe ihr könnt mir bitte helfen.

Vielen Dank LG Martina

Automatic translation:

Public

Nick

Complaint Specialist

Public

1 week ago

Dear martinalunzer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Public

martinalunzer

Novice

Austria

Public

2 days ago

OriginalTranslation

Hello. Rollxo has transferred the money. The problem has been resolved.

Thanks

Automatic translation:

Public

Nick

Complaint Specialist

Public

2 days ago

Dear martinalunzer,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru