RollXO Casino - El jugador afirma que el pago se ha retrasado.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear 777Joyboy333,

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

My withdrawal - was rejected and my balance was subsequently reduced too 500$ stripping me away of my 833$

How do I give accces

I’m feeling very threatened and also intimidated by the VIP manager who keeps on messaging me to make more deposits here is just a message from today

Still waiting

Dear 777Joyboy333,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear 777Joyboy333,

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.

Nothing has changed read up it says waiting for approval all the information is there for any questions you may have thank you very much homies

There just treating me now to strip away my vip status and also if I go to you guys there be consequences

It’s been two weeks now sense I sent u a update with no reply

Dear 777Joyboy333, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear 777Joyboy333,

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.

Hi Karla,

Thank you for your reply.

All the screenshots I have sent in this complaint already cover everything (especially the pre-deduction balance of $1,489.94 with 0 locked, the wager cleared, the deposit after, Amelie’s "no breach" confirmation, and Rebecca’s threats).

To answer your questions directly:

• Yes, I have made successful withdrawals from RollXO before — multiple times.

• Yes, I have passed KYC verification — my account is fully verified.

• The winnings were accumulated without an active bonus. The VIP free spins were fully cleared (Locked by bonus = 0 AUD) on 18 March. I then deposited $20 of my own real money. The big win came from real play after that deposit.

• I only played casino games.

• All chat screenshots are already uploaded in this thread.

The casino paid me the $500 on 20 March, but they still owe me the remaining $833.44 that they wrongly deducted from my real-money balance.

Please let me know what the next step is.

Thank you,

777Joyboy333

Dear 777Joyboy333,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear 777Joyboy333,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RollXO Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So what happened- can the casino please provide me with a answer

Dear Martina and 777Joyboy333,

Thank you for your time and for reviewing this case.

We have shared our explanation via email, along with the relevant details and supporting information related to this matter. We kindly ask you to review it at your convenience.

The email has yet to be set and I’m still waiting for a response this matter is almost 2 months old

Greetings, all.

Thank you, RollXO Casino, for providing all the information and the evidence about this case.

Dear 777Joyboy333,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.