RollXO Casino - El retiro del jugador se retrasa debido a una prohibición.

They said i breached there 5 euro amount during the bonus offer which I don’t recall doing but I also recall never being told about it or even warned i think at one point I did have 10 euro on but I done my research and it’s supposed to be a 20 limit which I never exceeded so I’m just very confused on why my withdrawal has now got me banned I may have breached there limit but I don’t think I did is there any way you can help me? Thanks Keelan.

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Hello,

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 tomas@casino.guru. You should be able to request your game history records from the time the bonus was active from casino support in Excel format.

If there is any evidence that you were informed of a different maximum bet to be active for the bonus you redeemed, please include it as well.

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,

Tomas

Dear Kod2006,

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.

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,
Tomas
Casino.Guru