RollXO Casino - La cuenta del jugador ha sido cerrada.

I won 700, wanted to Cash Out, they Just banned my Account and dont give me any reason why. It is ridiculous.

Dear maddinries,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please confirm whether your account was closed due to an unsuccessful verification process?

Would you be able to send me the documents you submitted to the casino for the verification? My email address is dominika.l@casino.guru.

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.

Best regards,

Dominika

I wasnt even able to upload my files. They banned me immediately. I used a Bonus and played IT through. At Low Stakes of 1 Euro per spin. Did Not withdraw before. Just played there very often. So Put around 500 Euro in yet and now this happened.

Dear maddinries, has the casino given you any specific reason for banning your account?

Have you had any further communication with the casino after your account was closed?

If yes, could you please forward it to me at dominika.l@casino.guru? So far, I haven’t received any of your correspondence with the casino.

Regarding verification documents — you mentioned you weren’t able to upload them. Was this because the upload function was blocked after the ban, or for another reason?

Hi Dominika, i forwarded the Mail to you. They dont want to give me any reason...

Dear maddinries, just to make sure I understand correctly — your account was blocked before you had the chance to submit any verification documents, is that right?

If that’s not the case, and you were able to send any documents to the casino, could you please forward them to me at dominika.l@casino.guru for review?

Yes i was Not able to upload, i was banned before even uploading. Just after i won i got banned for No reason

Thank you very much, maddinries, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello maddinries,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a RollXO Casino representative to join this conversation and participate in resolving this complaint.

Dear RollXO Casino,

Could you comment on the situation?

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.

Hello maddinries,

I am trying to contact the casino outside of the complaint thread. In the meantime, I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear Stefan and maddinries,

Apologies for the long wait — here’s the update on this case.

The account was closed following an internal administrative decision, in accordance with our Terms and Conditions, which specify that we are not required to disclose the specific reasons for account closures.

The player’s funds remain available on the account. We are currently waiting for maddinries to provide the necessary verification documents. The list of required documents has been resent via email, and maddinries can submit them by replying directly to that email.

We are happy to provide any additional clarification if needed.

I sent the documents by email yesterday. However, I don't understand why you can't provide reasons for the exclusion. I'll update here whether or not I received the payment.

Ich habe die Dokumente gestern per Mail versandt. Warum Sie keine Gründe für einen Ausschluss nennen können verstehe ich allerdings nicht. Ich werde hier updaten, ob ich den Betrag erhalten oder auch nicht erhalten habe.

Dear RollXO Casino,

Thank you for your response and the information you have provided.

Could you update us on the player's verification process?

I'll be awaiting your reply.

Dear maddinries,

Thank you for providing the requested verification documents. We have carefully reviewed them and are pleased to confirm that everything is in order.

We’ve already initiated the refund process for your remaining balance, and it’s currently being processed. We kindly ask for your patience as this is finalized.

Please don’t hesitate to reach out if you have any further questions or require additional information. We appreciate your understanding.

Dear RollXO Casino,

Thank you for your response and the information you have provided.

Please let us know once the withdrawal is processed.

I'll be awaiting your reply.

Dear Stefan and maddinries,

We would like to confirm that the refund has been processed successfully. If you have any further questions or need additional information, we’re happy to assist.

Hello maddinries,

Could you confirm that you have received the refund?

I'll be awaiting your reply.

Dear maddinries,

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,
Stefan
Casino.Guru