RollXO Casino - La cuenta del jugador ha sido cerrada.

I was playing the game yesterday, got upto 3.2k …requested a withdrawal..than i went into a meeting and came out to my account being disabled with no explanation. Have pending bonuses aswell that i have no touched as of yet.

i have contacted VIP manager and support, with no replies.

how do i go about opening my account and getting my money ?

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RollXO Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi tomas

i have forwarded you on the emails

Thanks for your patience and the information shared via email.

Did you receive any explanation or justification for why the casino considered your actions to be in conflict with the casino's terms and conditions?

Was there any other reason, besides the maximum bet rule being discussed?

Have you passed account verification in the casino? Were you asked to submit any documents to the casino during the verification process recently?

Please let me know and share any supporting communication with me. My email is tomas@casino.guru

Looking forward to your reply.

Please check the emails i have sent you

i did my verification within the first day, but my withdrawals kept getting rejected without reason

no they keep ignoring my emails or form of contact

Dear Shaunalatham,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you Shaunalatham for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RollXO Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hello Shaunalatham and Peter,

Thank you for your patience and for bringing this matter to our attention.

Following an additional internal review, we would like to note that this case turned out to be quite complex due to the amount of related gameplay, transactions, and balance movements involved.

We can confirm that the initial balance correction was applied in accordance with the maximum withdrawal rule related to the bonus from which part of the winnings had originally been generated.

However, after revisiting the calculations and overall gameplay flow, we identified that the confiscation was initially processed incorrectly in terms of the amounts applied.

Taking this into consideration, as well as the player’s overall activity, we have decided as a gesture of goodwill to restore the previously confiscated funds.

We sincerely apologize for the inconvenience caused during the review process and appreciate everyone’s patience while this matter was being rechecked.

We hope this helps resolve the complaint.

Thank you very much for the update RollXO Casino representative.

Dear Shaunalatham, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Shaunalatham,

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,
Peter
Casino.Guru