Rox Casino - El jugador cree que el reintegro se ha retrasado.

April 18, 2026: "I won 120,000 rubles. Of that, the casino successfully withdrew 20,000 (first 12,000 at 1:53 AM, and then 8,000 that morning at 8:02 AM... after these withdrawals, my balance was 100,000 rubles). Then they closed my account, supposedly for verification. They reopened it two days later, but my balance was already 0, and the remaining 100,000 was written off, citing a fictitious technical glitch. If there was a glitch, why did they approve and pay out the first part of my winnings?"

I ask you to resolve the situation and return to me the intended winnings in the amount of 100,000 rubles.

18апреля 2026года"Выиграла 120 тысяч рублей. Из них 20 тысяч казино успешно вывело(причем сначала 12.000 в 01.53.,а потом 8000 уже утром в 08.02…после вывода этих средств на балансе оставалось 100.000рублей)….Потом аккаунт закрыли.,якобы на проверку.Через 2суток открыли .,но на балансе уже был 0.,а остаток 100 тысяч списали, сославшись на выдуманный технический сбой. Если был сбой, почему первую часть выигрыша мне одобрили и выплатили?").

Прошу разрешить ситуацию и вернуть мне предназначенный выигрыш в размере 100.000рублей..

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Dear Mashamay42,

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

This casino isn't going to pay me anything, citing a technical glitch. They claim that 100,000 were debited as a result of a technical glitch and a recalculation occurred (the recalculation is zero).

Данное казино ничего не собирается мне выплачивать.,ссылаясь на технический сбой.Они утверждают .,что средства в размере 100000 были списаны в результате технического сбоя и произошел перерасчет .(перерасчет в 0 получается)

Dear Mashamay42,

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.

Hello, Karla!

At the moment, the situation hasn't changed at all... The winnings haven't appeared in my deposit...

Здравствуйте.,Karla!

На данный момент ситуация никак не поменялась…Выигранные средства не появились на депозите…

Dear Mashamay42, 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

Hello, dear Karla!

- Yes, there used to be successful withdrawals of 20,000 and less.

- I won without a bonus

I'll attach a screenshot of the verification.

I played at the casino (I didn't bet on sports)

Здравствуйте.,уважаемая Karla!

-да раньше были успешные снятия в пределах суммы20.000и меньше

-выиграла я без бонуса

-скрин о верификации приложу

-играла я в казино(не делала ставки на спорт)

Dear Carla!

I'm sending you some more screenshots on this case that didn't fit...

Уважаемая Карла!

Досылаю еще скрины по данному делу.,которые не уместились…

Dear Mashamay42,

Thank you very much for the additional information and screenshots you provided.

In order for us to better assess your case, I would like to kindly ask you for a few more details regarding your gameplay.

• Could you please confirm which specific games you played while accumulating the disputed winnings?
• Do you remember whether any of the games were provided by AMATIC, such as Lucky Joker or Book of Aztec?
• Could you please confirm the approximate dates and times when the winnings were accumulated?
• If possible, please share any screenshots or game history entries showing the names of the games you played before the balance was removed.

This information will help us determine whether your case may be related to the recently reported provider-side technical issue.

Thank you,

Karla

Hello, dear Carla!

The thing is that when the winnings approached the amount of 120,000, the game I was playing disappeared from the list and history (but now I remembered it was the game, Book of Aztec). It was in this game that I won one by one and collected a winning of 120,000.

At 01:45 on April 18, the amount of 120,000 rubles had already been won.

Then I decided to withdraw 12,000 at 01:53 (I withdrew this amount without any problems)

By the morning there were 108,000 left on the deposit.

On the morning of 08.02 on April 18, I withdrew another 8,000 (without problems) and there were 100,000 left in the account.

In the evening, when I decided to log into my casino account, I couldn’t log in; the account was closed (accordingly, the account was closed along with the deposit in the amount of 100,000).

The account was reopened 48 hours later, but the remaining winning amount of 100,000 was no longer there. After I saw that the winning amount had disappeared, I started writing to the support service, but they told me that the winnings had been recalculated due to a technical failure.

Здравствуйте.,уважаемая Карла!

Дело в том .,что когда выигрыш подошел к сумме 120.000 игра в которую я играла.,пропала из списка и истории (но сейчас я вспомнила это была игра,, Book of Aztec,,.Именно в эту игру я и выиграла поочередно и набрала выигрыш 120.000.

в 01.45 18апреля уже была выиграна сумма в размере 120.000р.

Затем я решила снять 12.000 в 01.53(я сняла данную сумму без проблем)

На утро на депозите оставалось 108.000

Утром в 08.02 18апреля я сняла еще 8000(без проблем) и на счету оставалось 100.000.

Вечером когда я решила зайти в свой аккаунт в казино .,я зайти не смогла аккаунт был закрыт(соответсвенно аккаунт закрыли вместе с депозитом в сумме 100.000)

Через 48часов аккаунт открыли.,но данной оставшейся суммы выигрыша 100.000 уже не было.После того как я увидела что выигрышная сумма исчезла начала писать в службу поддержки.,но там мне сказали что выигрыш перерасчитан из за техн.сбоя

Here are some more screenshots from my account:

Вот приложу еще скрины с моего аккаунта:

Dear Carla!

During all this time, in the history of my bets, in the column where the name of the game should have been written, there was a message saying, "game disabled" (my screenshots are proof).

Today I went into my betting history and the game name was already written down (amazing!!!)

Уважаемая.,Карла!

За все это время в истории моих ставок .,в графе в которой должно было быть прописано название игры.,стояла надпись,,игра отключена,,…(подтверждением являются мои скрины).

Сегодня же я зашла в историю ставок .,уже прописали название игры(удивительно!!!)

Dear Mashamay42,

Thank you for providing all the additional information, screenshots, and details regarding your gameplay.

After carefully reviewing the available evidence, including the game involved, the timing of the gameplay, and the broader provider-side incident affecting certain AMATIC games between April 17th and 18th, we unfortunately have to conclude that we are unable to proceed further with this complaint.

Based on the information you provided, the disputed winnings were accumulated while playing Book of Aztec during the relevant time period connected to the confirmed provider-side technical issue. In cases involving verified technical malfunctions or provider-related irregularities, casinos are generally entitled to void winnings generated as a result of such errors according to their Terms and Conditions.

We understand your argument regarding the initial successful withdrawals and the later removal of the remaining balance. However, partial payouts processed before the provider investigation was finalized unfortunately do not invalidate the casino’s right to later recalculate winnings affected by a confirmed technical issue.

As we are not in a position to independently verify or overturn the provider’s technical findings, we are forced to reject this complaint as unjustified.

I am sorry we could not bring you a more favorable outcome in this case.

Karla