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I had been given a $80 free bonus, I kept my spins under. $7.50 at all times until the wager (400$) was met and I actually continued to do $5 bets after the wager was met until it said no active bonus, I actually got up over 4k but played it down to $3000 and made a withdrawal of $3000 took ages I complained then they wanted my Apple Pay deposit and I said it was off a bonus then all of a sudden they are saying that I made bets higher than $7.50 aud while the bonus was active which I didn’t, as I was doing $5 bets because they tell you when you get the bonus to obviously not go over $7.50 , there is no play history on the website at all besides your last 50 spins and I’ve played since , I asked them to send a statement but they have taken $2000 of the winnings and given me $1000 yet I did everything by the book, the only higher bets made where way after the bonus was active , so I would like to get my $2000 back off them because I know they are lying about the higher bets , they seem to ignore me now and are not doing anything about it

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Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at RollXO Casino. 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: 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 natalia.b@casino.guru. If you don't have access to the game history, please contact the casino support and ask them to share it.

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, 

Natalia

Yea I understand that. But once the bonus has been forfilled and wager finished is that not my money to bet as I will? Even if it is using the same slot machine, as far as any bonuses go are they Non existent after the wager has been completed , I also did change games after wager and made more money, but they are saying I went over the bet limit during the active bonus and wager, now I just logged on and I have been temporarily suspended from the casino ? What is going on

They have falsified the ledger I never did 3 $10 bets right at the start with only $260 in my account , I never bet that much unless I have thousands in my account, and as you can see on the ledger I do $4 and $5 even when I got up over $1000 because I am conservative and I also knew I was using a bonus

and it wasn’t accident press of a button it was 3 times , those bets where $4 bets not $10. I asked for the ledger after they knew they scammed me so have them time to adjust it

Dear player, could you please forward me the full original document (not a screenshot) to natalia.b@casino.guru? Thank you.

Yes I have can you tell me if you have received please

they have also somehow blocked me from all online casinos some how

you will also see on the ledger I am not a erratic player I bet one amount for longer periods then choose a different amount depending on the balance , I never do 3 random bets more than double my standard bet then go back down again , and I wouldn’t be going to this much trouble if I didn’t know I was being scammed out of $2000 for false accusations, it’s got me furious actually because they where gonna pay me out it was pending , until I said it was off a bonus then they had the Chance to make up a story , I’ve been playing long enough to see that from a mile away, if I had not of told them the money would be in my account

also send me this as a excuse as to why I have had my account disabled just so she doesn’t have to deal with it , I want my pay out, I don’t want to gamble !

How are we going with this one and the falsified statement , as you can see with all my betting history I don’t bounce bet amounts up and down and this shows to reflect that I went for $4 bet which is exactly what I would normally do with the funds that where avail at the time , I wouldn’t deposit 200 and do $10 bets never the chances of getting the feature would be greatly reduced due to amount of spins per game

Dear player,

After carefully reviewing the available evidence, we can confirm that your game history shows several bets of $10 placed while an active bonus was in use. This amount exceeds the maximum bet limit allowed under the bonus terms and conditions.

Since the game history is the only reliable record of betting activity and it clearly indicates a breach of the max bet rule, we must consider the casino’s decision valid. We can only assess the case based on the evidence provided, and in this instance, a violation of the bonus rules has been confirmed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia