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Hi,

The casino Rollxo cancelled my withdraw and removed All my Funds of 850€ because the told me i Played with a bet over 5€ during wagering. I am pretty Sure i didnt. I started increase the betsize after i wagered the whole amount. Please solve this case, i want my money back!!!

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Dear Julius6987,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and 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 the 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 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 petra.h@casino.guru.

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

Petra

I received this response after being told previously that I had violated the maximum stake rule. Apparently, this wasn't the case; they had credited me with a bonus "due to a technical defect," which I used to play and achieve the maximum win.

In my opinion, this is an excuse not to pay me the winnings. I am definitely in the right and want to receive at least part of the money.

Diese Antwort bekam ich nach der Aussage zuvor, ich hätte die höchsteinsatzregel gebrochen. Dies war wohl nicht so, sie hätten mir "wegen einem technischen Defekt" einen Bonus gutgeschrieben, mit dem ich gespielt habe und den maxwin erreicht habe.

Meiner Meinung nach, ist dies eine ausrede um mir den Gewinn nicht auszahlen zu müssen. Ich bin definitiv im Recht und möchte zumindest einen Teil des Geldes bekommen.

I received the bonus immediately after making the deposit.

Ich habe den Bonus direkt nach einzahlung erhalten.

Hallo? I thought you Woould help my with These problems?

Thank you for your reply and for providing the previous details,Julius6987.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Do you have any game history together with a link to the specific bonus that you redeemed and played? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I sent you an email

Ich habe dir eine Email geschickt

Hello, what's the status? I've been waiting ages for clarification; has there been any communication with the casino yet? I submitted everything they requested via email.

Hallo, was ist denn nun? Ich warte seit ewigkeiten auf eine Klärung, gibt es schon eine Kommunikation mit dem casino? Alles was sie verlangt haben, habe ich per Email eingereicht.

Dear Julius6987

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 Martina (martina.b@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,

Petra

Dear Julius6987,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RollXO Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s money have been confiscated?

Thank you in advance for providing the information.

Hello, I've been waiting for over two weeks for a resolution....

Hallo, ich warte nun seit über 2 Wochen auf eine Klärung....

Hello,

We would like to provide some clarity regarding this case. The bonus that generated the player’s winnings was assigned to the account due to a technical error. It was a deposit-based promotion, and the player did not make any qualifying deposit that would allow this bonus to be credited. As a result, the subsequent winnings were also incorrectly attributed.

In situations like this, our Terms & Conditions apply, specifically the rule stating:

"If the Casino mistakenly credit your Player Account with a deposit bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino property and will be deducted from your Player Account. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will constitute a debt owed by you to us. In the event of an incorrect crediting, you are obliged to notify us immediately by email."

Because the player was never eligible for the bonus, the winnings were removed in accordance with this rule.

All relevant documentation has already been sent to Martina for review.

I would like to agree on a payment of €500 with them for a day of prayer, as this was not my fault. Otherwise, I will take further action.

Ich möchte mich mit ihnen auf einen Bettag von 500€ einigen, da dies nicht mein Fehler war. Anderenfalls werde ich weitere Schritte einleiten.

Dear Julius6987, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Yes, but anyone can claim what the casino says to refuse to pay out a player's winnings. I expect clarification soon; the complaint was filed over three weeks ago! Thanks, Julius

Ja, aber das, was das casino behauptet, kann ja jeder behaupten um sich nach dem Gewinn eines Spielers zu weigern, den Gewinn auszuzahlen. Ich erwarte bald eine Klärung, die Beschwerde ist nun mehr 3 Wochen her! Danke, Julius

I totally understand your frustration Julius!

As soon as I get any information, I will let you know!

Hello Martina,

Thank you for your ongoing attention to this case. We would like to inform you that we have sent additional information to you by email for further review.

If any further clarification or materials are required, we remain available.

I have been waiting for the money and clarification for 4 weeks now; I want clarification now and at least part of the money paid out!

Ich warte seit 4 Wochen auf das Geld und die Klärung, ich möchte jetzt eine Klärung und zumindest einen Teil des Geldes ausgezahlt haben!

Is there finally a solution after 4 weeks?

Gibt es nach 4 Wochen nun endlich eine Lösung?

Greetings all,

Thank you, RollXO Casino, for providing all the information and evidence related to this case.

Dear Julius6987,

Unfortunately, we are forced to reject your complaint, as the casino has provided sufficient evidence confirming that the bonus was granted to you by mistake. As a result, and in accordance with their Terms and Conditions, the casino is entitled to confiscate the winnings derived from that bonus.

I am truly sorry, but we are unable to assist further in this matter.

Should you experience any other issues with this or any other casino, please do not hesitate to contact us again.

Respectfully,

Martina