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RollXO Casino – $30,000 balance silently confiscated without notification due to browser/app technical glitch

Dear Casino Guru Complaints Team,

I am filing a formal dispute against RollXO Casino regarding the wrongful confiscation of my legitimate winnings, the restriction of my transaction history, and a total lack of transparency regarding my funds.

Last week, I successfully completed a withdrawal without any issues. Following this, I went on to win a total balance of $30,000. However, when I attempted to withdraw my winnings today, the casino rejected the payout and restricted my account.

Upon logging back into the platform, I discovered my balance had been forcibly reduced from $30,000 down to $4,850. The casino has sent absolutely zero formal email notifications, explanations, or warnings regarding this massive balance adjustment. When questioning support, they verbally alleged a "duplicate account" violation, which is factually incorrect.

Concealment of Evidence & Lack of Communication:

No Notification: The casino quietly removed over $25,150 from my wallet without providing any written statement or breakdown.

Restricted History: To prevent me from gathering full evidence of my winnings, the casino has restricted my player profile so that it now only displays my most recent 50 bets, hiding the game logs of my massive win.

Because all gameplay is securely logged server-side, RollXO's backend systems hold the absolute truth of these transactions. I request that Casino Guru demands the casino provide the full, unedited server logs of my gameplay and the manual balance adjustments.

The Root of the Issue (Technical Misunderstanding):

I have only ever registered one single account, one email address, and one identity with RollXO. The trigger for their automated fraud system appears to be a technical misunderstanding regarding how I accessed the platform. During my gameplay, I switched between the downloadable RollXO web app (PWA) and the Safari internet browser on the exact same mobile device.

Switching between the app and Safari on the same iPhone likely caused a change in session cookies or IP tracking. RollXO’s automated system has mistakenly flagged these dual browser sessions on the same device as two completely separate accounts.

Why the Casino's Actions are Unjust:

No Multi-Accounting: I do not own, nor have I ever accessed, a second account.

Prior Successful Withdrawal: My identity and account were already deemed valid and trusted for my previous withdrawal.

Bad Faith Conduct: Quietly slashing a balance, hiding game history to 50 bets, and refusing to issue written notification shows a clear attempt to avoid a legitimate payout.

I request that Casino Guru contacts RollXO’s risk management team to manually review the backend security logs. They must verify that all connection logs originate from the exact same hardware device, review the server-side win logs, and reinstate my full balance of $30,000.

Thank you for your assistance.

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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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you saved the communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Did you achieve your current balance with the help of a bonus?

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,

so it turns out I closed my old account months ago with Rollxo as I claimed to have a gambling problem. I was honestly just sick of all the spam emails and texts I was receiving daily.

they are claiming that I have duplicate accounts when I had closed that account a while ago.

i re opened an account a week ago and have no issues withdrawing and depositing money… until I won big.

there’s no one else that has had an account with Rollxo under my household or IP address.

no, I certainly didn’t use a bonus as it’s happened before and they’ve taken a fair amount of money away from me.

I have now been blocked from Rollxo and they aren’t responding to me what so ever and I can’t access my account.

thanks, please help with this.

i won my money fair and square and they are now trying to take it away from me for having an old account.

Thanks for your reply and explanation of the situation.

• Did the casino return your net deposits to you?
• Are there any records from you or the casino detailing the gambling addiction disclosure?

Kindly provide any evidence of the incident to my email at tomas@casino.guru

Hi Tomas.

I haven’t got any record of the gambling addiction account closure.

i would love for you to ask them for that evidence… especially since I had tried many times to close my old account yet they never wanted to close it for me... which led me to continue to gamble.

I would love to able to recover my funds lost since the first time I requested a closure if this is the road they’re taking.

to me it only seems fair if they don’t want to pay me out… considering my fair win.

how about we flip it on them, ask them when I first asked to close my account and the actions they took ?

yes they did refund my net deposits on this new account.

I would like you to see what they classified the reason for the account closure as they didn’t specify the reason when the originally closed the first account.

this situation is just ridiculous… I cannot comprehend how they would even be allowed to let me bet knowing they can do this.

please try your best… if this company was licensed in australia then there would be a 100% I get my money back.

many thanks Tomas 🙏🙏🙏

Thanks for your reply.

Could you please clarify how you concluded that your previous account was closed due to a self-exclusion?

Did the casino inform you of the reason when they closed your second account?

Did the casino provide you with an explanation for the closure of your second account?

Are the deposit and payout records the casino provided you with accurate to your knowledge?

Have you managed to withdraw the $4,850 the casino left on your player's account?

Please let me know about any news.

Hi Tomas

i emailed the support team asking if they could close my account many times.

I believe I emailed them after I had lost some money and felt like it was only way they would have closed my account. I mentioned I had a gambling problem and have had enough of this casino. After many attempts over the months to close my account. They finally closed it.

I don’t have any email proof as I have since deleted all contact with them as it was hard to look back at.

The casino never informed the people exact reason they closed the first account.

Rollxo claimed I had violated their Terms and Conditions by creating " duplicate accounts "

that is the reason the second account was closed and had confiscated my fair winnings away from me.

they had also confiscated my money without letting me know the reasons why.

I had to contact live chat support and they still couldn’t tell me why my account balance was reduced. eventually after an hour of live chat claiming they didn’t know what was going on, I eventually received an email saying I had created duplicated accounts and it was a violation of their Terms and Conditions.

yes the deposits and payouts are accurate… but they didn’t show the transactions of when they took away my 25,000…

i had managed to withdraw the 4850… as soon as I did that. They blocked my access and have no way of logging back in.

please help. They can’t get away with this.

I simply made a new account with them after my last one was closed.

Rollxo, let me Bet and lose money, also win money. I could withdraw and deposit perfectly fine.

i won a lot of money in the space of 48 hours and they must have freaked out and looked for anything to hold against me to not pay me out.

they are the definition of scammers

Thanks for your reply.

Please note that even if the casino failed to protect you, we require evidence of your disclosure to the casino about your gambling issues. Without this evidence, we can't pursue a refund of your net deposits. In this case, your net deposits appear to be 0 AUD, since both your deposits and cashout amount to 12350 AUD.

Due to your admission that you registered an account after your previous one was closed, you breached the casino's rules in such a way that we may not be able to assist you. Creation of multiple accounts is almost universally prohibited, and the consequences in these cases range from account closure to balance confiscation. The player is responsible for abiding by multiaccounting rules in online casinos.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.