RollXO Casino - Povlačenje igrača je odloženo zbog problema sa bonusom.

I won $2007.00 last night just looked at my emails and they are refusing my withdrawal, They are saying something about bonus but there was a big glitch for quite a few minutes . I know nothing about casino s online l am pretty ignorant but was desperate with a big bill to pay. They took my money which it seems is ok and I have to fund a bonus yet when I win they don't want to pay.

So unfair and depressing I didn't win it on their money I won it on my money I don't care what they say.

They are a rort I have won smaller amounts on 2 other casinos and collected with no issues. I am devastated I cant pay my bill when l believed l won the amount for the last 12 hrs. I am a depressed person love started this for maybe a bit of joy but this has devasted me as I never expected this ,

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 share evidence of your win in the casino?
• Is your account in the casino verified?
• Is your player's account accessible to you? Can you log in?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? 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

Dear sylv812,

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.

Thanks for your patience.

I reviewed the information you provided via email.

Our position regarding the breach of the maximum bet rule is closely explained in 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 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 tomas@casino.guru

You should be able to request your game history records from the casino in Excel format. Send them to me for review. If the casino refuses to send you these records, save the communication between you and the casino and send it to me instead.

Looking forward to your reply.

Thanks for sharing your point of view with me via email.

Maximum bet rules are the industry standard, and the penalty for the breach of these rules is almost always the same: confiscation of winnings.

Regrettably, we can only assist you after reviewing your bonus history first. Without it, we can't determine whether you breached this rule accidentally or whether you gained any advantage when breaching this rule. Unfortunately, not many online casinos enforce the maximum bet by software, leading to situations like this one.

I am sorry this happened to you, and I hope you won't face similar issues in the future.

Without being able to review the game history, we won't be able to proceed further with your complaint, and it will be closed. 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 problems with any online 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.