RollXO Casino - Spillerens udbetaling er omstridt, og midlerne er konfiskeret.

I am submitting a complaint regarding a withdrawal dispute with RollXO Casino.

On the day of the dispute, my account balance consisted entirely of real-money funds and was approximately $800 before any bonus was credited. I then received a Level 13 Reward bonus of $120, which carried a 5x wagering requirement and a stated maximum cashout of 5x the bonus amount ($600).

After receiving the bonus, I completed the wagering requirement in full. Upon completion, my account balance was approximately $1,200.

When I attempted to withdraw my funds, RollXO rejected the withdrawal and reduced my balance to $600, stating that I had exceeded the maximum bonus cashout amount.

My concern is not that a maximum cashout limit existed, but rather how that limit was applied. Prior to accepting the bonus, I already had approximately $800 of real-money funds in my account. By reducing my balance to $600, RollXO effectively confiscated $200 of my pre-existing cash balance, not merely bonus-derived winnings.

I requested clarification from RollXO regarding:

The specific bonus terms relied upon.

The calculation used to reduce my balance from $1,200 to $600.

The justification for reducing my balance below my pre-bonus cash balance.

The response I received simply stated that my balance had been adjusted due to exceeding the maximum bonus cashout limit and did not provide a detailed explanation of the calculation or the applicable terms.

I am seeking an independent review of whether the casino has correctly applied the bonus terms and whether it is reasonable to reduce a player's balance below the amount of real-money funds that existed in the account before the bonus was activated.

I can provide screenshots of the casino's response, my balance history, and any other information required.

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.

• Is your player's account verified?
• Are there any records confirming what your balance was before the bonus was accepted?
• I recommend you request your game history from the casino in Excel format, if you haven't done so already, so we may review the evolution of the balance on your player's account.
• Could you please share with me your communication with the casino regarding the issue? 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 Bokchoi_13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru