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29k of my winnings confiscated

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 advise how long you were a player at the casino?
• Has your account been blocked, or can you access it?
• How did you learn about the confiscation of your winnings? Has the casino cited any particular rules as justification for confiscation?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• 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

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Been signed up for over a month have only just made a $45 deposit in which they gave me a bonus & doubled my deposit to $90 I played 5 lions megaway & got a feature on a $5 bet that gave me roughly 3k as I tried withdrawing it didn’t allow me to so I went in live chat & was told I had a wager to play & to (place bets in the amount of $1575) in which I assumed I had to play $1575 more to make a withdrawal so I was making bets of $10 to play that wager got up to 23k as a few features had dropped & as I withdraw it had gotten confiscated because I was supposably breaching

I’m aware now I bet over max limit T&C apply but seriously why do they even have that if you can’t bet over a certain amount

Thanks for the explanation.

Could you please share the communication you exchanged with the casino regarding the issue?

Was there any way for you to track your wagering progress, or was it necessary for you to get this information from support?

Send the information to my email at [email protected] for review.

no there was no way for me to track the wagering

Thanks for your reply.

Could you please share your communication with the casino regarding the issue as evidence to support your complaint? Send the information to my email at [email protected]

I can no longer log in it takes me to page not found

Thanks for your reply.

Please note our position regarding the breach of the maximum bet rule 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 like you have been accused mistakenly, feel free to forward me your game history. My email address is [email protected]

Kindly provide any evidence supporting your complaint; otherwise, we won't be able to proceed, and the complaint will be closed.

Looking forward to your reply.

Dear Kays,

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