RollXO Casino - 플레이어 상금의 인출이 지연되었습니다.

I made 3 withdrawl request on the first one I made a withdrawal request at 0605 for $150aud as I checked that my bonus had been at wagered earlier and at 0904 I put in another $200aud and again at 1231 $2600 when checking on my status later that day noticed they had all been rejected for breaching their bonus rule for making bets over 7.50 AUD which I only started to do before my 3rd deposit after I had already wagered my bonus . I have emailed the support team asked for my game history to support their of my breach and had no reply for 36 hours now and I have contacted the customer chat agents that all have the same automatic response and say I had breached the t's and c 's of the bonus . I am impatiently waiting and extremely dissatisfied with their processes and would think they would have to offer proof that the bonus had been breached during the wager 🤔

Dear Slicelife,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

Hi Attila,

I wanted to provide an update on my continued follow-up with RollXO.

Since lodging my complaint, I have been contacting their support myself. Unfortunately, every response has been a generic form reply asking for further ID verification, even though my account had already been verified and I had previously received a A$ 300 payout after they delayed that earlier withdrawal and made me resubmit my bank-transfer details instead of credit-card, which then took almost a week to clear.

After persistent requests for clarity, I finally received a response from their representative stating that after a "careful review" they decided I breached their bonus terms by betting above the A$ 7.50 lim

I immediately asked for timestamped proof, because two of my withdrawals were already pending before I began placing the larger bets — at that point the bonus wagering was complete.

The representative replied that it "didn’t matter," and then misquoted their own terms, claiming that even after the wagering was finished the funds were still bonus money.

She ended the correspondence with "case closed."

After re-reading their Bonus T&Cs in detail, it’s clear that this interpretation is false and misleading. The support staff appear to be working from a standardised script rather than addressing facts.

It’s been extremely frustrating and emotionally draining trying to get a straight answer when the evidence is obvious.

I truly hope Casino Guru can help ensure RollXO does the right thing and that this matter can be resolved fairly without further escalation.

Thank you again for your time and professionalism in handling this.

Kind regards,

Slicelife

went to check my withdrawal status today like I have every day, still hoping it would be approved.

Instead, I found my account has been disabled.

I received an email containing my full game-history transcript.

After going through it I found blatant forgery and data tampering—entries that never happened and "over-limit" bets that don’t match my play history.

Running forensic diagnostic software confirmed the file has been manipulated.

Unless my withdrawal is processed immediately, this matter will have to be dealt with through the proper regulatory and legal authorities.

Clarification: RollXO is now labeling my case as a "closure request." I did not request to close my account.

My only requests are: release my pending withdrawal and provide raw game data for audit.

Timeline and Case Summary – RollXO Dispute

1. Withdrawal Rejected

My withdrawal for AUD 2,850 was rejected on the basis that I had "breached bonus terms."

No valid evidence was provided to support this claim.

2. False Policy Email

I then received an email from RollXO support that misquoted their own bonus terms and falsely stated "there is nothing more that can be done" and that my case was closed.

This wording directly contradicted their published terms and conditions.

3. Account Closure Deception

Soon after, my account was disabled.

I then received an email titled "Request to close account" even though I never requested any closure.

Later the same day, they claimed it was "an administration decision" but gave no reason and refused to reinstate the account.

4. Forged Game Ledger Provided

RollXO provided a "game ledger" that contained 70 newly inserted data entries all within the wagering period.

Every one of those entries was for bets over $7.50, none of which returned a payout covering the bet amount.

These entries are completely inconsistent with my betting style and show clear signs of data tampering (duplicate timestamps, unbalanced math, and fabrication fingerprints).

5. Current Situation

I have not received my withdrawal.

The operator has issued false communications, altered records, and disabled my account without cause.

The evidence now points to systemic manipulation of game data and a deliberate effort to fabricate a breach

Requested Actions

Casino Guru: Please escalate this case and change RollXO’s rating from Safe ✅ to Caution ⚠️.

The evidence suggests a repeated pattern used to deny legitimate winnings.

I will be forwarding all screenshots, emails, and the modified game transcript (including forensic anomaly reports) upon request.

If payment is not released promptly, I will be escalating to regulators and legal authorities for further investigation.

Dear Slicelife,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

 Hi Attil

No payment or further response from RollXO yet. i have compiled a lot of evidence clearly pointing to a scam this casino is running. I don't know if you have read my previous comments I posted today but I would appreciate if you can put pressure on them to pay or I will escalate this matter to the relavent authorities and hope they don't operate again or try to gaslight and rip off other customers

Thank you

Dear Slicelife, thank you for providing such a thorough overview of your case, I appreciate the time you’ve taken to explain your situation. To understand the whole situation completely, please allow me to ask you just a few more questions.

• Are you currently able to access your account?
• If so, could you please confirm whether your winnings are still available in your account?
• Could you please confirm how much do you need to withdraw in total?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Sure That’s fine if you want to explain this to the regulators later when I present my time-captured evidence, including verified ANZ deposit records, OTP receipts, and screenshot confirmations.

I’ll be submitting all my verified data within the next six hours, and it clearly shows the $60 AUD deposit made at 11:09 pm on 13 October 2025, preceded by the ANZ one-time passcode issued at 10:53 pm, confirming a legitimate and successful online transaction.

If your platform’s data differs, you’ll need to explain to regulators how a confirmed ANZ-verified payment could be erased or appear to travel back in time to suit your version of events.

This matter will be reported with full evidence to the following authorities:

– Curaçao Gaming Control Board (licensing jurisdiction listed under your OGL/2024/161/0191 licence), and

– Financial Services Regulatory Commission of Antigua and Barbuda (interactive gaming oversight).

Both regulators will receive my complete evidence pack — including transaction records, timestamps, screenshots, and correspondence history — for independent verification of your platform’s handling of player deposits and withdrawals.

You have one final opportunity to resolve this directly and honour the legitimate withdrawal before my submission is logged with both regulators and accompanying consumer-protection agencies.

P.S. As your platform targets Australian consumers, your conduct also falls under Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) and ACCC cross-border eCommerce guidelines. Misrepresentation, unfair contract terms, or deliberate withholding of funds may trigger penalties under these provisions, in addition to foreign gaming sanctions.

That’s fine if you want to explain this to the regulators later when I present my time-captured evidence, including verified ANZ deposit records, OTP receipts, and screenshot confirmations.

I’ll be submitting all my verified data within the next six hours, and it clearly shows the $60 AUD deposit made at 11:09 pm on 13 October 2025, preceded by the ANZ one-time passcode issued at 10:53 pm, confirming a legitimate and successful online transaction.

If your platform’s data differs, you’ll need to explain to regulators how a confirmed ANZ-verified payment could be erased or appear to travel back in time to suit your version of events.

This matter will be reported with full evidence to the following authorities:

– Curaçao Gaming Control Board (licensing jurisdiction listed under your OGL/2024/161/0191 licence), and

– Financial Services Regulatory Commission of Antigua and Barbuda (interactive gaming oversight).

Both regulators will receive my complete evidence pack — including transaction records, timestamps, screenshots, and correspondence history — for independent verification of your platform’s handling of player deposits and withdrawals.

You have one final opportunity to resolve this directly and honour the legitimate withdrawal before my submission is logged with both regulators and accompanying consumer-protection agencies.

P.S. As your platform targets Australian consumers, your conduct also falls under Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) and ACCC cross-border eCommerce guidelines. Misrepresentation, unfair contract terms, or deliberate withholding of funds may trigger penalties under these provisions, in addition to foreign gaming sanctions.

Dear Slicelife, please be advised that you have reached Casino Guru, and not the casino directly - we are not a part of RollXO Casino. Our aim is to independently and objectively resolve complaints and provide a fair mediation between players and casinos.

In order to proceed with this complaint, I would like to ask you to reply to my previous message.

Thank you in advance for your cooperation.

Sorry you asked me for the emails I printed and pasted them on here for you

Dear Slicelife, thank you for the clarification. Could you please confirm whether you are currently able to access your account? Additionally, could you please confirm whether your winnings are still available in your account, and how much do you need to withdraw in total?

Thank you in advance for your response.

Subject: Follow-up — Account Access and Withheld Winnings (Rollxo "Rare Fourth Deposit 100 % Bonus")

Hi [Case Manager’s Name],

Thanks for your reply.

I no longer have access to my Rollxo account. After I queried my withheld winnings, Rollxo sent me an email that falsely stated I had "requested account closure." I immediately replied that I had made no such request. Their next response claimed the closure was an administrative decision.

Since that point my account has remained locked, and the winnings are still showing in the internal balance but unavailable for withdrawal.

Before access was removed, I downloaded and analysed my full betting history. It shows:

I completed and exceeded the 50 × wagering requirement (required $3 000, actual $3 210.48).

Rollxo’s allegation of a "breach" comes from a single Plinko session where I was learning the game. The system auto-launched many micro-bets with individual values far below $7.50 — these were not feature buys or rule violations.

Plinko also happens to be the only game on their site that doesn’t contribute 100 % to wagering, and that was never disclosed before play.

My logs show the wagering target was reached on 13 Oct 2025 at 18:38 AWST, after which their system continued to record additional wagers in breach of their own terms.

There are also internal ledger inconsistencies (balance mismatches and continuity gaps) proving their accounting cannot substantiate any claim of "unfinished wagering."

I’m happy to provide Casino Guru with the complete evidence pack (Excel and CSV files) confirming these details.

Please let me know the next step in your mediation process or if you need specific documents

Dear Slicelife,

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, Kubo ([email protected]). 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,

Attila G.

Thank you Attila

Dear Slicelife,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from RollXO Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear RollXO Casino,

Could you please provide detailed information regarding the player’s issue? In particular, I would appreciate it if you could share the details concerning the alleged breach of the bonus terms, specifically the maximum bet rule.

Please also provide any supporting evidence to substantiate your claims - either directly in this complaint thread or privately via email at [email protected].

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello,

We’ve just sent a detailed explanation regarding this case to Kubo via email.

Please let us know if anything else is needed from our side.

Dear RollXO Casino,

Thank you for providing the player's game history. I can confirm that, according to the records, a bet exceeding the maximum allowed limit was placed on October 13 at 17:40. The bet amounted to 24 AUD in the game Plinko 2.

Since the contribution of this game toward the wagering requirements is not specified in the Bonus Terms and Conditions, could you please clarify what contribution percentage applies to Plinko 2?

Thank you for your cooperation.

Hello,

Thank you for your message and for reviewing the game history.

We can confirm that the bonus contribution for Plinko 2 is 5%. 

Dear RollXO Casino,

Thank you for your clarification.

After thoroughly reviewing the case, we believe that, in line with a pro-player and fair-play approach, the winnings in question should be paid out. While we acknowledge that the player did technically breach the maximum bet limit while playing with an active bonus, we kindly ask you to consider the following circumstances:

1. The max bet was exceeded only once - The single bet of 24 AUD was placed on October 13 at 17:40, at a moment when the player’s balance was 396.31 AUD. This bet resulted in a payout of only 12 AUD, meaning the player lost half of the wager. Therefore, it had no positive impact on the gameplay, and the player suffered a loss, confirming that the violation provided no advantage of any kind.
2. Wagering requirements were fully met even without counting Plinko 2 - The required wagering was 60 × 50 = 3,000 AUD. Even when excluding all Plinko 2 wagers, the player still wagered 3,042 AUD, completing the requirement legitimately.
3. The violation was isolated and disadvantageous - The player strictly adhered to the max bet rule throughout the entire gameplay, both before and after the single incident. Since the bet in question resulted in a financial loss and had no influence on the final winnings, we believe that enforcing a full confiscation over a single, clearly unintentional mistake is disproportionate.
4. Goodwill and trust considerations - Reconsidering this case in the player’s favor would demonstrate your commitment to fair treatment and responsible decision-making. This would not only reflect positively on your brand but also strengthen the trust players place in your casino.

Given all of the above, it is reasonable to conclude that no unfair advantage -mathematical, psychological, or otherwise - was gained through the isolated bet that exceeded the limit. Therefore, we kindly ask you to reconsider your decision and proceed with paying out the player’s winnings in full.

Thank you for your cooperation, and we look forward to your response.