RollXO Casino - Виграш гравця у розмірі 4500 євро конфіскується.

**Subject: Request for Assistance – Rollxo.com Casino Withholding €4,500 Winnings**

Dear Casino Guru Support Team,

I am reaching out to request your assistance regarding an ongoing issue with **Rollxo.com Casino**, where they are unfairly withholding my legitimate winnings of **€4,500**. I am hoping that your expertise and platform can help me resolve this matter.

### The Situation:

I won **€4,500** playing **Big Bamboo**, fully adhering to the casino’s rules. This win took place **two hours** before I played **Big Bass Mission Fishin'**, where the casino now claims I breached their terms by betting **€20 per spin**. 

However, this is **completely incorrect**:

- I was playing at the **lowest possible bet** of **€0.10 per spin**.

- The **€20** they’re referring to isn’t per spin, but rather the cost of a **feature buy for free spins**, and I used my **own balance** to purchase this feature, not bonus funds.

### Alleged Violation:

The casino claims I violated their terms after the win, and they are using this as an excuse to withhold my funds. The **€4,500** was won **before** any alleged violation occurred, so there is no legitimate basis for withholding my winnings.

### Why I Need Your Help:

I have attempted to resolve this directly with Rollxo.com Casino, but they are refusing to cooperate. I am aware of Casino Guru's reputation for helping players in situations like mine, and I would be extremely grateful for your assistance in escalating this issue and securing the release of my winnings.

If you could investigate this or guide me on the next steps, I would deeply appreciate it.

Thank you in advance for your help.

Sincerely,  

Dear knacker65,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

2.2. The maximum bet while wagering is €5 (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus you activated and utilized?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey Patronela,

it was a deposit bonus i think, there is no clear history on it, also it was 1 total balance of bonus and my money.

i deposited around 20 dollars.

Hi knacker65,

• Could you let us know if you've already requested your game history directly from the casino?

Please keep in mind that purchasing features while a bonus is active is typically treated as a single spin. I’m simply looking to confirm that you exceeded the maximum bet limit only once while fulfilling the bonus wagering requirements.

If you already have your game history, kindly forward it to petronela.k@casino.guru.

Thank you.

Dear knacker65,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.