RollXO Casino - Затримка зняття коштів

sunday 16th feb 2025 19:04 gold Box 2 result $636 needed to be wagered

i was doing low bets 20cents - $1

Sunday 16 feb 2025 21:45

$791.38 won of fire portals off 20cent bonus so my balance was $800+ with about 200 left to wager so i wagered it on the lower 20cent to $1 bets

Wager was complete from gold box 2 approx sunday 16 2025 21:45

i had dropped down in my balance after wager complete to $400 aud on 16th feb 2025 22:19

i had made a request to withdraw the remaining $400 which was pending

monday 17th feb 2025 16:18

i had used Bonus shop free spins which was cancled after losing it all

i then had removed my pending $100 from the 16th of feb because it was still pending

i had lost that so i recalled the last $300 that was also pending

i had left $300 to withdraw which was pending

i continued to play on with $300 that i had left that was not locked by any bonus and had been wagered from the above on the 16th of feb,

Tues 18th feb 2025 12:06am

i had bet $2 on zeus vs hades and won $1140

i then moved onto supercharged clovers upping my bets from $1-10 where i had increased my balance to around $3000

Finishing off on Tues 18 feb 2025 02:00am

on dr rock winning $1697.85

my balance had then dropped to 4k where i made a withdrawal request on the 18th feb 2025 02:09- multiple chats through the online support as each day passed while is was pending

to where it has be rejected on thursday 20th 2025 due to breaching the maximum bet rule and my funds were confiscated 

where i have not breached and i correctly wagered the amount on the 16th winning the $791.38 which quickly got rid of the wager amount required 

i have requested my game play history from the 16th of feb to the 18th and bonus history to see where i have apprently breached the maxiumum bet while using a bonus .

on there website you can only access the last 50 game plays

I had screenshotted all the wins which has the time lines to where the online support team

when queried just tell you that you breached the maximum bet allowed with a bonus to which i had requested proof which i was told they cannot supply on the online support

i have emailed the manager which they have said they have forwarded to the finance team

still no reply after requesting the evidence

i have been able to withdraw smaller amounts before and deposited lots into this casino

Dear oxy92,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

hi there they have responded 3 days later after multiple chats to support then come up with i have reached the maximum bet limit on 7.5$ while having a bonus and confiscated my funds as per the timeline and info above

while requesting the gameplay history of where i breached this as its not correct i have attached some screenshots for your reference

you can cancel this request there communication is poor i wont play or recommend this casino to anyone

Dear oxy92,

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.

Dear oxy92,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.