The player from Germany faces withdrawal issues as RollXO claims she violated bonus terms by exceeding the maximum bet, despite her assertion that no active bonus existed during her win. After submitting personal data for verification, she waits for the release of her game and bonus histories to address the allegations.
RollXO Casino - Player's withdrawal is delayed due to bonus dispute.
RollXO Casino
Safety Index:Very highSafety Index
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9.6
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Opened
Current status
Waiting for casino to reply
5d 2h 52m 55s
Case summary
2 days ago
Public
Visitor
Public
3 weeks ago
Translation
Hello,
I contacted RollXO support. They claim I violated the bonus terms and conditions by exceeding the maximum bet.
I have already pointed out that at the time of my win there was no longer an active bonus in my account (see screenshot).
RollXO then invoked the GDPR and requested personal data for verification.
I have now submitted these and am waiting for the release of the game and bonus histories in order to investigate the allegations.
I ask Casino Guru to continue monitoring this case.
Thank you!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear g9zmrgxr7g,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with RollXO Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Could you please provide details regarding the bonus you utilized? Kindly share the relevant link in this thread.
- Do I understand correctly that you have accumulated your balance with the help of bonus, and then continued playing with those funds?
- Have you received a message confirming the wagering of the bonus is completed, please?
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.
Best regards,
Katarina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Visitor
Public
3 weeks ago
Translation
Dear Katarina,
Thank you for your feedback and support. I'll be happy to answer your questions as accurately as possible:
1. How long I have been playing at RollXO:
I opened my player account with RollXO in June 2025 (new customer) and was only active there for a limited period of time.
2. Details of the bonus used:
I used a first deposit bonus that the casino advertised on its website. Unfortunately, I no longer have the exact bonus link saved and can't currently find it on the site.
3. How my game works with bonus:
Yes, I played with the bonus and met the wagering requirements step by step. Afterward, I had a withdrawal of around €4,000 in my account.
After I had more funds, I played with higher stakes (as far as I understand, without an active bonus).
According to the screenshot on the payout page, it said at that time:
"Available balance: €4,000.34"
"Blocked by Bonus: 0 €"see attachment I have already sent you
For me, this means that no bonus was active when I made the higher bets. Or rather, I wasn't informed about it.
4. Confirmation of fulfilled sales conditions:
Unfortunately, there was no direct message or indication that the bonus conditions had been fully met.
However, the casino did not inform me that there were any outstanding terms and conditions, and there was no warning or suspension prior to the alleged violation.
The account was simply deactivated and the amount withheld. Only when I inquired about it was I accused of having exceeded the maximum bet.
I have already sent RollXO my personal identification information (as requested by the casino) and am now waiting for my gaming and bonus history to be released so that I can further investigate the case.
Thank you again for your support.
Best regards
g9zmrgxr7g (Julia)
Automatic translation:
Public
Visitor
Public
2 weeks ago
Translation
Dear Katarina,
Dear Casino Guru Team,
I would like to inform you about another detail that, in my opinion, makes RollXO’s behavior particularly problematic:
Despite the fact that my entire balance of over €4,000 was simply deleted and no withdrawals are currently pending, I continue to receive regular email and text messages from RollXO, encouraging me to make further deposits and take advantage of bonus promotions. (Screenshot is saved and verifiable.)
I find this not only contradictory, but also unfair. On the one hand, my earned funds are being withheld – on the other, they want me to deposit again to receive supposed rewards.
I sincerely hope that you can consider this information in your assessment of the situation.
Best regards
Automatic translation:
Public
Visitor
Public
2 weeks ago
Translation
Proof of fulfilled bonus conditions – nevertheless payout of €4000 rejected
Dear Katarina,
Thank you for your support so far.
I would like to provide you with an update on the RollXO case and present all the facts that prove that I fully met the bonus terms and conditions – and that the payout of my €4,000 winnings was wrongfully denied.
1. Status of my account
My RollXO account has not been permanently suspended – I can log in again.
Nevertheless, my entire balance was deleted.
I also continue to receive regular promotional emails and text messages from the casino, which, in my opinion, makes the situation even more questionable.
2. Bonus information
I accepted the regular first deposit bonus – €500 bonus on deposit.
According to the data provided by the casino itself (bonus_issues.csv), the bonus requirement (10x turnover = €5000) was fully met:
Wagering Required: 5000
Wagering Progress: 5000
Wagering Done: TRUE
This clearly shows that I have properly fulfilled all the conditions.
At that point, the credit was shown as "available," not blocked. I had already provided the screenshot.
3. Playing behavior after bonus release
According to the bets.csv file, which also comes from the casino:
Almost all bets were within the permitted range of less than €5.
Some higher stakes only occurred after the wagering requirements had been met – i.e. at a time when the bonus had already been "played out".
Even if the stake exceeded €5, the bonus was no longer active, so no rule was violated.
4
My concern
I ask for your assistance in investigating this matter.
I believe that RollXO violated its own bonus terms and conditions by deleting my balance – even though I demonstrably fulfilled them.
All receipts come from the casino itself and can be resubmitted upon request. Unfortunately, I can't attach the file here.
Thank you again for your time and effort – it means a lot to me.
I sincerely hope you can help me clarify this unfair process. I'm being so persistent because I find it downright unfair, and I don't want other users to have to go through this. After all, it's a lot of money.
Kind regards
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear g9zmrgxr7g,
thank you for your detailed messages.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Looking forward to your reply.
Katarina
Public
Visitor
Public
2 weeks ago
Translation
Good evening, I've sent the email. Please let me know if the entire process wasn't included.
Best regards
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Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear g9zmrgxr7g,
thank you for your message.
However I was not able to locate an email from you. Could you kindly resend it once again? My email is [email protected].
Looking forward to your reply,
Katarina
Public
Visitor
Public
1 week ago
Translation
Good morning, I have now forwarded all emails separately again because there was no other option.
Best regards
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 days ago
Thank you very much, g9zmrgxr7g, for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Visitor
Public
3 days ago
Translation
Good evening, do you now have all the documents you need? Is there anything else I can contribute?
The casino didn't respond to my last message, so I would be happy if the matter could be resolved soon.
If you are missing something, please feel free to contact me.
Thank you
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
2 days ago
Dear g9zmrgxr7g,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a RollXO Casino representative to join this conversation and participate in resolving this complaint.
Dear RollXO Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
RollXO Casino has 5d 2h 52m 55s to reply
