RollXO Casino - Player faces withdrawal issues due to bonus restrictions.

I was playing with "real money" buying features and won a feature which ended up being around 1700 the. Went to the withdrawal section and confirmed there that it was "real money" and there wasn’t anyone in the bonus money section

I withdrew $1250 and proceeded to gamble the remaining amount..

as there was this deposit and I was under them impression It was being withdrawn I deposited further money into the account and didn’t win anything significant from the. Received an email from the company stating I had bet more the the bonus amount

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you activate any bonus when you made the deposit that you used to purchase the special features?
• Could you please send me a screenshot of your bonus history?
• Am I correct in understanding that your withdrawal request in the amount of 1,250 AUD was cancelled and the funds were confiscated due to an alleged breach of the maximum bet rule?

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

Best regards

Veronika

I checked my balance after winning the amount and it was under the real money section when I withdrew the money the full 1800 said it was withdrawable

I always do the free spins after my real money is gone or I cancel them when I withdraw

These two screenshots show the withdrawal was an hour and 10 minutes before

Please request the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus where you allegedly made bets over the allowed maximum, up to the moment you submitted your withdrawal request, and then forward the file to me at [email protected]. Thank you for your cooperation.

Okay will do

I have the requested info but won’t let me attach it here

Thank you for sending me the gaming history. I have reviewed the spreadsheet you sent me and regrettably, we won't be able to assist you. According to the Bonus Terms and Conditions of RollXO Casino:

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.

After reviewing your gaming history, I identified multiple instances where bets exceeding the maximum allowed bet were placed while an active bonus was present on your account.

Our position on this matter is explained in detail in the Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The maximum bet rule is considered an industry standard, as is the casino’s right to confiscate winnings obtained from bonus play if this rule is violated. For this reason, we generally do not go against established industry standards by penalizing casinos for enforcing the maximum bet rule in such cases.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika