Complaint #18 RollXO Casino

Account closure without any info

By Mikael H.

1 week ago

Hi!

My account was disabled without any information about why. I was told to contact support but it is not possible to contact support on the website without being logged in. I therefore sent them an email, but have not gotten any answer or an automated email saying that they have received it which is unusual. I had around 5600 eur in the account, where 3600 eur where from recent deposits, around 800 eur from winnings and the rest was a combination of earlier deposits and winnings. I would really like for my money to be returned to my account and an explanation for why the account is disabled, because, as far as I am concerned, I have not breached any terms or conditions. I would like to add that I did get an email last week from them where it said

"Please, note that the bonuses are not available for you anymore. From now on you can play only for your real money.

You can still make deposits, play and withdraw the funds. As soon as we see that your bonus ratio lowers, you’ll be able to get our bonuses, open level rewards, and also participate in tournaments.

Sorry for any inconvenience caused."

So, I made a deposit of 600 to start lowering my deposit-to-bonus ratio, but all of a sudden my account was disabled.

Best regards,

< full name removed >

Disputed Casino RollXO Casino

Reason Account closure

Amount €5600

Discussion

AskGamblers

• Support Team

1 week ago

Dear RollXO Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

RollXO Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $2,863

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

RollXO Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

RollXO Casino Complaints

See all complaints for this casino

Delayed payment and endless verification process

Rollxo is repeatedly delaying my withdrawal of €6,142 by requesting additional documents in stages, with several days of waiting between each request. My withdrawal is then declined, and further documents are requested—even after live chat has assured me that my account is fully verified and that my next withdrawal will be processed quickly.

So far, I have submitted:

Standard identity verification, including a selfie, ID and proof of address.
Three months of payslips.
Three months of bank statements.
Three months of Revolut statements.

Rollxo then requested three months of statements for another account, along with explanations of certain transactions. I have provided the transaction explanations, but I cannot obtain the requested statements for the following reason:

The account in question appears to be an account or payment arrangement created as part of Binance’s deposit process. Although it appears to be in my name, I use it only to transfer funds to Binance. I do not have separate online banking access to this account and do not know whether statements are available or how to obtain them.

I have cooperated with the verification process and provided the documents available to me. However, the repeated assurances that verification is complete, followed by further rejected withdrawals and new requirements, have made it impossible to understand what is actually needed to release my funds.

I am asking Rollxo to review the documents already submitted, provide a complete list of any outstanding requirements, and explain what alternative evidence it will accept for the Binance deposit account. I also request a clear timeframe for completing the review and processing my €6,142 withdrawal.

Not sure if this is an issue on my side, but i could not upload screenshots here on the site. I have emails showing declined withdrawals with the new document requests and screenshots of livechat assuring me that my account is fully verified and that my withdrawal should be processed quickly.

Resolved

€6,142

This casino cannot verify the account

Hello. I waited for a long time hoping that the representatives of this casino would be willing to resolve the issue and stop ignoring me, but apparently they are not interested in solving problems without public complaints.

At one point, I made a deposit at this casino and lost it. I forgot about the casino for a while, but later I received an email saying that I had been granted a bonus. When I logged into the site, I saw the bonus, claimed it, met the wagering requirements, and ended up with $46 in my real balance.

I attempted to withdraw the funds, but after 24 hours my withdrawal request was canceled. I contacted customer support, and they informed me that I needed to complete verification. I successfully passed the live verification process, where I had to take a real-time photo of my passport and a selfie.

The only remaining step was address verification. I submitted bank statements in both PDF and JPG formats from several banks, clearly showing my name and address. My documents were rejected, and I was asked to provide a utility bill. I sent them a utility bill as requested.

It has now been over a month, and my document is still under review. I have contacted live chat support multiple times and sent several emails to their support team. They kept asking me to submit bank statements, which I did repeatedly, but my verification was never approved. They also sent me their rules stating that a PDF bank statement is required, yet for unclear reasons they refused to accept mine.

They informed me that they would forward my issue to the appropriate department. More than a month has passed. My emails are being ignored, and the live chat support keeps sending me the same message that they need a bank statement. I do not understand what exactly they want. It seems like they are simply scammers who have no intention of verifying my account.

I will attach screenshots showing that my verification status is still “under review,” even though I submitted the documents a month ago, along with screenshots of my communication with support.

At this point, I have already lost hope of receiving my funds, but I cannot just let this go. I am interested to see how they will respond here on the forum. Otherwise, people should be aware that this casino is suspicious.

Resolved

$46

Casino reopened my account 10 Days after permanent self exclusion due to gambling addiction

I did permanentely self exlclude in this casino because of Gambling Addiction. (And yes I have a gambling Problem, at one point, I made 50+ Deposits at this casino without a single withdrawal)

I asked specifically to close the Account permanentely and without the option to reopen it later.

10 Days after the self exclusion I asked them to reopen my Account.

They did reopen my account by answering 3 simple Questions with yes:

Do you confirm that issues with compulsive gambling were treated, and you experience them no more?

Do you understand that gambling may lead to losing money and must be treated as an entertainment measure only?

Do you make a conscious decision and willing to accept the risks associated with gambling?

You cant do a gambling therapy within 10 days ..... you have to wait months to even get a therapy place.

I made 99 Deposits and just 1 withdrawal in this Casino, if they would care about their players someone would have noticed I have a serious gambling problem, reopening my account after self exclusion is the last thing they should do.

I demand to return all deposits made since reopening my account (578€) and close the Account now once forever without the option to reopen it.

Resolved

€578

Ignored Refund Request and Account Deactivation After Successful Deposit at Rollxo

Hello,

I would like to file a complaint against Rollxo regarding an unresolved refund and a lack of response from their support team.

Some time ago, I made a deposit via Ethereum. After the funds arrived in my Rollxo account, my player account was immediately deactivated, and I was no longer able to log in.

After repeatedly trying to reach support, I finally managed to contact someone and requested a refund of my deposited coins. Rollxo then asked me to verify an €80 deposit from 4 months ago. I completed this verification as requested.

After that, they sent me another verification link, but the link does not open. I informed the support team about this issue, but since then, I have received no further response and have been ignored for 2 weeks.

I only asked for a refund of the coins I deposited and for them to be sent back to my wallet. Unfortunately, this has still not happened.

What I don’t understand is this:

How is it possible that my account was accessible in the past — even allowing me to use free bonuses — but immediately after making another deposit, my account was suddenly deactivated?

I kindly ask AskGamblers for assistance in resolving this issue, as the casino has stopped communicating with me entirely.

Thank you in advance.

Kind regards,

Resolved

$225