Gambling helpResponsible Gambling Council, Problem Gambling Institute of Ontario, ConnexOntario
Licensed. Audited. Resolved independently.
What happens after the first reply?
You will know each step of a complaint and where it ends if support cannot settle it.
Catch the details early
On the day something goes wrong, tell support in live chat or by e-mail and describe what happened, with the time and any amount involved.
Rollxo Casino case reference
Once support logs the case, ask for a reference number and keep the reply, since that record follows the file through every later step.
Before escalation, after review
If the answer does not fit, reply to the same thread and ask a manager to look again, and a senior agent reviews the file from the start.
When the file leaves the casino
Should that review still leave you unsatisfied, send the file and the reference to the Alcohol and Gaming Commission of Ontario, the regulator that licenses Rollxo Casino.
Six departments
Wrong queue one day, right inbox the next
Read this and you will send your message to the one inbox that handles it fastest.
Each card below settles one item you might otherwise queue for.
trustCan I shut my account down for good?+
Should you want to stop gambling with us, a request through live chat or [email protected] closes your account. Any remaining balance is paid out to you, and you keep the option to self-exclude for good. Send the request before you withdraw, so nothing is left hanging.
trustCan I get a copy or delete my data?+
Every player can request a copy of their data by writing to [email protected], and deletion works the same way. Requests are handled once we have confirmed you are the account holder, so a quick reply from your registered address speeds it up. Some records we must keep for licensing reasons.
trustWhen will my documents clear?+
Forty-four hours is the usual turnaround once your three documents land with us. Sending a clear photo of your photo ID, proof of address and payment method confirmation on the first try keeps it inside that window. Anything blurred or out of date restarts the clock.
trustWhat happens when the first answer misses the mark?+
Nothing closes at the first reply you dislike. Reply to the same thread and say plainly what you expected instead, and a second person reviews it. If the outcome still does not sit right, [email protected] escalates it, and past that the Alcohol and Gaming Commission of Ontario takes formal complaints.
trustWhy should I care who licenses you?+
Licence 50250531 sits with the Alcohol and Gaming Commission of Ontario and iGaming Ontario, and that backing matters if money ever goes wrong. Every game on the site is audited by QUINEL, GLI and BMM Testlabs, and traffic is wrapped in 128-bit SSL. You are dealing with Rollxo Casino Inc., company number 512737066, Queen Street, Vancouver.
trustWhat if I want to be helped in French?+
At any hour, our team answers in English and in French, so a player in Quebec never has to translate a problem. Pick whichever of the two feels clearer when you start the conversation, and the same advisor stays with you until it is solved.
Details worth gathering first
A minute of gathering now saves a longer round of questions later.
Your registered e-mail address
Your account username or player number
Screenshot of the issue, with the date
Transaction or reference number
Photo ID for a verification question
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