Rollino Casino

Case summary

The player from Germany had deposited a total of €300 to Rollino Casino but did not receive the promised welcome bonus or free spins despite having selected the bonus offer. He contacted support, which stated that he could deposit again for a different bonus, but he believed this response was unjust. The complaint was reviewed, but due to the player's lack of response to inquiries, no further investigation could be conducted, resulting in the closure of the complaint.

Discussion

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gunnarwolf77

Bronze

Germany

Public

9 months ago

OriginalTranslation

Good day,

I registered with Rollino a few weeks ago but haven't played yet. Now I received a promotional email offering a $200 bonus on my deposit and 400 free spins.

I deposited €200 and played, but no bonus appeared. Then I deposited another €100, again selected the welcome bonus, which is valid for the first three deposits, and again it didn't credit me.

I then contacted support, who said they couldn't help me because I had already used my deposit, but that I could deposit a third time and would receive a 50% bonus.

The casino's behavior is wrong. They made a clear offer, and I accepted it. It's the casino's turn, not mine.

Automatic translation:

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Tomas

Complaint Specialist

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9 months ago

Dear gunnarwolf77,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for not crediting you a bonus.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. Usually, online casinos can credit a deposit bonus if the balance associated with the bonus is untouched. If the deposit is already used up, bonuses associated with said deposit can no longer be credited.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that there is no action we can take regarding your complaint. I appreciate your understanding and look forward to your reply.

Best regards,

Tomas

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Tomas

Complaint Specialist

Public

9 months ago

Dear gunnarwolf77,

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.

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Tomas

Complaint Specialist

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8 months ago

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.

Rollino Casino - Player is denied promised bonuses.

Player stopped responding

Amount: €400

Case summary