Rollino Casino - Player's game history has been deleted.

I was exploring a few versions of big bass on Rollino casino when I looked on previous wins on big bass Xmas extreme, saw I apparently won £17,000. Confused I looked back at my betting history and on my history, all game play at that time had been deleted. No withdrawals made but none of the funds made sense I’ve gone from having money to a grand less with no game play or cash withdrawals. Worried I’ve asked but have had no response. I managed to get a few screenshots and a screen shot of my history but now I’m unable to log on any pragmaticplay games on rollino. I’m just after answers of what happened? Why have they deleted the game play on my history. Abit suspect.

Dear fielders86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide more details on how you found out about the win?
• Have you played the game in which the win was achieved?
• Have you attempted to withdraw these winnings?
• Could you please share with me your communication with the casino attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear fielders86,

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.

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.