Rollino Casino - Deposit was not credited to the player’s casino account.

Hello

I am facing a problem with rollino casino. I made a deposit for the amount of 143€, i received an email from neteller confirming the amount was sent to the casino, yet the amount never got added to my account balance.

I sent them multiple emails with the evidence of my transaction, the email i received from neteller confirming my successful payment and they said they are investigating my transaction.

I am afraid it is just another fraudulent online casino.

I am extremely frustrated I trusted them with my money.

Dear zoi_p,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino usually has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Could you please post here a confirmation from the Neteller that the transaction has been processed successfully?

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

Best regards,

Kristina

Dear zoi_ p 

According to our records, On 2023-10-03 at 06:31:32 UTC +0 your deposit has been successfully credited to your game balance.

Please kindly double-check your game balance, and if the issue persists, provide us with the transaction details that you believe hasn't been credited to your balance. We are here to assist and ensure that every transaction is accurately accounted for.

Your trust is paramount to us, and we're dedicated to resolving this matter swiftly.

Warm regards,

Rollino Family 

Problem solved.

Dear zoi_p,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru