The player from New Zealand had won $4232 NZD but, the winnings were significantly reduced. The Complaints Team had reviewed the case and found that the reduction was in accordance with the casino's bonus terms and conditions, which limited the maximum withdrawal amount from no deposit bonuses. Despite the player's dissatisfaction, the team concluded that the casino had acted within its stated policies and there was no further action that could be taken. The complaint had been closed.
Rollino Casino - Player complains of confiscated winnings and misleading bonus rules.
Amount: NZ$4,232
Rollino Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Incredibly misleading website. First I wasn't able to withdrawal via the visa debit I used so I had to redeposit with Skrill in order to receive a withdrawal
Second was managing to win $4232 NZD from a $35 bonus. I had to wager $4000 and was very lucky. In the morning I was met by an email saying "We inform you that a summ of 4232.42 has been debited from your game account, according to the bonus rules 1.1"
The entire 4232 was removed and they left $175 because apparently it "35x5" so unsure why it didn't just reset once I hit the wager?
None of this information is conveyed correctly and their bonus T&C's are hard to read
Be careful using this site and taking their offers
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6 months ago
Dear stunnawunna,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.
Furthermore, I checked the bonus T&Cs and I found this:
"1.1. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account)."
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
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6 months ago
That's fine, I'll put up my review as this casinos rating does not accurately reflect what it deserves
Kind Regards,
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6 months ago
Thank you for your reply, stunnawunna. Since the casino reduced your winnings in compliance with their bonus T&Cs, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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