Rollino Casino - Player has issue with casino's bonus rules.

Dear sir or madam, I will tell you the problem just for information because it likes casino has that kind of rules. But I never seen it before and I dont know if any casino have that kind of rules. I deposited 20 € and used bonus - 45% and 60 FS. I won cca 300 € and they canceled me 155 and withdrawn 145 ( from FS max 100 € and 45 from money bonus (9 € x max. 5). This was explanation. Then I played with money bonus again but without FS. I deposited 35 € (bonus 75%) ,won 500 and they canceled me cca 370 €. Explanation: 75% was 26,25x5 = 131,25. This 131,25 is max. possible win and I will get only 131,25. So I think this are really unfair rules which I never saw in any other casino. The rate 7,9 for me not good. I didnt read what rules have about withdraw when you play without bonus but I read some opinions from customers on your web and see that also have wagering 10x. I think something isnt right here. Thank you for your time and wish you all best.

Jasmina

Hello jasmina73,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Were any of those bonuses welcome or just regular bonuses? Did the casino pay out the winnings from your bonuses yet?

Please note that terms are completely common as many casinos has a maximum win limit from bonuses (seems like 5x bonus amount in your case). The bonuses visible in our review are mostly welcome bonuses and the casino may offer many other bonuses with specific rules.

Looking forward to your answer.

Regards,

Nick

Dear jasmina73,

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.

Dear Nick,

thank you for your time. My account is already verified (since 22.11.2023) and casino paid me all winnings (145€ and 131 €, the rest were cancelled).

There were regular bonuses.

There were no other issues, they are very kind and explained me everything I wished. The problem are their rules, especially money bonus. If you get some bonus % and wager it 35x or 45x or what ever they wish, I think this is enough without max. limit to withdraw. But it seems like these are casino rules and you can decide that wont play with that kind of rules.

Best regards,

Jasmina

Dear jasmina73,

We are happy to hear that you've received your withdrawals on would like to congratulate you on the winnings!

As described in your own words, Rollino reserves the right to implement a maximum cashout rule on promotional bonus offerings. This rule is clearly visible on our our Bonus T&Cs, namely:

1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

As Nick mentioned, we'd like to bring to your awareness that implementing a maximum cashout limit on bonus offerings is an industry-standard that is completely common nowadays and used by many other casinos.

Moving forward, we'd like to wish you only positive experiences playing in Rollino Casino.

Best Regards,

Rollino Team

Hello jasmina73,

If you got paid out in full, there is nothing that we can possibly do. Every casino can set the bonus rules as they wish and it is up to the player whether they accept their terms or not.

For the above states reason, the complaint will be now rejected.

Best regards,

Nick