Rollino Casino - Player is forced to use Bitcoin for withdrawals.

when I joined, I made sure I checked the terms and conditions of deposits and withdrawals, as I’ve been ripped off so many times by these casinos, it’s the first thing I do! After seeing that the withdrawal method takes priority to the deposit method, I was convinced I’d have no problems. I took no bonus. I played and got up to £250 so I went through verification, passed it all and went to withdraw. There I was met with nothing but Bitcoin options. I thought there must be a mistake and went to live chat. There I was told, I must choose from one of the withdrawal options available to me, then deposit again through said method to link it, until then I won’t be able to receive any funds. When I explained I don’t use bitcoin and nor do I want to, they just repeated the same statement over and over. None of this is in the t&cs. I would never have bothered depositing. So I’ve now no option at all to withdraw my money , after depositing real money I’m expected to create and start using bitcoin if I want anything back out of them. It’s wrong on so many levels.

Hello Victory,

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? Did you check the availability of withdrawal methods before playing in the casino? How much exactly did you deposit there?

Please note that the player has to use the methods offered by the casino and non other. Also keep in mind that if there is a deposit method available, it doesn't mean it can be used to withdraw as well.

Looking forward to your answer.

Regards,

Nick

hi, I’m fully verified and made sure of this before I went to withdraw. I deposited £20 and had no bonus. The options available to withdraw were the same as the deposit, I checked all of this before I deposited. I also went right through the t&cs regarding withdrawal as I didn’t want to be met with any issues if I was lucky enough to win. Then when I went to withdraw only bitcoin was available.

Their finance department say I don’t need to make another deposit to withdraw, but I do have to use crypto. I’ve spent two days trying to familiarise myself with the crypto world. Finally did it with the help of a forum, goes to withdraw and a notification comes up that I need to deposit to withdraw. I’d then have to wager that deposit, it’s ridiculous the lengths I’m having to go to

I’m now being forced to make another deposit which il then have to wager. I’m having this much trouble withdrawing, why would I want to add more money?! It’s their issue that I can’t withdraw to my deposit method. I’m literally jumping through hoops to get my winnings. Now I’m supposed to add more money?!

Hello Victory,

Where did the casino mention that you will need to wager the deposited amount? If the deposit serves purely for verification of the method, the casino should not require any wager of it or even if they do, it should be max. 1x.

It’s automatic, it becomes active as soon as you deposit. Regardless, I don’t think I should have to deposit anything when I have done everything they asked. It’s their issue that I can’t use the same method I used to deposit. Ive already spent days trying to familiarise myself in crypto currency. I also don’t have the funds to deposit anymore money.

Dear Victory,

We apologize for the inconvenience experienced at the withdrawal stage.

Please note that the available withdrawal methods (in your case cryptocurrencies), we're stated in the 'Withdrawal' section, before and after you've made your deposit.

Since this information is clearly presented, it is the player's responsibility to evaluate the available withdrawal methods before depositing, and make an informed decision based on his personal preferences.

As Nick mentioned, Rollino reserves the right to offer certain deposit and withdrawal methods, based on availability. An available deposit method doesn't mean it can be used to withdraw as well.

In order to resolve the issue, you are kindly requested to initiate a cryptocurrency withdrawal request to your designated wallet address. A minimum deposit or wager will not be required from you.

Please keep us informed about the process so we can mark this case as resolved.

Should further information be required, please don't hesitate to let us know.

Kind Regards,

Rollino Team

Thankyou for your response Rollino. I have successfully withdrawn my funds which is currently pending, ill update when I receive, Thankyou

Rollino , I’m verified and have withdrawn using crypto wallet as you requested. Why now are you asking for screenshots of my bank account?

Rollino, I’m bending over backwards! I’ve caved in and sent all of the details you asked for. Banks don’t allow screenshots, it comes up as a black page. I sent the first page of my bank statement with all of the information you requested. Still you are asking for a screenshot! I can’t give you something I can’t get!

Nick can you please help me out here??

Dear Victory,

Kindly note that your KYC procedure has been successfully completed.

There are no additional steps required from you at this stage.

Your withdrawal request is set for immediate execution today (20-02-2024).

You will receive an email from our financial department upon the withdrawal completion.

Please keep us informed about the process so we can mark this case as resolved.

Should further information be required, please don't hesitate to let us know.

Kind Regards,

Rollino Team

Crypto received, you can close this complaint.

I would like to add however, I, like many others are not in the world of crypto. The whole process was extremely complicated. I will never understand it no matter how hard I try, so maybe you could start offering an easier way to withdraw.

idd also like to add, all of the money I won is now lost in the crypto world because I had no idea what to do, so thanks for the awful experience. After all of this, I still have nothing.

Dear Victory,

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,

Casino.Guru