The player from Germany had experienced issues with Rollino Casino, specifically regarding the withdrawal of his winnings. Initially, the player's withdrawal request of €1000 had been reduced to €93.75 due to the casino's bonus rules. The player then used this amount to win €500, which was again reduced due to the same rules. After a series of exchanges between the player, the casino, and our team, the casino had agreed to reissue the second withdrawal request of €500 as a gesture of goodwill. The player confirmed the receipt of this amount and requested the complaint to be marked as resolved. We had then closed this case.
Rollino Casino - Player lost access to the casino's website.
Amount: €500
Rollino Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Hi,
Like every other site, this one has been offline for several hours now.
They have not responded to any emails.
This may sound harsh, but I think they're pulling off an Exit Scam.
In total, more than 7 sites from this group are offline.
There is no information available about what's happening, and this is causing me a great deal of stress.
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7 months ago
Dear nix1,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.
I checked the casino website yesterday with the casino's website being offline and again today and the website seems to be working.
Could you please confirm the website is working for you as well? Please let me know if the issue persists.
Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
Translation
Page is working properly again😉
But today all mail servers are down and you can't be verified
It really can't get any worse...
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7 months ago
Translation
Better nothing1,
I can only imagine how stressful this situation could be for you. Let me shed some light on what happens behind the scenes.
We are currently experiencing a technical issue with our servers which has unfortunately impacted the verification process. For this reason, certain email addresses are currently not functional. Our team is actively working to resolve the issue and we sincerely apologize for the disruption. We'll do our best to make sure everything gets smoothed out quickly.
Thank you for your patience and understanding.
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7 months ago
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Should that make me happy?
I mean depositing goes without any problems!
Nothing is asked for and everything runs perfectly.
Strangely enough, when you want to cash out from you, only problems arise!
How long do you think I should wait? Days? Weeks? Years?
I beg you, this is the worst thing I have EVER seen!
I'm interested in your internal problems 0! I, like many others, would like the payout to be processed.
Maybe there will be another email asking me to send more documents.
In that sense, THANK YOU FOR NOTHING!
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7 months ago
- A screenshot of the MiFinity-wallet which you have used to recharge your account (Address).
I had send 8 Proofs from my Mifinity Acc !!!
WHAT FOR AN ADRESS?!?!
The Only Adress @ Mifinity was in my Profil and this i had send!!!
Over 20 Proofs now!We reach the 200 Proofs?HAHAHAHAHA
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7 months ago
Translation
Payout was canceled and €93.75 is in my account!
I hope this is a bad joke
The whole thing was justified as follows
Please note that the withdrawal of 1000 EUR was canceled by Rollino's finance department.
We would like to inform you that in accordance with the bonus rules, the amount of EUR 906.41 was withdrawn from your gaming account:
1.3 Any winnings you receive when wagering the bonus are limited to a maximum withdrawal amount of five times the cumulative bonus amount. Excess amounts will be offset before payout.
The available withdrawal amount is 18.75 EUR x 5 = 93.75 EUR
Kind regards, Finance Department!
@ Rollino Casino SHAME ON YOU!!!
So your map bonus always has a 5x max payout?!
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7 months ago
Translation
I won €500 with the €93 and requested a withdrawal...
Let's see what happens this time
Ps: @Casino Guru
A: If you click on the I on the bonus NO INFO (it will be redirected to the promo page) you will find that the bonus has a limit of 5x.
B: The whole thing makes no sense at all
€25 deposited, 70% bonus taken, i.e. a total of €43
You should wager the whole thing 30x in order to be able to pay out 5x the bonus at the end.
For me that would be €18.75x5 plus you have to say that I deposited €25.
If you calculate that down, it's around €70 that you can have paid out at the end.
I understand that free spins have a max win of €100
No deposit as well.
Normal bonuses with a payout of 5x are a scam!
What kind of person pays in for a bonus like that?
https://rollino.casino/en/page/bonus-terms
There are also no terms for the map bonus.
As soon as you click on the I you will be taken to the promo page.
@ Rollino Casino as soon as my payout is ready delete my account IMMEDIATELY!
Nobody should play for clubs like you!!!
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7 months ago
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They do NOT pay out!
Now they're talking about 3 Banking Days...
- All withdrawal requests are processed by the financial department within 24 hours
According to chat now
On average, withdrawal requests are processed by the casino within the period of 3 banking days after successful account verification.
Now everyone can imagine the rest!
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7 months ago
We inform you that your withdrawal payment in the amount of 500 EUR has been canceled by Rollino Financial Department.
We inform you that an amount of 406.42 EUR has been debited from your game account, according to the bonus rules.
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.
In your case you can withdraw 18.75 EUR x 5 = 93.75 EUR
I HAD PLAY WITH REAL CASH!!!
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7 months ago
Thanks for your messages.
According to your last message you played with real cash, could you please advise when was the last time you deposited in the casino and when was the last time a bonus was credited to your account?
Could you please forward me your bonus and transaction histories in order for us to review the full picture of the situation?
My email is tomas@casino.guru
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7 months ago
Translation
Hey Tomas
I deposited on September 14th.
€25 and get a bonus of €18.75.
I successfully implemented this bonus and requested a payout of €1000.
The next day this email came
Please note that the withdrawal of 1000 EUR was canceled by Rollino's finance department.
We would like to inform you that in accordance with the bonus rules, the amount of EUR 906.41 was withdrawn from your gaming account:
1.3 Any winnings you receive when wagering the bonus are limited to a maximum withdrawal amount of five times the cumulative bonus amount. Excess amounts will be offset before payout.
The available withdrawal amount is 18.75 EUR x 5 = 93.75 EUR
Kind regards, Finance Department!
I then continued playing with the €93.75 (real money) and won €500.
These were then canceled again on the grounds that I was playing with a bonus.
I can't find any bonus history in the casino either🙁
The bonus is called MAP BONUS and is available every day (various bonuses)
I have attached the transaction list
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7 months ago
Hello nix1,
Firstly, we'd like to express our gratitude for choosing Rollino Casino. Our primary aim is to provide an enjoyable and transparent gaming environment to our players. We regret to hear that your experience fell short of your expectations.
All bonuses at Rollino Casino, including the welcome package and MAP bonus, adhere to specific terms. They are clearly presented on https://rollino.co/en/page/bonus-terms. Specifically:
1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal.
It's essential to understand that when you utilized the bonus, you did so with the awareness that the general bonus terms apply.
Please note that you initially lost the real balance. After this, you proceeded to play on the bonus balance. Having fulfilled the wagering requirements, rule 1.3 of the bonus rules was applied to the amount of the bonus you wagered.
Concerning the withdrawal and the deductions, these processes are rooted in the Terms and Conditions that you agreed to upon registering and playing on our platform. We recognize the importance of clarity and effective communication as we consistently strive to enhance our service.
Should you have further concerns or require any assistance, please do not hesitate to reach out.
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7 months ago
Translation
I think the casino doesn't want or want to understand what happened.
So let's explain again!
My FIRST withdrawal was canceled and the amount was reduced to €93.75.
With these €93.75, which were real money, I won €500 and requested a SECOND payout.
This was shortened again even though I played with REAL MONEY!
I hope the casino now understands what you want
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7 months ago
Hello nix1,
Please rest assured that your case was thoroughly examined and the conclusion remains similar.
On 2023-09-15 14:42:49 UTC , and after playing with the MAP bonus, your balance (available for withdrawal) was in the amount of 93.75 EUR, as per the bonus terms.
After that you've continued playing with these funds, won again and submitted withdrawal requests. However, these winnings were received using the same funds received from the bonus release, which is subject to a x5 withdrawal limit according to the bonus rules of Rollino.
93.75 EUR is the maximum amount that you can withdraw from the bonus release, and all subsequent winnings received from the game using these funds are subject to a limit of x5 of the bonus amount.
It should be noted that during this period you did not make any deposits and received subsequent winnings from the same funds received from the bonus release; as a result, they are subject to a limit of x5 of the bonus amount.
For that reason, your second withdrawal request was declined and the balance was adjusted to the exact amount available for withdrawal from this bonus release, which you've successfully withdrew.
Should further clarifications be required, please do not hesitate to let us know.
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7 months ago
I apologize for the late reply.
Dear Rollino Casino representative,
We disagree with the practice of capping bonuses multiple times, especially if the bonus in question is a deposit bonus.
We believe the bonus ends with the wagering requirements being fulfilled. After this condition is complete and winnings are capped according to the terms and conditions, we see no reason to not consider further play as real money play.
We would like to ask you to reconsider your position and if the player is verified proceed to pay further winnings in full.
I'll await your reply.
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7 months ago
Dear Tomas,
Although we found no wrongdoings in the processing of the players cash and bonus balances , we respect your decision and duly noted it.
We also take into account the fact that the case was mishandled due to a force majeure event - The website and email addresses we're unreachable for a limited period of time due to unscheduled maintenance.
This is also the reason for the player's initial complaint on CasinoGuru.
As a friendly-gesture , we'd like to reissue the second withdrawal request in the amount of 500 EUR that was cancelled for the player.
Nix1 , please confirm that by adding 500 EUR as withdrawable balance to your account,, you'll be satisfied and this complaint could be marked as resolved.
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7 months ago
Translation
Thank you very much, yes I agree with that :)
When will I find this €500 on my Acc?
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7 months ago
Hello nix1,
Your balance was successfully topped-up with €500.
You may continue with your second Withdrawal request now.
Tomas - Once the funds are confirmed to be received by nix1, we kindly ask this complaint to be marked as resolved.
Thanks,
Rollino Team
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7 months ago
Translation
I get an error message as soon as I go to payout...
Available for Withdrawal
€0.00
There are 500€ on the account but nothing can be paid out...
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7 months ago
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Now it worked😉
As soon as the payment is received, I will let you know so that the case can be closed
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7 months ago
Dear nix1,
We can see that you've successfully managed to initiate a withdrawal request now.
We'll keep you informed as soon as the request is submitted for processing !
Best Regards,
Rollino Team
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7 months ago
Dear nix1,
We confirm that the €500 withdrawal has been approved and is now in processing status.
You will receive a confirmation email upon the completion of the withdrawal.
Best Regards,
Rollino Team
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7 months ago
Translation
Thank you very much😉
I see that the payout is being processed.
As soon as this appears in my account I will report here.
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7 months ago
Dear nix1,
We confirm that the €500 withdrawal has been successfully executed.
You also received a confirmation email from the support department.
We kindly ask you to confirm receiving it, so we can mark this complaint as resolved.
Best Regards,
Rollino Team
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7 months ago
Translation
I just looked at my account and saw that the payout had arrived.
I would like to thank Casino Guru and Rollino Casino very much.
If you remove the 5x rule you could be a perfect casino😉
The case can hereby be closed
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7 months ago
Hello nix1,
We are pleased to hear that you've received the second withdrawal and hope that moving forward you'll have only positive experiences with Rollino.
Tomas - We kindly ask to mark this case as resolved in accordance with the player's request.
Thanks and all the best,
Rollino Team
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7 months ago
Dear nix1,
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 and Rollino Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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