Rollino Casino - Player requests a refund instead of a crypto withdrawal.

I deposited 900€ to Rollino and decided not to use it due to some gambling issues lately, managed to overcome to urge. The money is still sat in my account, see screenshot. I want to have this money refunded back to my payment method, but have been told I must withdraw. However the only withdrawal methods are crypto which I am unfamiliar with and don't use. I didn't deposit this way. I would like the money refunded rather than have to withdraw through crypto something I don't understand.

Dear Materialgirl84,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rollino Casino. 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. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your balance?

Have you played with your deposited money at all?

Could you please confirm whether you passed the full KYC verification?

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

Best regards

Veronika

Hi there, no support just wrote back and said I must choose one of the available withdrawal methods.

I haven't played with the balance at all.

My account says it is fully verified.

I just have never used any of these crypto methods before and don't really understand them and not sure how I'd then get my money back from one of those wallets.... all a bit above my head 🤪

Please note that the casino cannot alter the availability of their payment methods for certain players. If you wish to withdraw your balance, you must use one of the available payment methods. Have you chosen any of the cryptocurrencies available in your casino account?

Moreover, according to the Terms and Conditions:

In order to withdraw any or all deposited funds, such funds shall be wagered at least 5 times in full.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend you contact the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing. Looking forward to hearing from you.

I dont know how to use the crypto withdrawals ..... what is the cost of transaction processing?

Rollino allowed me to withdraw my deposit to crypto without having to wager

Thank you for letting me know. Have you received your deposit yet?

Dear Materialgirl84,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of Materialgirl84. The player sent us the following email:

This issue was resolved, Rollino allowed me to withdraw my unused deposit 🙂

Dear Materialgirl84,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru