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

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

Amount: €900

Rollino Casino
Safety Index:Below average
Submitted: 30 Jul 2024 | Case closed : 21 Aug 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from the United Kingdom had deposited €900 to Rollino but decided not to gamble due to previous gambling issues. She requested a refund of the deposit back to her payment method but was only given the option to withdraw via cryptocurrency, which she was unfamiliar with and had not used for the deposit. It was confirmed that Rollino allowed her to withdraw her deposit to crypto without having to wager.

Public
Public
3 months ago

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.

Public
Public
3 months ago

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


Public
Public
3 months ago

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 🤪

file

Public
Public
3 months ago

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.

Public
Public
3 months ago

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

Public
Public
3 months ago

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

Public
Public
3 months ago

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

Public
Public
2 months ago

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.

Public
Public
2 months ago

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.

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news