The player from Canada had won 600 CAD after making several deposits, but was unable to withdraw his winnings after his account had been closed by the casino due to alleged gambling addiction. The player had denied having any gambling addiction and claimed he had been invited by the casino to play. The casino had explained that the player's account was closed in accordance with CEG regulation due to previous reports of gambling addiction on other brands operated by their license holder, Altacore N.V. However, the casino had assured the player that his balance of 600 CAD would be processed and paid out to him. After some delay and communication issues, the casino had confirmed the transaction had been processed. The player later confirmed receipt of his winnings. Consequently, we had closed the complaint as 'resolved'.
Rollino Casino - Player's account closed, winnings confiscated due to alleged addiction.
Amount: Can$600
Rollino Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
AGO
Hello I was invited to play for this casino. I made like 4 or 5 or maybe more deposits before I finally won 600 Canadian dollers I made a withdrawl and slept woke up to check on the status and I was disabled for gambling addiction which I never asked them to do. I never mention anything like this I talked to support they said to email rollion at the I emailed them many times for the last 3 days and I have no received one email from them back. Basically they invited me to play for their casino I deposit many times and I finally win one and make a withdrawal they close my account with a lie of a reason gambling addiction and not respond to any of my emails about my withdrawal they closed my account and won’t pay my withdrawal saying gambling addiction.
Dear lloydo644,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
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,
Petronela
I have never mentioned anything about closing or addiction to this casino. They invited me to play through an email so I played. I have self excluded myself in the past long time ago years ago cause wife hatesd it when I gamble. But I still don’t understand what any of that has to do with this. They won’t pay what I won when they invited me to play for them. Addiction. How can u prove i am addicted. What in the world is this casino talking about alleged? You never even met me. Your the one accepting my deposits than when I win u close it. Yea nice play I deposited I beleive like more than 5 times too
Dear lloydo644,
Please note that you've previously reported GA on other brands operated by our license holder (Altacore N.V).
Due to the above, after receiving the notification from our risk department, we had no other choice then closing your account, in accordance with CEG regulation.
Please be rest assured that the 600 CAD balance will be processed to you at the earliest convenience possible.
Kindly expect a contact from support@rollino.co. We will provide the relevant information and request a withdrawal method for the payout.
Best Regards,
Rollino Team
Thank you very much, Rollino Casino Team, for the clarification.
Dear lloydo644,
Please keep me informed about any further developments and kindly confirm as soon as you receive your funds. Looking forward to hearing from you.
oh I have yet to receive the relevant information. Thank you Petronela. I will continue to monitor my email. Pay-out method e-transfer to llo*****4@gmail.com Thank you
Also I want you to know I never received that email support had to copy and paste asking me my bank info. I looked all in my spam and primary everywhere and I never received one email from rollino ever except the one you invited me to play. Which is why he copy and pasted it for me
sobim obviously sceptical if I’m going to receive an email. As of 2:17pm UTC time I yet to receive any email.Still no email from rollin…. It’s been almost 2 days they said they will send an email for the transaction to happen.
They sent me an email for my cryto address because they can’t send through original deposit method yesterday. Is sent them my
but nothing so farHello Iloydo644,
The transaction has been processed.
All the best,
Rollino
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, lloydo644, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
