Rollino Casino - Player's account has been closed for alleged strategy usage.

The casino closed my account because I used a strategy in using my bonus.

I did not play a prohibited game or violate the maximum bet.

However, the casino claims it is a strategy, as they played low-risk.

However, the Terms of Use only contain a very vague statement that the strategy is prohibited.

There is no mention of specific criteria such as what constitutes a strategy or what constitutes a low-risk strategy.

In extreme cases, we believe that it is an unfair rule that can be arbitrary to the casino, as the use of bonuses can be seen as a strategy in itself.

Dear andandjonnyx,

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. Could you please advise which bonus you played with? If possible, please post here a link or promo code you used to activate the offer.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

The account has already been blocked so I don't know the details.

I think it was a general welcome package.

I contacted the casino after they sent me an email about blocking my account, but I never heard back from them for a long time.

Dear andandjonnyx

Please note that our risk department has thoroughly checked your game sessions and found a clear violation of the bonus terms, namely: 

3. Clients are not allowed to use any strategy while playing with an active bonus to meet the bonus wagering requirements. If strategies are used, the administration reserves the right to cancel all winnings of the player.

You've strictly played the game 100 Bit Dice (Relax Gaming) while playing with an active bonus balance.

In this game it is possible to set the probability of winning. You've set the probability of winning to 94.28%.

To ensure a high probability of wagering of the received bonus funds, you've set the maximum allowed bet to 5 euros and played only this game, making bets every 2-3 seconds until the bonuses are wagered, which is an evident indication of using a strategy.

You've entered other games only after fully wagering the bonuses that were credited to your account.

Considering that you've only used a certain game at a certain bet with a clearly set probability of winning, while using large bonus offers, which minimized the possibility of losing the balance, we can conclude that you've deliberately used the Bonus Abuse strategy to gain an unfair advantage.

We reserve the right to close an account created in violation of these rules at any time.

This decision is final and not subject to revision.

Thanks for your understanding,

Rollino Team 

How much is low risk from?　What do we call a strategy?

Everyone has their own criteria for this.

I am not an esper, so I don't know what the casino's standards are unless it is written in their terms of service.

The subject game was not set as a prohibited game in the first place.

If you are going to ban people from playing a game with a fixed winning percentage, why didn't you make it couldn't play with bonus?

At least I interpreted this game that allows arbitrary changes to the win rate as not prohibited = no matter how you set the win rate.

I don't think it is right to conveniently use the vague term "strategy."

The Terms of Use did not mention anything about low risk.

A typical casino would have criteria such as "Bet both red and black." for example.

Even specific examples of strategies, such as "reducing bets after a big win," are nowhere to be found.

Thank you very much, andandjonnyx, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello andandjonnyx,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej,

The requested information has been sent to you via email. 

Kind Regards.

Rollino Team 

Strategy," "low risk," "abuse."

These terms are ambiguous, and it is not surprising that they are defined differently by different people.

(In my mind, "low risk" means a 99% win rate.)

That is why the casino side to avoid trouble,

"Clearly state the criteria in the terms and conditions."

"Warn users if they are caught by the casino's definition."

"To avoid problems, they will prevent users from playing games that allow them to change the winning percentage with a bonus."

The above actions should be required of casinos.

The casino did none of them this time.

After examining the evidence from the casino, we believe that the rule mentioned by the casino's representative should not be applied in cases like this one. The definition is too vague and does not clearly describe what the player can or cannot do.

Dear Matej,

Thanks for your response. 

After reviewing our internal procedures, we decided to revise our previous decision , and adhere to CasinoGuru’s recommendation. 

Therefore the following updates are going to be implemented: 

1. The player’s account will be reopened , and the disputed balance of 1,300 will be reinstated. At this point the player will have the ability to withdraw his balance in full. 

2. The disputed game (100 Bit Dice by Relax Gaming) will be disabled for bonus gameplay, and will be included inside the excluded games list inside ‘Bonus Terms’ page. 

Best Regards,

Rollino Team

Dear Rollino casino representative, thank you for your understanding and quick and fair approach in this case.

Dear andandjonnyx, please write us when you receive the winnings and confirm that we can close this case.

I understand.

But now

"User is disabled because of a gambling addicion"

and I can't log in.

I don't think I use this casino enough to be considered a gambling addict.

If you are not going to let me log in, then please make a withdrawal at the casino to the virtual currency address I originally used.

Dear andandjonnyx,

We apologize for the inconvenience.

You can now log-in to your account. 

The original balance at the moment of account closure (1,364.15 EUR) was reinstated. 

Your account is also KYC verified and the account balance is fully withdrawable. 

Please retry logging-in and let us know if you had any issues. 

Kind Regards,

Rollino Team

The withdrawal was made successfully.

I sincerely appreciate the cooperation of both parties.

Dear andandjonnyx,

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,

Matej

Casino.Guru