Rollino Casino - Player's account was blocked due to allegations of fraudulent activities.

I got no deposit bonus, completed their wagering requirements

And when it came to verification, all documents was accepted but then they closed my account and said that I commited fraudulent activities related to verification

Dear maxw2191,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Could you please list which documents you have already provided to the casino?

Could you please send me the email you received from the casino? My email is tomas@casino.guru

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,

Tomas

Upon reviewing the documents you provided during the verification process, our system detected evident indications that you've used forged documents: 

- ID document contained edited document data as well as evident use of image editors.

- Proof of Address document contained evident use of image editors. 

Such activities are in direct violation of our Terms & Conditions - see annex 14.8.:

"14.8. reserves the right, at its own discretion, to void any winnings, to forfeit any balance (winnings and deposits) in your account, to cancel any bet, to terminate the Agreement and to suspend for Account Holder the usage of Services or deactivate his/her account if:

- we have a reasonable ground to suspect that the Account Holder used forged documents (photos, scanned documents, screenshots etc.) during the verification process or in any another moment the Agreement is active;"

As a result, and in order to maintain the security of our platform for all players, your account has been closed. 

If you have any further questions or concerns, please let us know. 

Hi Tomas, thanks for your response.

I will send you my documents and the email I received from Rollino.

Hi Tomas,

I sent everything on your email

Did you receive it?

Thanks for your message maxw2191,

Unfortunately after reviewing your documents, we came to the conclusion your documents don't appear to be genuine. Therefore we understand the casino's decision to enforce their terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.