Rollino Casino - Player's bets are not recognized by casino.

καλησπερα σας, παιζω επανηλλημενα στοιχηματα για να τζιραρω το μπονους και δεν τα προσμετρατε! Εχω τζιραρει παραπανω απο οσα χρειαζονται για να ολοκληρωθει ο τζιρος του μπονους και δεν μετρατε στο τζιραρισμα ουτε ενα στοιχημα! Σας παραθετω τους κωδικους στοιχηματων: 2344985859549434277 2344985859549433906 2344974006043676715 2344969618805895266 2344964890541822345 2344964890541822162 2346346161692094519 2346346161687900828.

Dear themthem,

Thank you for submitting your complaint. I'm sorry to hear about the issue you are facing. Before we proceed, could you please provide me with more details regarding the bonus you availed? Kindly send me the exact name or link of the bonus to help me better understand the situation.

Additionally, please note that not all games consider the full bet amount for the bonus playthrough. As mentioned in the Bonus Terms, certain games may have different contribution percentages towards the bonus playthrough.

Could you please advise what games you played? We at Casino Guru do not have access to the bet codes of your casino account.

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

Best regards

Veronika

Πήρα το μπόνους αθλητικού στοιχήματος 100% μέχρι 300 ευρώ. Τα στοιχήματα που έπαιζα πληρούν τις προϋποθέσεις.

Dear themthem,

Thanks for your feedback and apologizes for the inconvenience. 

After a close examination of your case, our financial department found that due to a technical faulty, the mentioned bet codes were not counted towards the wagering. 

Please note that your balance was recalculated. At the moment of calculation of the last bet of the above mentioned bets, you've had 403.49 EUR left on your balance. 

This balance is now available in your account and is fully-withdrawable. 

You are welcome to update here about receiving the balance in your account so this complaint can be marked as resolved. 

Moving forward, we wish you only positive experiences playing in Rollino. 

Kind Regards,

Rollino Team

Ναι τα ειδα τα χρηματα. Ηθελα ομως να σας ρωητησω ομως γιατι δεν κανατε δεκτο το εγγραφο που σας εστειλα ως proof of address. Λετε ξεκαθαρα πως δεχεστε bank statement και σας εστειλα ακριβως αυτο ομως το απορριψατε. Γιατι?

Dear Rollino Casino representative,

Thank you for getting in touch with us so promptly and resolving the player's problem. We appreciate your cooperation very much.

Dear themthem,

do I understand correctly that now you're undergoing the KYC verification but some of your documents have been rejected by the casino? Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Ναι τα εστειλα ολα. Ταυτοτητα και αποδεικτο κατοικιας ζητουσαν. Στο αποδεικτικο κατοικιας λενε πως κανουν αποδεκτα και τα bank statement. Εγω λοιπον εστειλα ενα bank statement που εβγαλα απο την wise και το απορριψανε.

Dear themthem,

Please note that you've passed the automatic verification today.

An email notification has been sent to your from our financial department in that regards.

You may now proceed to initiate a withdrawal request.

Please note that depending on the withdrawal method being used, additional documents may be requested in order to facilitate the payment.

You are welcome to update here about receiving your withdrawal, so this complaint can be marked as resolved. 

Wishing you a speedy withdrawal process, and more winnings in Rollino.

Kind Regards,

Rollino Team

Οχι δεν επιλυθηκε γιατι δεν με αφηνεται να κανω αναληψη. Προσπαθω να κανω αναληψη και μου γραφει: The requested amount is bigger than allowed for withdrawal. Το δοκιμασα ακομα και με 20 ευρω και μου λεει το ιδιο.

Dear themthem,

Thanks for letting us know.

Could you please retry again now and let us know if you managed to submit a withdrawal request ?

Kind Regards,

Rollino Team

Ναι με αφησε να κανω 20 ευρω. Παω να κανω αλλα 20 και μου λεει withdraw limits reached. 20 ευρω εινια τα ορια αναληψης??

Καταφερα τελικα και τα εκανα αναληψη, μια χαρα

Σας εστειλα και την καρτα που ζητησατε, περιμενω απαντηση.

Dear themthem,

Please note that our financial department requested a screenshot or bank account statement (not older then 3 months), where your personal address is visible. The screenshot you've provided shows only the address of the bank branch, not your personal address.

Please provide a screenshot or bank account statement (not older then 3 months), where your personal address is visible.

An email notification has been sent to you in that regards.

Kind Regards,

Rollino Team

Dear themthem, could you please confirm if you sent your bank statement with your address visible to the casino? Has your document been reviewed by the casino yet? Kindly keep us updated.

Το έχω στείλει ως αποδεικτικό κατοικίας. Όμως ευχαρίστως τους ξαναέστειλα.

Dear themthem,

We are glad to inform that your re-submitted proof of residence has been well accepted by our financial department, and that the withdrawal request is now fully verified. The withdrawal will be executed tomorrow (25.12.23).

You are welcome to update here about receiving your withdrawal, so this complaint can be marked as resolved. 

Wishing you a speedy withdrawal process, and more winnings in Rollino.

Kind Regards,

Rollino Team

Ευχαριστώ πολύ το παράπονο μπορεί να κλείσει τώρα.

Dear themthem,

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,

Veronika

Casino.Guru