Rollino Casino - Player’s dispute with stake requirement and withdrawal limit.

Hi, 

I hope you can help me. I'm in the UK but I deposited 500€ via bank deposit with Rollino Casino on 07/04/2024 as a new customer (all the currency I type here is in Euros) I didn't take any bonuses, and I verified my account.  I played games and won, bringing my balance to 1205€, then I found they would only allow 500€ maximum withdrawal - and it had to be in a choice of cryptocurrencies. 

So I requested a withdrawal of 500€ to my crypto wallet, but they cancelled the request. When I asked why in the customer support chat, they said I had to stake 5x my inital deposit before I could withdraw, and so far I had only staked 1962/2500€ .  So, I went back to a game and played a 10€ stake over well over 80 times before I lost count, and I got my balance back to 1223€. I then went back to the chat asking them to confirm the amount that I'd staked, and this time they told me I had only staked 1107/2500€ - even less than I'd been told previously and very obviously incorrect.

The second issue is that the max I can withdraw is 500€, not my entire balance of 1223€which I would like to do now and call it a day with Rollino because I don't think they're dealing with me fairly. Please can you help, because I'm finding this impossible to resolve directly with them. If you need any further information, please let me know. Many thanks.

Hello Cyndi32,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Is the wagering somewhere visible within your casino account? Would it be possible to forward your full betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Nick,

Thank you for looking into my complaint. My answers to your questions are as follows:

1) I fully verified with my UK passport and a bank statement on 07/04/2024, this was the same day that I registered with them.

2) l'll download the pages of my betting history and forward them to you as soon as I can. It may take me a couple of days to do this, since it's at least 50 pages long, likely more, and I can't see any way to do it all at once - not even on the desktop version of the page when I'm on my laptop.

3) The two conversations I had with their customer support chat relating to this were both yesterday, and I've not communicated with them since.

Many thanks.

Hello Cyndi32,

As you did contact them and forwarded the betting history only last week (so they had to check and process it), can you please advise if there's been any escalation of the case since your last post? If still not, we will try to intervene.

Regards,

Nick

Hi Nick,

Yes, please I would like if you would intervene. An account manager called Lio emailled me about my waiting balance in an attempt to encourage me to play some more, but I haven't responded to the email or played any further. other than that, I've heard nothing from them and the only communication is what I've already told you about.

I didn't escalate the issue because their customer support just repeat the same lines over and over, and I realised I wasn't going to get anywhere. Unfortunately they seem to be one of those casinos that makes withdrawing balances wildly difficult, so I didn't want to make the situation worse before I could figure out what to do to pursue my money, and also other concerns I have about them which are not as immediate.

So, to summarise my balance, play history and everything else remains the same as when I emailed it to you. I hope this helps and you will now contact them to resolve this. Thanks

With best regards.

Hi,

Sorry, I think I misunderstood you with the following.

"Hello Cyndi32,

As you did contact them and forwarded the betting history only last week (so they had to check and process it)... "

No, this is incorrect. My gaming history is available to me on my account and I didn't contact or speak to anyone to access it. I simply downloaded the pages as pdfs, as this seemed to be the only way I could do it. I can email you example screenshots of the the pages as they appear on my account if you like?

Hello Cyndi32,

I require your game history in a format other than multiple PDFs. I suggest requesting the complete game history directly from the casino. It is crucial to understand that analyzing several PDFs is impractical. It becomes extremely challenging to accurately count the game outcomes when dealing with multiple files. Instead of using a few simple clicks in Excel, the counting process becomes manual. As you can imagine, if we were to receive game histories from all our users in several PDFs form, it would consume significant time arranging the files in chronological order and manually calculating the wagering. Our primary goal is to mediate issues with online casinos, not spend excessive time organizing files. Thank you for your understanding.

Hi Nick,

That is how they make the gaming history available to players. No option to export it to a useful format, just multiple pages of gaming transactions.

I will ask the account manager for it in an excel doc, if they say no I can copy/paste the pages manually.

Thanks for your understanding.

Hi Nick,

I have an update - I don't think we need the gaming history any more because they're not saying the wager is an issue anymore. I made a new request for 500€, and this time they said they would process it on receipt of the following information (bearing in mind that I'm already verified, and they have my Bitcoin account reference to pay the funds):

"- A screenshot of your personal online bank profile which contains the following information:

• Bank account number / IBAN (international bank account number)

• Bank ID / BIC (bank identification code)

• Detailed address of beneficiary (postal code, street, city, country)

Please also repeat in written form your bank details (IBAN, BIC, detailed address of beneficiary). "

I will forward you the complete email. Now, the bank doesn't allow screenshots for security reasons, and there's no single account page with all the information they've asked for anyway. It's on separate pages. I've responded with a statement which shows all of the requested details. And I wrote it out for them as well like they asked.

It's a terrible customer experience; all I want is to know is how can withdraw the complete balance (not just 500€ of it), and can they PLEASE tell me all at once, not one thing after another?

Thanks.

Hi Nick,

I have another update. I've withdrawn 1000€ (in 2x 500€ transactions) into my bitcoin wallet, and I've requested the 223€ that's still remaining. It's not resolved completely yet but at least it's moving. Thank you for helping if you spoke to them. Please can this remain open for now? Thanks.

Hello Cyndi32,

Glad to hear that most of the withdrawals arrived. Please let us know once the remaining amount arrives.

Hi Nick,

I'm pleased to say it's finally complete, and I've withdrawn my balance in bitcoin. Maybe bitcoin's falling worked in my favour but that's ok, I can hold on until it recovers. At least my crypto wallet and trading platform doesn't play funny tricks with its customers, heh.

Please consider this resolved, and thanks once again.

Dear Cyndi32,

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,

Casino.Guru