The player from Greece had a balance of 313 euros, and when he cancelled a bonus, all funds were removed, not just the bonus amount. Eventually, the casino had agreed to credit back the cancelled bonus to the user's account as a compromise. The user had confirmed that he successfully reactivated the bonus and considered the issue resolved.
Rollino Casino - Player's winnings confiscated after bonus cancellation.
Amount: €306
Rollino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I had a balance of 313 euros in my account, 306 euros of which were gains from betting with real money (since I staked 300 to gain 306, and the maximum betting amount permitted by the bonus is 50 euros). It's therefore clear that this money was in my real balance and not in the bonus. I wanted to withdraw these funds and thus, I cancelled the bonus, but then all my funds were taken away. Other than the 7 euros which were my bonus, they also took the 306 euros which were real. I asked them why this happened and they said that the real money becomes bonus money once you play with it. In other words, the bonus is sticky. However, nowhere in their terms is this stated. I would appreciate it if you could assist me in this matter, thank you very much.
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11 months ago
Dear themthem,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, in many casinos when you activate a deposit/match bonus, both deposit and bonus values are considered as bonus balance, and all bonus conditions are applied to the whole balance. This isn't anything unusual. I checked the Bonus Terms and I found this:
"8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal."
Based on your description it seems that your balance was considered bonus money and by canceling the bonus, your balance was deducted as per this term. Could you please clarify what led you to believe that you played with real money? Which bonus did you activate? If possible, please post a promotional link or bonus code you used to activate the bonus.
Thank you very much in advance for your reply.
Best regards,
Kristina
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11 months ago
Translation
I used the sports bonus 100% up to 300 euros. And I agree with the condition you attached but not only his bonus money and latagoas were cancelled. What makes me believe that I played with real money is that the bet that gave me that money (the 306) was a bet that I had played for 300 euros, the maximum bet for bonus money is 50 euros. So obviously the 300 bet is in real money, as the winnings from it are supposed to be as it is not stated otherwise in the terms. The live chat also confirmed that the bet that gave me the 306 was played with real money, they just claim that every bet played with real money the winnings are converted into a bonus.
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11 months ago
Dear themthem,
As Kristina described, when opting-in for bonus offerings, deposited funds and bonus amounts are merged into a single bonus balance. This is also evident in our bonus T&C's, which clearly state:
8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal.
9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.
The 306 EUR win from the bet you've mentioned took place while you were still wagering the bonus. Following that win, your bonus balance was 313.54 EUR . This funds were essentially the derivatives of the bonus received , and therefore had to be removed upon your bonus cancellation , in accordance with our bonus T&Cs.
The live-chat support has explained to you that the 300 EUR bet was first deducted from your deposit amount, while the 306 EUR win derived from this bet was credited to your bonus balance , in accordance with point 9. in our bonus T&C's.
We hope this replies your question.
Moving forward, we wish you only positive experiences playing in Rollino Casino.
Kind Regards,
Rollino Team
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11 months ago
Translation
The condition 9. You attached states that normal money must be used first, exactly as it was done. It does not mention that real money will become a bonus. The deposit money was used, then the bonus money and then finally the credit was made from the deposit money. You don't say anywhere that the profits of the withdrawn funds are transferred to bonuses. Bonus earnings are winnings from bets played with bonus money, not deposit money. In condition 8. It is written that the player can request a withdrawal before the bonus has finished rolling, but the bonus and its derivatives will be carried over. And I ask you if the deposit money is converted into a bonus then in what money can it be withdrawn?
Edited
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11 months ago
Dear themthem,
Replying to your question, the funds that can be withdrawn are essentially deposited funds that we're not used in correspondence with the bonus wagering. In your case you've made multiple bets that used both the deposit funds and the bonus funds.
You've used the Welcome Bonus Sports. It shall be noted that in this Bonus T&C's it is mentioned that:
9. Withdrawals requested before the wagering requirements have been met, shall result in cancellation of the promotion and any corresponding winnings shall be forfeited.
We hope this replies your question.
Best Regards,
Rollino Team
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11 months ago
Translation
First of all you mentioned term 9 twice. In both cases you wrote different things. Second, you are wrong because I have not placed many bets that used deposit funds I have used the deposit funds for a bet which won therefore the winnings from this bet are expected to be withdrawals. Canceling the promotion withholding the winnings is implied as it is in the bonus winnings as my deposit is not part of the winnings of the promotion so you cannot keep them.
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11 months ago
Dear themthem,
We've mentioned point 9 twice, because there are two separate terms that are numbered as point 9, and are related to your case.
One is in the Bonus T&C's -
9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.
And the second is in the Welcome Bonus Sports T&C's -
9. Withdrawals requested before the wagering requirements have been met, shall result in cancellation of the promotion and any corresponding winnings shall be forfeited.
As described prior, when opting-in for bonus offerings, deposited funds and bonus amounts are merged into a single bonus balance. In your case you've used the Welcome Bonus Sports, and made multiple bets that used both the deposit funds and the bonus funds. Following your last win, your bonus balance was 313.54 EUR . This funds were essentially the derivatives of the bonus received , and therefore had to be removed upon your bonus cancellation , in accordance with our bonus T&Cs.
Point 9 in the Welcome Bonus Sports clearly states that any corresponding winnings shall be forfeited upon requesting withdrawals prior to the completion of wagering requirements.
We hope this clarifies your query.
Best Regards,
Rollino Team
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11 months ago
Translation
No, it doesn't clearly state that, because it doesn't state anywhere that the amounts are merged. I would accept to end the matter and not to take it further by making a big compromise on my part and I would accept that you credit me back the canceled bonus.
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11 months ago
Dear themthem,
Please note that your suggested resolution to credit back the canceled bonus was accepted,
You will receive an email notification once the bonus has been credited to your account.
You are welcome to update here once the bonus was credited.
Best Regards,
Rollino Team
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11 months ago
Dear themthem,
We would like to inform you that your sports bonus has been returned to your account with the values at the time of cancellation. To activate the bonus, please go to the Bonuses section and click the activation button.
Wishing you all the best.
Kind Regards,
Rollino Team
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11 months ago
Hello everyone,
Thank you Rollino Team for making this compromise and we really appreciate you took your time to help themthem.
Dear themthem,
Could you please confirm that you managed to reactivate the bonus? Can we now consider this complaint resolved?
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11 months ago
Translation
Yes, I managed to activate it successfully. The issue has been resolved.
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11 months ago
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,
Kristina
Casino.Guru
