Rollino Casino - Player’s winnings confiscated due to alleged identity violations.

Amount: Can$4,500

Rollino Casino

Safety Index:Above average Submitted: 06 Apr 2024

Case opened Current status

Waiting for Casino Guru to reply

6d 20h 10m 11s

Case summary

3 hours ago

The player from Canada is having issues with the casino blocking their account and confiscating $4,500 in winnings due to alleged terms and conditions violation related to false identity information. They believe the confusion may be arising from their son, who plays on a separate account with its unique identification but could have used the same wifi network in the past.

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12 hours ago

Hello tronkong69,

We are glad to hear that you've successfully received the 1st and 2nd withdrawal requests.

As per Rollino's T&C's, Withdrawal requests are processed by the financial department within 24-48 hours, from Monday to Friday, 09:00-17:00 (GMT+1).

While we strive to provide lighting-fast payouts, there is a predefined time-frame of 24-48 hours that is essential for the completion of mandatory transaction checks. In this specific case, the process wasn't finalized before the weekend, and hence the delay.

In addition, please take into consideration that withdrawal requests involving the Interac E-Transfer payment method, can expire due to technical reasons derived from our payment providers.

Our financial department has communicated this matter to you along with further guidance.

Following that, you've initiated a new withdrawal request, dated 29/04/24.

This withdrawal request is set for immediate execution, and should be reflected in your account today.

We thank you for your understanding and cooperation in that regards.

You are welcome to update once the 3rd withdrawal is successfully received.

Kind Regards,

Rollino Team

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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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