The player from Germany had reported a problem after a game error which resulted in him losing his winnings of 149 Euros earned from free spins. Despite the delay, he had not received the funds. We had requested additional information from the player to investigate the matter further. However, due to the lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint.
Rollino Casino - Player's winnings disappeared after game error.
Amount: €149
Rollino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Dear Sir/Madam,
Yesterday, I made my first deposit on your site and claimed my welcome bonus, everything worked perfectly. I then won 149 Euros during the free spins on the game Razor Shark. However, when the free spins ended, the reels spun out of control, and an error message appeared. My money disappeared, and I still have not received it, despite waiting since yesterday.
Automatic translation:
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9 months ago
Dear sametgurel187,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
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9 months ago
Dear sametgurel187,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
