The player from Germany had deposited €50 and received a €25 bonus, which he had successfully wagered and increased his balance to €2600. He then attempted to withdraw €1000, but was informed of a maximum withdrawal limit of €125, as per the casino's bonus terms. This resulted in the casino deducting €875 from his account. The player compared his case to a similar one where the casino had agreed to pay out the full amount after intervention. However, after reviewing the case, we found that the casino had acted within its Terms and Conditions, as the player's winnings were capped only once, not multiple times. Therefore, the complaint was rejected.
Rollino Casino - Player's winnings have been confiscated.
Amount: €1,000
Rollino Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 days ago
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1 week ago
Translation
Last Friday, I deposited €50 with a 50% bonus (€25). I was able to successfully wager, totaling around €2600, which was a lot considering it was only a €25 bonus. I then wanted to withdraw €1000 and received an email from them. They said that I could only withdraw a maximum of €125 because you're only allowed to withdraw five times the value of the BONUS. The bonus was €25. I've read through all the terms and conditions and found nothing about this. The casino then deleted €875 directly out of the €1000. Please help me.
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1 week ago
Dear Marco2209,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the general Bonus Terms of Rollino Casino and this is what I found:
1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Veronika
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1 week ago
Translation
Hello, there was a similar case. I just found out about it on Gamblejoe, this player also contacted you (Guru). Guru wrote the following email to Rollino Casino:
Dear Rollino Casino Representative,
We do not agree with the practice of capping bonuses multiple times, especially when the bonus in question is a deposit bonus .
We believe that the bonus ends when the wagering requirements are met. After this requirement is met and winnings are capped according to the Terms and Conditions, we see no reason not to consider further play as real money play.
We would like to ask you to reconsider your position and, once the player is verified, proceed with the full withdrawal of further winnings.
I am waiting for your reply.
SUCCESS, the casino apologized and paid out the amount.
I ask you to send the casino a message because the player was successful last time.
Best regards
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1 week ago
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This is what Casino Rollino replied:
Although we have not identified any violations in the processing of the player's cash and bonus funds, we respect your decision and have duly acknowledged it.
As a kind gesture, we would like to resubmit the second withdrawal request of 500 EUR that was cancelled for the player.
Nix1, please confirm that you are happy with the deposit of 500 EUR as withdrawable funds into your account and this complaint can be marked as resolved.
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1 week ago
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It was exactly the same for the player, a total of €906.41 was deducted from €1000 with the following reason:
1.3 Bonus conditions.
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1 week ago
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Veronika, the description above is incorrect. I wagered a €2600 bonus, which means I deposited €50 and received a €25 bonus. I then had to wager a total of €2600 in order to be able to withdraw. I didn't have €2600, but €1500 and wanted to withdraw €1000❗️
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1 week ago
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❗️This is a real money game because I successfully wagered the bonus within a few hours and then continued playing for another 1-2 days (with real money) to finally withdraw 1000€.
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1 week ago
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SO TO SUMMARIZE AGAIN:
Last Friday I deposited €50 with a 50% bonus (€25). I had to wager a total of €2600 bonus to play with real money. I managed to wager the bonus and play with real money within 2-3 hours, and then managed to win over €1000 within 1-2 days. That means the bonus had already been completed and wagered there 1-2 hours ago, so I was playing with real money. I then wanted to withdraw €1000 and received an email from them saying that I could only withdraw a maximum of €125 because you can only withdraw 5 times the BONUS, even though the bonus had already been wagered after 1-2 hours and I had been playing with real money for 1-2 days. The casino then immediately deleted €875 of the €1000.
I just found out on Gamblejoe that the exact same thing happened to a player and Guru helped him, the casino apologized and the money was paid out.
Please help me
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6 days ago
I understand the temptation to compare your case with others, but it's important to consider that even slight differences in user experience can significantly impact the investigation and the outcome of the complaint. The case you're referring to involved a player whose winnings were capped twice, as opposed to just once.
Could you please specify if your balance was reduced to the maximum possible winnings immediately after completing the wagering requirements for your play with a bonus? Or were your winnings capped only after you requested withdrawal?
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6 days ago
Translation
This winnings were only capped after I cashed out.
The bonus had already been used for several days and only when I made the withdrawal did I receive an email saying that over €900 had been deleted from my account.
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3 days ago
Since your winnings were capped only once, it was in accordance with the casino's Terms and Conditions. When using a bonus, always review the associated rules and restrictions to avoid similar disappointments in the future.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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