The player from the United Kingdom deposited €50 and wagered a bonus while playing, reaching a total of €2000. However, upon checking the account later, the winnings were reduced to €250 due to the casino's interpretation of bonus terms. The player is frustrated and seeks clarification on the situation.
Rollino Casino - Player’s winnings have been confiscated.
Amount: €1,900
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 opened
Current status
Waiting for player to reply
5d 9h 51m 17s
Case summary
2 days ago
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1 week ago
I would avoid this casino at all costs.
I deposited €50 and got a similar bonus.
I played the African King game and got up to €2000, I then look at the bonus section and realise that I need to wager the bonus in order to clear the target wager requirements for it to no long be a bonus. I did this and still managed to get to €2000 and it went into my real bonus.
I checked my account today and the €2000 had gone down to €250, I contacted support and got a reply saying about that it does not count anymore as they would take away x5 winnings from my bonus before I was able to withdraw. How the hell does this makes sense a casino?? I literally won the money, I cleared the bonus wagering requirements and played with what I had left and still came away with €2k but now they decided to take it away from me and lower it to €250.
Can anyone shed light on this please?
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1 week ago
Dear nl2121,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please send me the exact link to the bonus you took? Alternatively, you may post a screenshot with the bonus offer along with its terms and conditions here.
I have checked the Bonus Terms of Rollino Casino, and this is what I found:
20.4. The maximum withdrawal amount from bonuses/freespins from the shop is x5 of the amount of the bonus provided.
I would like to emphasize that according to our Fair Gambling Codex, we consider the 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.
Best regards,
Veronika
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2 days ago
Dear nl2121,
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.
nl2121 has 5d 9h 51m 17s to reply
