Rollino Casino - Player’s winnings have been confiscated.

They sent me a email today that they found signs of me using a strategy to play through their bonus and deleted all of my balance of 3600€. What the....???? I simply used their bonus with my latest deposit and over the last week I wagered it completely through. I played completely normal..... The only thing I did was when I won big my balance was 6500€ but according to their T&C max allowed cashout with the bonus was 5000€ so I reduced the betting size like anyone would do. I still risked way too much as I ended with 3600€ but that doesn't matter now anyways as they deleted all of it.... I can't believe it it's ridiculous! Accusing me of using some kind of strategy when I am just playing. I send you a Screenshot of their email. They say their decision is final and will not be changed. Please help again CasinoGuru😅

Hello luggef3,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rollino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What kind of bonus did you use?
• Did the casino specify what strategy were you using?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

My account is fully verified since September 2. I have made multiple deposits and successful withdrawal s since then.

It was a match bonus where I deposited and received a bonus of about 1000€ but hat to wager it to cash out. Max win was stated at 5x bonus amount.

No, they are not going into detail. I can only assume that it has to do with me changing bet size. But that was no strategy and just logical.

Hello luggef3,

Would it be possible to forward your full betting history from the dates the bonus was active?

Please forward it to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Hello Nick,

I currently don't have access to my account anymore so you have to ask the Casino for this.

Hello luggef3 and thank you for the information provided. As we need further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello luggef3,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Rollino Casino to join the conversation.

Dear Rollino Casino,

Please forward the evidence related to the reported rule violations mentioned in the email sent to the player to my email address: michal.k@casino.guru

Hello,

We have sent the requested information, including all relevant facts and evidence, to your support email.

Please confirm receipt at your earliest convenience.

Best regards,

Rollino Casino Support Team

Dear Rollino Casino,

Thank you for your email. I have responded back with some additional questions.

Hello,

We have responded to your email.

Please confirm receipt at your earliest convenience.

Best regards,

Rollino Casino Support Team

Dear Rollino Casino,  

I appreciate your email. I have provided a possible course of action in my response and look forward to your feedback.

Hello,

We have responded to your email.

Please confirm receipt at your earliest convenience.

Thank you,

Rollino Casino Support Team

Hello luggef3,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Rollino Casino Support Team,

Thank you for your cooperation, however, your decision actions do not align with the fair gambling expectations we await from casinos.

Dear luggef3,

I engaged in a comprehensive discussion with the casino representative regarding your situation. While I understand their perspective that your gameplay shows signs of their definition of bonus abuse as mentioned in their terms and conditions rules and as was communicated to you via email.

We however need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behaviour is quite reasonable, as even avid gamblers tend to become more cautious after winning, fearing potential losses.

It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay. As we mentioned in Our Position on Banning Betting Patterns | Casino Guru

Although I was trying to explain our position and find a suitable solution with the casino representative, sadly, they maintained their initial decision to confiscate all the funds and close your account. We had to close this complaint as unresolved, which will have a negative effect on the casino rating.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru