The player from Sweden had claimed to have won a significant amount during a free spin bonus in a game at Rollino Casino. However, due to a poor internet connection, the game session had abruptly ended. When the player had logged back into the account, the win was not registered and didn't appear in the game history. We had contacted the casino and conducted a comprehensive investigation into the issue. Unfortunately, no evidence was found to support the player's claim of participating in the game in question. The casino had reported a technical malfunction on customer profiles due to a recent platform update. Consequently, this complaint had been rejected due to lack of supporting evidence.
Rollino Casino - Player's winnings have disappeared due to connection issues.
Amount: €26,440
Rollino Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hello... I was playing and my internet connection was poor while I was in the game and awarded free spins bonus... after the first click, I lose connection and the internet disconnects. When I manage to get everything sorted and log in again, I am not in free spins mode anymore, they just disappeared... I continue to play and look at my page where both promotions and similar things appear... my smallest win and my biggest win... the smallest win is 00.04 euro on Fruit Shop but my biggest win is 26,440 euro on that very game where the free spins just died after a poor connection... after the chat directed me to the history etc and not even taken the time to check this, they just swept it under the rug... there was also a banner about the biggest monthly win in the casino, which was exactly my amount that is not in my account... my personal highest win on my page and then it scrolled as the monthly win... I took screenshots of everything... after logging in later again, there were new data about smallest and biggest win from the last played game... there's nothing in the history about me playing this game since it was the first game I opened... Razor Revenge is the game... I won during the free game but whether it is a technical error or they are cheating me out of the win, I don't know... anyway, I have the evidence that I won... I really hope you can help me with this... the casino is called Rollino Casino. Best regards
Automatic translation:
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7 months ago
Dear Mattez878,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@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 understanding.
Best regards,
Veronika
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7 months ago
Translation
Hello.. have screenshots on my page where I have the win on my best win 26440 euros.. after I talk to the support, refer h
an to clear my cache.. the thing is that there is no his torik regarding the first deposit I made when I played these two games.. first razor revenge with my best win 26440 euros o my last win at the fruit shop of 00.04 euros.. after making my second deposit I notice this when I go into my pages.. then I reflect directly on the free spins environment that just disappeared.. they refer me to the game history.. completely blank.. so nothing about these 2 games at all.. it is so that the last games you played come as my best win o my last win all the time.. the 2nd deposit that I made came really well after the fact like that.. have screen shot the win and on the second game round even info.. then it's the next time log in then is everything at zero.. I'm sending everything I have.. they have done something or missed something wrong, I don't know.. if more is needed contact me.. mvh mattiasAutomatic translation:
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7 months ago
Dear Mattez878,
we got in touch with the casino representative and conducted a comprehensive investigation into your situation. Regrettably, after a thorough review, we have determined that we are unable to provide the assistance you were seeking.
Upon examining your gaming history, we found no evidence of your participation in the game Razor Returns. The casino has informed us that, at the end of the previous month, a technical malfunction occurred on customer profile pages due to a general platform update. As a result of this malfunction, an incorrect maximum win amount was displayed on some players' profiles.
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.
Best regards
Veronika
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