Rollino Casino - Player's winnings were confiscated without active bonus.

Hi there so basically I played with a deposit bonus!! I finished all wagering so in the bonus terms 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. So my max was $1300 because I deposited $130 with 200% deposit bonus. So I had more then $1300 in my balance when I was done wagering so I understand that part that they could take all the extra money that was won while wagering bonus. But I kept playing after I was finished my wagering so I had no active bonus and I got lucky I won $1400 on a slot game I have the screenshot this money was won fair and square without no active bonus so I don’t understand why this casino voided all that money. They should still owe me $1400 like it doesn’t make any sense I have no active bonus so I can’t play more try to win more or lose my whole balance with the risk. Any other casino if you play with no active bonus obviously you can try to win more it’s the risk right or you can lose the whole balance it’s a gamble correct!!!! I don’t see anything in the bonus terms about after done wagering bonus u can’t win more!! The key word is WHILE wagering bonus the max cashout is 5x bonus amount i understand that. But I had no active bonus and took a risk to play more and win or lose . So this casino owes me $1400 don’t know why they voided this amount of money plz help me appreciate thank you!!!

Hello Shyne30,

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? Do I understand it correctly that you did not request a withdrawal after finishing the wagering? Was your balance in your real money or bonus balance window? Was your balance capped automatically after finishing the wagering? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi yes my account is verified since nov 22. No I did not request a withdrawal after finishing wagering. After finishing wagering my balance was at about $3000 in my real balnce. I have a screenshot so I understand they could void $1700 because those winnings were won during wagering active bonus. No my balance was not capped I kept playing after and won $1400 on a slot game also have a screenshot so total balnce was at $4000. Last time I spoke to casino was yesterday about my withdrawal of $1300 which I received yesterday. But they still owe me $1400 they did not do there calculations correct. So total balance was like $4000 so $4000- $1700 winnings won during active bonus =2,300 I should of been paid ..I received $1300 so at least around $1000 they owe me it’s only fair I don’t see anything in the terms about u can’t win more after finished wagering active bonus I don’t understand plz help thanks!!!

Dear Shyne30,

Please allow us to apologize for the inconvenience.

After a careful re-examination conducted by our financial department, we can confirm that due to a technical faulty, an excessive amount was credited to your account following the completion of wagering requirements.

The amount of 1,400 CAD was therefore mistakenly deducted from your account.

Please note that 1,400 CAD we're now re-credited to your account.

Those funds are fully-withdrawable.

You are welcome to update here once the withdrawal has been received and this dispute can be marked as resolved.

We would like to congratulate you on the winnings and wish you more positive experiences playing at Rollino Casino.

Best Regards,

Rollino Team

Hi there I appreciate everybodys cooperation I received my funds thanks again for the professional help. Good Day

Dear Shyne30,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru