Rollino Casino - Player's winnings were confiscated by the casino.

Hello, on January 2nd, I redeemed a 50 percent bonus and then proceeded to request a withdrawal of 500 euros once I met the wagering requirements! Subsequently, I won a large amount of money ending the day with an account balance of nearly 11000 euros! The next day I played a little more and before my vacation, I had a balance of 9500 euros! Today, on January 12th, I returned home and for the first time in 8 days, I checked my account only to find 322 euros left in my balance! During my vacation, I sent an email regarding the withdrawal, but received no response!!! Then, I tried reaching them via chat today, but there was no reply! Suddenly, there was an automated response stating they had sent an email, which I had not received! They then copied this allegedly sent email into the chat, stating that the bonus could only be cashed out 5 times, implying 210 euros, as it was a 42 euros bonus! However, the bonus was already wagered when I started winning! I read from other users who had the same issue 💯this is absolute fraud! I wagered those 322 euros away today, so what about my 9500 euros along with the 500 euro withdrawal that were cancelled, that's a total of 10000 euros minus 322, hence I am owed 9678 euros

Attached is a photo showing my winnings already at 7000 euros, free of any bonus balance

Dear bt1984,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Rollino Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please provide me with the precise amount you won using your 50% bonus? After completing your wagering and requesting a withdrawal of €500, what was the remaining balance in your account? Just to confirm, did you continue playing with the leftover balance from your bonus play? Also, have you ever had your winnings capped at €210?

Could you please confirm that your current casino balance is zero?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The exact amount when I flew on vacation on January 3rd was 9500 euros, plus the 500 euros that I wanted to pay out! I also sent a photo of the payout, but unfortunately I didn't take a photo of the 9,500 euros! Then I flew to America, from there there was no access to the site and came back yesterday on January 12th and saw 322.50 euros still in my account! When I asked in the chat, I was told that I had received an email, which I never received and the contents of which were then communicated to me in the chat! It said that you would get the bonus paid out times 5, which in my case was 42 euros times 5 (210 euros)! The rest of all winnings would be completely deleted according to the bonus rules, then I wonder how 322.50 euros come together?! I then gambled this away, yes! That's why I come up with the amount that I would like to have back! As you can see from the photo sent to me, when I had 7000 euros, it was real money and the bonus took a long time to implement! I saw other players in a forum who then got their money back! That was hard and fair money won and I want to have it back and pay it out!!!

I didn't have a winnings cap of 210 euros, no!

What was also very strange, on January 3rd at six in the morning I had a balance of almost 7000 euros, see picture below! If I then look further in the history, it suddenly continues at 00:57! My winnings of 4116 euros at Big Bass Bonanza and my last time playing shortly before 10 a.m. (after which I got on the plane) are no longer listed! Instead, playing twice on 4.1 and 5.1, which I wasn't able to do because I didn't have access in America! Photos all below

@Jaro: you said everything correctly! Has something already happened in my case?

If I understand this correctly: your entire balance after bonus play was €10.000. You requested a withdrawal of €500 and then continued playing with €9500. If that is right, in that case, you were not playing with real money but with the "virtual" money won from the bonus that would have been voided after processing your withdrawal request.

Moreover, since you gambled away the winnings that were capped after the bonus play, I am afraid that there is nothing we can do to assist you.

Please let me know if there is anything else I can help you with, otherwise, this complaint will be closed.

No, I completely misunderstood it ☹️I had implemented the bonus and wanted to pay out 500 euros! Then I continued winning and had 9500 euros in my account! Then I was on vacation for a week and the money was gone

When you finished wagering your bonus, you had €587.47 in your account. However, please keep in mind that these winnings should have been capped to the maximum allowed win in accordance with the bonus terms. When you requested €500 to be paid out, the remaining €87.47 was the money that would have not been in your account, if the winnings had been capped immediately by the casino.

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.