HomeComplaintsRollino Casino - Player's winnings were only partially paid out.

Rollino Casino - Player's winnings were only partially paid out.

Amount: 16,944 zł

Rollino Casino
Safety Index:Above average
Submitted: 23 Apr 2024 | Case closed : 09 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from Poland had participated in a promotion at a casino, won almost PLN 20,000, but only received PLN 650. We had reviewed the Bonus Terms and Conditions and found a clause that limited the maximum cashout amount to 5 times the bonus granted. Despite extending the response time, the player had failed to respond, leaving us unable to further investigate. Consequently, the complaint was rejected due to the player's non-responsiveness and the casino's adherence to their stated terms.

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7 months ago

The Casino had a 100% +40fs promotion. I made a deposit of PLN 130. While playing, I managed to win almost PLN 20,000, but the casino only paid me PLN 650. Attached is the email I received from the casino. I would like to ask if this is a legal casino activity?

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7 months ago

Dear CIENTORBY,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

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.


Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

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6 months ago

Dear CIENTORBY,

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.

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6 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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