The player from Germany had deposited 20 euros and received a 200% bonus, which she successfully played through as required. However, 500 euros were deducted from her account under the pretense that it was a bonus, and her payout of 500 euros was canceled and withheld for the same reason. She sought assistance in recovering her winnings. The issue remained unresolved as she did not respond to further inquiries from us, which led to the rejection of the complaint.
Rollino Casino - Player's withdrawal has been confiscated.
Amount: €1,200
Rollino Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
Public
Public
2 months ago
Translation
Hello,
I deposited 20 euros and received a 200% bonus. I had to convert that 40 times, and then I played and luckily managed to play my bonus 40 times over. I had a total of 1,200 euros played. However, 500 euros were deducted from my account because they claimed it was the bonus they needed to deduct, even though I played it out. I also requested a payout of 500 euros, but that amount was canceled and withheld because they said it was a bonus. I find this absolutely outrageous and urgently need your help to retrieve my money. As I see here, I am not the only one affected. I hope the casino's license will be revoked. Sincerely, Mrs. Faust
Automatic translation:
Public
Public
2 months ago
Hello ludimaus85,
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?
- Can you please send the link of the exact bonus used?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Translation
Good evening
1.Yes, my account has been verified since October 2, 2024.
2. Unfortunately I don't have a link to it... it was a welcome bonus of 200% and 100 free spins.
3. The last contact took place on October 4, 2024.
LG Mrs. F*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Hello ludimaus85,
Would it be possible to forward your deposit, bonus and betting history along with the communication between you and the casino to nikolas.b@casino.guru for further review?
Looking forward to your response.
Regards,
Nick
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Public
2 months ago
Dear ludimaus85,
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.
Public
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1 month 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.
Public
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1 month ago
We’ve reopened this complaint at the request of ludimaus85. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear ludimaus85,
As you claimed that you have too many e-mails, please forward only the most relevant ones.
Regards,
Nick
