A player from Germany, despite having a verified profile and submitting all requested documents, has their withdrawal requests cancelled repeatedly. The player is worried the casino is intentionally delaying his payout. The complaint was resolved as the player got paid out.
Rollino Casino - Player’s withdrawal is consistently cancelled.
Amount: €2,500
Rollino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
I have uploaded all the required documents.
Although my profile states that it has been successfully verified, whenever I make a withdrawal request, it gets cancelled and further documents are asked for, which I have also submitted.
I am concerned that the casino does not want to pay out my winnings.
Please help
Automatic translation:
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10 months ago
Hello janaipahlish,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Dear janaipahlish,
First of all we'd like to congratulate you on the winnings.
Please note that your first withdrawal request on 11/12/23 was cancelled due to incomplete wager.
Following that, you've managed to successfully complete your wagering requirements and submit another withdrawal request, that was approved for execution today (12/12/23).
It shall be noted that your account was successfully KYC verified today (12/12/23).
As stated in our T&Cs:
- All withdrawal requests are processed by the financial department within 24 hours after the successful identity and account verification, every days 9.00-18.00 (GMT+3).
Your first withdrawal request will be executed today and you'll receive an email notification from our financial department upon completion. You're also able to submit more withdrawal requests in the meanwhile.
Please rest assured that you'll receive your winnings in full.
You're welcome to update here once you've got your winnings, so we can mark this complaint as resolved.
Wishing you more winnings playing in Rollino.
Kind Regards,
Rollino Team
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10 months ago
Translation
I have received all my winnings.
Thank you very much and please excuse the misunderstandings.
The complaint can be marked as Resolved.
Best regards
Automatic translation:
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10 months ago
Dear janaipahlish,
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
