Rollino Casino - Player’s withdrawal is consistently cancelled.

Ich habe alle benötigten Dokumente hochgeladen.

In meinem Profil steht, ist sei erfolgreich verifiziert, dennoch wenn Ich eine Auszahlungsanfrage stelle, wird diese Storniert und weiter Dokumente angefordert, die ich auch eingereicht habe.

Ich habe bedenken, dass das Casino mir meine Gewinne nicht auszahlen möchte.

Bitte um Hilfe

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

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

Ich habe alle meine Gewinne erhalten.

Vielen Dank und entschuldigen sie Bitte die Missverständnisse.

Die Beschwerde kann als Gelöst markiert werden.

Mit freundlichen Grüßen

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