The player from Germany had experienced a delay in the withdrawal process of his winnings from an online casino. Initially, the player had an outstanding withdrawal of €2500, with €1500 already having been transferred. The casino had confirmed that the pending withdrawals were processed within 48 hours and were awaiting a game provider check, as per their terms and conditions. The player later reported that an additional €3000 was ready for payment. The casino responded that out of the initial €2500 withdrawal, €2000 had been received by the player. After the player asked us to close the complaint, the complaint was closed accordingly.
Rollino Casino - Player's withdrawal is delayed.
Amount: €2,000
Rollino Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Withdrawal is stalling. No more responses. More than 49 hours waiting time. According to the terms and conditions, the maximum processing time is 48 hours.
Automatic translation:
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10 months ago
Dear markus8619,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Could you please explain if you received your withdrawal of 2000€ from the casino that was the subject of your previous complaint?
Thank you in advance for your reply.
Best regards,
Tomas
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10 months ago
Translation
1500 were transferred, now there is hesitation and a check is requested (for outstanding withdrawals of 2500). However, payment must be made according to the terms and conditions.
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10 months ago
Dear markus8619,
As clarified to you by our online support, your pending withdrawals in the amount of 2,500 EUR we're successfully processed within 48 hours, as per our terms and conditions.
Following the processing by our financial department, an additional game provider check was requested to be performed by our risk department. The game provider response is expected to be received on 15.01.24.
As per our T&C's, point 36:
- Prior to any withdrawal there is a detailed algorithmic and manual check on the activity and balance of the user to see if the amount withdrawn is a result of proper activity in the platform.
As well our T&C's state on point 9.2:
- is not responsible for non-compliance with the withdrawal terms for technical reasons beyond the control of the Casino.
We've followed-up with the financial department and can confirm that your withdrawals are set for immediate execution, once the game provider check is completed.
You shall receive an update from our financial department on Monday.
We appreciate your cooperation and wish you only positive experiences playing in Rollino.
Kind Regards,
Rollino Team
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10 months ago
Translation
I continue to wait for answers. 3000 euros are available for payment. Nothing has happened so far. I need more help here
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10 months ago
Dear Markus8619,
It shall be noted that out of the 5 pending withdrawals in the total sum of 2,500 EUR (your initial inquiry), you've received 2,000 EUR today. Another withdrawal request of 500 EUR which was scheduled for execution today, was cancelled from your side.
Apart from that, you've initiated new withdrawal requests in the total sum of 3,000 EUR, out of which 2,000 EUR where requested only one hour ago. These withdrawals are now under consideration by our financial department.
Once there's a timeframe for execution, please be rest assured that you'll be updated by our financial department.
Best Regards,
Rollino Team
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10 months ago
Dear Markus8619,
For our reference , it shall be noted that during the last hours, you've cancelled all of the pending withdrawal requests, in order to fund your gameplay.
This complain can be now marked as resolved.
Moving forward, we wish you only positive experiences playing in Rollino Casino.
Kind Regards,
Rollino Team
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10 months ago
Dear markus8619,
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 and Rollino Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
