Rollino Casino - Player’s withdrawal is delayed due to verification issues.

I won some money playing, not with bonus money, and I've been waiting for days for the casino to pay me, but they haven't. They say they need documentation for verification, but they don't tell me what type of documentation is needed.

I've been communicating through this email with the documentation they need to send, but I'm not receiving anything in return. I also have the account verified and I don't know what the problem is, as they never pay with what I already played there.

Dear Thata2507,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you submitted to the casino since you requested the withdrawal?
• Could you please share with me the communication between you and casino support regarding the issue?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

If I have to send documentation but they do not send me an email saying what documentation they need and they do not contact me

I cancelled the withdrawal of 180 and played and won 249, when I cancelled the withdrawal I had a bonus of 0.06 cents so I was left with 180.06 and played I won 249 and while I was playing the casino took 220 euros from me, it says it was for the bonus l, but I didn't play with the bonus and with real money that was mine, the 180 that I had cancelled from the withdrawal and they scammed me and they don't answer my messages, they don't get in touch

This casino is the worst there is, it doesn't pay and it scams you out of the money you win.

They stole 229 euros from me. I started playing with a deposit of 189 euros and had 0.15 cents of bonus. What I won from 180 euros of my own money was 249 euros. They took 229 euros from me, leaving me with only 28 euros, saying it was a bonus, but I won't send you the game history so you can see how they are thieves. And to this day, they haven't answered me. They used my relative balance and transformed it into a bonus so they could take money from me

Dear Thata2507,

• When did you make the 189€ deposit?
• Was the verification issue resolved?
• Have you contacted live support regarding the conversion of your funds to bonus money? Have you received any response from the casino?
• Please forward any relevant communication from the casino to my email at tomas@casino.guru or post it here.

No, they will not return the money from my funds that they used as bonus funds and they did not return it to me.

Dear Thata2507,

for us to proceed further with your complaint, kindly share the communication between you and the casino.

Kindly include your attempts to resolve the issue with casino support in the form of screenshots, emails, or chat transcripts.

Also, if the casino justified its actions to you, please include this explanation too.

Please send the information to my email at tomas@casino.guru

Dear Thata2507,

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.

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.