Rollino Casino - Player's withdrawal limited and account is closed.

Good evening, I'm playing at this casino and I managed to complete the wager on my bonus, reaching a total of 10000. However, when I attempt to withdraw, they only allow me to take 5000, citing some rule that you can only withdraw 5x your bonus. I wasn't able to find this rule anywhere.

I made a deposit with Binance Pay, and when I contacted the casino again, they advised me to deposit through a method that allows withdrawal. I did so, withdrew 500€ and then, after a day, they closed my account. Their excuse was that I have multiple accounts. I should add that I play using VPN. Can you assist me, please?

Dear Knmanos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general bonus terms and this is what I found (here):

Bonus Terms

1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

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

Best regards,

Petronela

It is impossible for someone to have logged in with the same ip. I play from 2 pc and always with vpn. I can't think of anything I did wrong, I would like to know how this conclusion was reached for my profile. Thank you very much

Hi Knmanos,

• Would you kindly provide information on the amount of your deposit and the bonus awarded?

Thank you.

Of course, a deposit of €500 was made via biance pay and I got the 200% bonus (€1000)

Good morning, are there any developments with my issue?

Hi Knmanos,

If you were granted a bonus of 1,000 EUR, the maximum cashout available from this bonus would be 5 times the rewarded bonus, as I mentioned in my previous response.

• I apologize if I overlooked this information, but has your account been previously verified?

Thank you.

Yes, I had done identification

Thank you very much, Knmanos, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Knmanos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rollino Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Do you need anything else from me? Thanks.

Hello Peter, 

Please find the following information in relation to this complain: 

- The player has first registered an account on 15/12/23. This account was used to deposit 278 EUR, and used the 1st deposit welcome bonus. 

- The player has registered a second account under different personal details on 17/12/23. This account was used to deposit 520 EUR with a 1st deposit welcome bonus in the amount of 1000 EUR. Once the bonus wagering requirement has been completed, the account balance was adjusted to 5,000 EUR, which is the maximum cashout amount from this bonus, in accordance to the 5X maximum cashout rule (Point 1.3. on Bonus Terms).

- The player has registered a third account under different personal details on 04/01/24. This account was used to deposit 55 EUR with the 1st deposit welcome bonus.  

- The player has registered a fourth account under different personal details on 17/01/24. This account was used to deposit 200 EUR.

- It shall be noted that all the accounts were identified as duplicates, containing the same password, city and post code. 

- Additionally, the 2nd and 3rd accounts contain the same login IP address. 

As per Rollino's T&Cs:

2.6. By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates.

If we decide to delete a duplicate account:

- All bonuses, free spins and winnings that you received by using this account will be canceled;

- The Company has the right to confiscate deposits that were made with a duplicate account. Any of your accounts (both main and duplicate) can be used to withdraw deposits;

As per Rollino's Bonus Terms:

2. Only one bonus offer is allowed per person, family, address, email, IP address, phone number, current account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill and etc.), one electronic device (computer, mobile phone, tablet, etc.).

Following an in-depth inspection of the accounts' activity by our risk department, it was detected that this player has repeatedly abused the welcome bonus by creating multiple accounts.

Due to the aforementioned T&Cs violations, all mentioned accounts were permanently closed, with the deposits confiscated and bonus winnings cancelled. 

The player has received an email from our risk department informing about the T&C's violation. 

Should further information be required, please don't hesitate to let us know.

Kind Regards,

Rollino Team

Good evening, it is logical that there are other and other players from the same city, and the same tk, I inform you that I live in a small city of 100,000 inhabitants, Kalamata, Messinia in Greece. My account, which is in order, cannot have the same IP as any account in the same company. I would like some proof of this if such a thing is possible? Thank you very much

Hello Peter,

Kindly share your email address so we can forward the requested proof of the exact IP address being used to login into 2 different duplicate accounts.

Kind Regards,

Rollino Team

Thank you for the clarification Rollino Casino representative.

You can forward any evidence to my email peter.c@casino.guru. Thank you in advance!

Hello,

The requested evidence has been sent to your email peter.c@casino.guru

Kind Regards,

Rollino Team

Thank you for providing the evidence Rollino Casino representative.

Dear Knmanos, I have received extensive evidence of multiple accounts with multiple indicators, therefore, I believe the steps the casino has taken are justified. Subsequently, I will reject your complaint, thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter