The player from Germany faced multiple issues with the casino, including a €500 maximum withdrawal limit, lack of response from the support and finance departments for 48 hours, and no resolution despite successful verification. He only used real money and followed all the rules. The player updated that the amount in dispute was now €2000 and expressed frustration with the casino's practices. Despite initial communication from the casino requesting bank details, the player decided to abandon the complaint, citing the casino's poor customer service and restrictive withdrawal limits. Due to the player's lack of response, we were unable to proceed with further investigation and had to reject the complaint.
Rollino Casino - Player’s withdrawals are limited and delayed.
Amount: €2,000
Rollino Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.9
Rollino Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello, dear Casino Guru Team,
I have several issues to bring up here.
- The casino doesn't allow me to withdraw more than €500, even if I wait 24 hours as indicated on the site. It keeps saying maximum withdrawal reached.
- It has been 48 hours and no one has contacted me, neither support nor finance departments.
- Despite successful verification, I am being completely ignored and nothing is progressing.
- I played without bonuses or free spins, only real money.
- I have only one account on this website and I follow all the rules, so no new problems should arise.
Until now, I had good experiences with the casino, except for the €500 maximum withdrawal, which I find very limiting, and the fact that no one ever gets back to you.
I kindly ask for your assistance.
Automatic translation:
Public
Public
5 months ago
Dear dukanovicmarko02,
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.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
5 months ago
Translation
All right, it's a shame that it takes so long, but you just have to be patient.
I just wanted to point out that the amount in dispute is no longer €1200 but €2000. Please update.
Thank you very much for the quick reply and I will get back to you after some time.
Have a nice day.
Edited
Automatic translation:
Public
Public
5 months ago
Translation
Hey, after 6 days there was still no answer from support, the amount in dispute is 2000€ but I'm not touching it anymore. Because in my opinion the casino is a big scam. I hope I'm wrong
Edited
Automatic translation:
Public
Public
5 months ago
Translation
Short update, I received feedback for the first time today, I should now send details of my bank account in writing and via screenshot and "then the payment should be processed quickly". I'll keep you updated.
Automatic translation:
Public
Public
5 months ago
Translation
The case can be closed, the casino is the ultimate scam in my opinion. They deliberately make players wait so long and keep them waiting as long as possible so that they lose everything. That's why the maximum payout is €500, and for anyone who wants to do that, it's not possible. You get no answers from support, none of the departments respond and live chat is no help. The maximum payout is €500, which is pathetic. If you have €3000 in your balance and have to pay it out over 3 months, you can only withdraw €500 every 2 weeks. It's really embarrassing.
Automatic translation:
Public
Public
5 months ago
Hi dukanovicmarko02,
Could you please advise what happened that you do not want to continue with this case? How much is your active balance now?
Thank you.
Public
Public
5 months ago
Dear dukanovicmarko02,
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.
Public
Public
5 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
