Rollino Casino - Player’s withdrawals cancelled and winnings confiscated.

I made 4 withdrawal requests The first for $250, I had about $350 in my account and decided to request a withdrawal of $250 and keep $100 in the account so I could keep playing. 

Shortly afterwards with the $100 I had in the my account I won $2100 on Mochimon and then $1500 on Fire Strike 2, I cancelled the original $250 withdrawal request, because your only allowed to have 3 withdrawal requests at a time and a maximum of $1300 each. So after cancelling the $250, i made 3 different withdrawal requests for $1300 each. 

I completed the KYC authentication after I made the withdrawal requests. I waited 2 days and hadn't heard anything from the casino, so I messaged there online chat, where I was told not to worry the withdrawal request will be processed shortly. I checked back later that day to find that all 3 of my requests had been cancelled, when i spoke with the online chat they said I must have cancelled them by accident, I told then I didn't any withdrawal request, let alone cancel 3 of them. They have to be cancelled 1 by 1, I couldn't do that by accident. They then told me to email kyc@rollino.co. I emailed them right afterwards. 

I received a reply the next day asking for all my KYC information again, I told them I had already completed it through there website and then sent them a screenshot of the proof of completion. Regardless I sent them what they asked for, hoping to speed up the process. Then they emailed me back saying that they had deducted $3750 if the $3900 from my account due to it being won using free spins. This is a lie, my winnings were not won on free spins, and my winnings were won long after all of the wagering requirements were met. 

Dear johnanthonypack,

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation resolving this issue, but, before we do so, could you please forward a screenshot of your bonus history to petronela.k@casino.guru? Have you activated any promotional offer when placing your last deposit, please? 

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

Player's additional comments:

This is John P***, I am sending all relevant information in regards to my complaint. However the site does not give me an option to view my bonus history, so i've attached my complete play history from that day, which also doesnt seem to be complete, it says there should be 750 spins I can view but when i get to 550 it wont let me view anymore, i click the button and nothing happens. Ive contacted support 3 times regarding this, and asked them to send me the history, but they claim they don't have access to it. Also you will see my first spin i start off with $30.00 real money and $11.79 bonus, that was my first spin after i used my free spins. 

The timeline seems to jump around for some reason, but thats how they have it on the site. Customer service told me that some providers keep the history separate(habanero) so i've attached those files separately. As well as my 2 biggest wins(pragmatic) I cant see them on my history list from the casino, but in the slot game itself i can view my biggest wins, so i've taken screenshots of those.

It clearly shows in the history when I complete all the wagering requirements, the bonus balance goes to $0 and my real balance goes into the positive. Im sure this is all a bit confusing, but feel free to ask me any questions, whatever you need just let me know.

Thank you for your time and help, John

Thank you, johnanthonypack, for a quick reply.  Could you please advise if you deposited real money to activate your initial bonus or if a free promotional offer was redeemed right at the beginning?

Thank you for your help, I deposited via Interac , heres a screenshot of all my transactions

. And I noticed that on the website when i view my play history, the time is in UTC. But when i go to a Pragmatic slot and view my history, its in my time(MST). So it says I started playing with the free spins at !0:30 am UTC/430 am MST, and I made the first withdrawal request for $1300 at 730pm UTC/130pm MST. And im pretty sure i played pretty much non stop for those 9 hours, so the wagering requirements should have been completed long before I made the withdrawal request. I just though I would point that out.

I apologize, but both images appear too unclear to be discerned. Additionally, I'm still unclear about whether you made an initial deposit at the commencement of your gaming session or if you only made a deposit later on for the purpose of verifying your payment method.

Player's additional comments:

Hello,

I apologize but you can go ahead and close this file. I read through the casinos small print/terms and conditions again and I see how they are covered. They put a max amount that you're allowed to withdraw, if those winnings are won from the winnings from the free spins, and that is 5x whatever the deposit was, in this case $30 deposit x 5 = $150.

Once again, I am sorry for the inconvenience, I do appreciate casino.guru being there for the players, I'll be sure to have a complete understanding of the T&Cs from here on out, and hopefully this was the last time I will have needed to contact casino.guru for a dispute resolution. Thank you again,

John P

I wish I could be of more help. I’m very sorry we couldn’t assist you in resolving this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will now close this complaint. Thank you for your understanding and email.