Rollino Casino - Player struggles to self-exclude.

Hello, for around two days now I've been trying to close my account as I've realized I have a gambling problem (ludomania). No one has responded to me and my account remains open.

Dear Alano83,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Rollino Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@rollino.co (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hi, thanks for the quick response: in the chat they told me that the account cannot be closed as there is money on it. to close it I have to wait for it to be taken or everything will be lost! I sent an email as suggested by you and I sent a cc as indicated. I hope you can help me as I am suffering a lot knowing that I have money in the account and I would like to play it

Dear Alano83,

We'd like to congratulate you on your winnings and assure that your current balance of 3582.9 EUR (3,082.9 EUR on your balance and 500 EUR pending withdrawal from 09.03.24) will be received in full.

As in regards to your concerns, please understand that the account is required to stay opened for the duration of KYC verification and until the full completion of any pending withdrawals.

As a precautionary measure, we've now set a bet limit on your account, so no additional casino/sport bets can be placed.

You are welcome to inform here upon receiving your withdrawals so this case can be marked as resolved.

Best Regards,

Rollino Team

Thank you very much for the quick response: how can I tell you how to make the withdrawal? Furthermore, the account appears to have been verified 5 days ago

Dear Alano83,

You will be able to initiate withdrawal requests from within your account.

The automatic verification of your account was successfully completed.

In case of any additional information being required in order to process the withdrawal, please expect an email from our financial department at: kyc@rollino.co

Please note that you'll receive an email notification from our financial department upon the completion of your current withdrawal request.

Kind Regards,

Rollino Team

Can I ask since you are super quick with responses here, what are the withdrawal times? and if possible increase the limit by the same because it only allows me to withdraw 500e and then nothing else

Dear Alano83,

You can find more information about withdrawals in our T&C's.

Best Regards,

Rollino Team

If I understand correctly I can withdraw 500e per day right? and there can also be multiple pending withdrawals up to 3500e right?

Dear Alano83,

We are pleased to inform that your first withdrawal request from 09.03.24 was successfully completed today.

You've also received an email notification from our financial department in that regards.

Regarding your last question, please get in-touch with our live chat-support and they'll be happy to clarify with you the T&Cs of the site.

You are welcome to update here upon receiving your balance, so this complain can be marked as resolved.

Best Regards,

Rollino Team

Hi, I just checked and the aforementioned withdrawal is still pending.

Dear Alano83,

We kindly ask you to recheck again.

Your first withdrawal request was completed yesterday, and you've received and email notification in that regards. You've also issued a second withdrawal request that is now being processed.

You are welcome to update here upon receiving your balance, so this complain can be marked as resolved.

Best Regards,

Rollino Team

Hi Rollino Casino Team,

• Could you please confirm whether the player's game activity has been blocked or restricted since they requested self-exclusion on March 10th due to a gambling problem?

Thank you.

Dear Petronela,

As requested, we confirm that the player was successfully blocked/restricted from making additional gaming/betting activity on March 10th. You may also refer to our first comment on this complaint (posted on 10/03/24) where it was already stated.

The player is currently in the process of withdrawing his leftover balance in accordance to Rollino's T&Cs.

We will keep you informed upon the completion of that process, so this complaint can be marked as resolved.

Kind Regards,

Rollino Team

Sounds great, I just wanted to make sure.

Dear Alano83,

Please let me know when you receive all your winnings. Thank you in advance.

I thank the entire site and confirm the payments and the closing of the account as requested by me....

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Alano83, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru