The player from Ontario had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The delay had been due to a technical issue that caused the initial transaction to expire. After the player's KYC verification was successfully completed, the casino asked him to repeat the withdrawal request. The casino confirmed that the withdrawal of Can$300 was successfully completed. The player confirmed that the issue had been resolved.
Rollino Casino - Withdrawal of player's winnings has been delayed.
Amount: Can$300
Rollino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Hello, I have been having trouble getting my $300 withdraw from this casino my account was fully verified through KYC and then when I went to withdraw they wanted further verification which I have sent to them over and over again with still no luck. I’ve attached all my documents that were approved through KYC verification. As you can see they’re legitimate and my account was already verified. It seems like just a run around that has turned into a headache. I would like this resolved as soon as possible. Thank you
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8 months ago
Dear Gpower89,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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8 months ago
Dear Gpower89,
Please note that your KYC verification was successfully completed today.
Regarding your withdrawal request of Can$300 from 26-02-2024 , please note that it was originally scheduled for immediate execution, but due to a technical reason, the transaction has now expired.
Please repeat the withdrawal request, and it'll be executed today.
You are welcome to update here upon receiving your withdrawal, so this complaint can be closed.
Kind Regards,
Rollino Team
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8 months ago
Dear Gpower89,
We are pleased to inform that your withdrawal request of Can$300 from 28-02-2024 was successfully completed.
You've received an email notification from our financial department in that regards.
You're welcome to update here about the successful withdrawal, so this complaint can be marked as resolved.
Best Regards,
Rollino Team
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8 months ago
Hello this situation has been resolved. This complaint can be set as resolved. Thank you kindly!
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8 months ago
Dear Gpower89,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
