Rollino Casino - Hráč čelí komplikovanému procesu výběru a problémům s účtem.

I have opened the account on this site prior to the end of this year, deposited good amounts in short time, in total between 1500-2000€. After completing wagering of 1 bonus, the winnings were trimmed to max 250 and I couldn't win no more with that money although it was reversed to cash. I, could continue playing but any potential win would be trimmed back to 250 until the money is lost. Therefore I decided to request withdrawal, which I did on the 6th of January. My account have passed the kyc and is fully verified. Then the "game" started. They ordered me to send them fronts and backs of 2 cards (not 1) as well as the screenshot of my bank account page showing my address, bic/swift and IBAN ( some banks don't allow it for protection of customers) for so called "quicker withdrawal". As I was unable to take the screenshot, I offered the bank statement showing everything - but they still insisted on screenshot. Any normal site would appreciate the bank statement way more. Then I tried withdrawal via skrill, they asked me for screenshot of skrill while still demanding photos from 2nd BANK CARD that I used once to deposit. Does that makes sense to keep asking you for the photo of bank card if you are requesting withdrawal on skrill? And mind you, this is all in order so that I can withdraw my money quickly (pure irony). Then, after I've send them all the required documents - they just cancelled my withdrawal request and semt money back on my account. I request the withdrawal AGAIN, they asked me for the usual screenshot and bank card photos. I managed to take the screenshot on my other bank account, so I have sent them all. After that, they asked me for bank statement (seriously???). Fine, I send them the bank statement. After that, they ask me for skrill page screenshot again, while withdrawal is still pending. Today is the end of the day 15/01,believe it or not. Mind you, I never received an email from their finance department through this entire case . Namely, there is some issue when it comes to me receiving their emails although they receive my emails. So every time I hsve to go to the chat and ask for them to attach me their email in the chat. And when I ask them to send simple message to finance department or check if they received my documents - they tell me they cannot get in touch with them?!?!? Then how they get my email from them, that they paste for me in the chat every time??? This is BIG RIDE they are taking me on for the last 10 days every day, spimming me in circles... They extracted A LOT of personal data from me, after my account is fully verified and that extraction resulted in nothing. Didn't get my miney niether I will - unless you guys help! 🙏 Also, I have found dozens of bad reviews on many forums about them and I was in shock. Same patterns, asking for documents in circles, not sending emails, not oaying money and so on... There is something VEEERY wrong with this site and people have to be prevented for being pulled in their "game" where you can NEVER get your money. Slots are losing game but sometimes you win and that sometimes you want to be paid. If that is taken from players, then........ Thank you in advance. Good day!

Dear purpledot,

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

Please understand that KYC is an essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Is your casino account accessible to you? Can you log in?
• Which games did you play in the casino? (which slots)
• Which documents did you submit recently and when did you submit them?
• Could you please share your communication with the casino with me to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Thomas,

Thank you for your reply and interest in solving my problem with the Rollino Casino.

I understand the importance of the KYC procedure, however that is not not an issue here as I passed the KYC verification and my account is fulky verified.

Now, I'll answer your questions:

-Yes, my cacino account is accessible to me and I can log in.

- I've played many games but some of them are : Wild Frames, Reactoonz, Pink Elephants 2, Mental, Possessed, Book of Dead, Legacy of Dead...

-Last document that they required from me is Bank Statement for the bank card that I used to deposit and that I requested the withdrawal on. After I submitted it, they went back to Skrill, asking me to send them the screenshot again, which I have done before (after that they cancelled my withdrawal request on skrill).

-I will send you all chat transcripts I have later on, when I get back home from work and at the pc.

Meanwhile, do you agree if I put you in cc, in another email that I will send them (but they never reply - just so you know) asking what is going on with my request and why it is still pending 4 days after I submitted the required bank statement?

Thanks for your reply.

Please forward your attempts to contact the casino to my email at tomas@casino.guru

If the casino responds, please forward those responses to me as well.

Thanks in advance for your reply

All sorted in the meantime.

Thank you

Dear purpledot,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru