Rollino Casino - Hráč se snaží vybrat své výhry.

Hi all, new to here, but i really hope you can help. I made quite a few 50, 100 eur bullets on Rollino casino, finally i won circa 800 euros, but they are saying to me that a normal cash in [without any bonus] has to be wagered by 10x, however in the T&Cs i have found 2% commission is for wager lower than 10x. also my funds available for withdrawal are 0. I think they are playing with me. I attached the discussion with customer support. Can you please help what i can do? Im attaching all the evidences. Please help me if you can! Thanks so much in advance. Peter

Dear ptujpettau,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. I have also checked the casino’s withdrawal rules in the T&Cs and I found this:

"6.5. The deposit amount must be wagered ten times before it can be withdrawn."

I haven't found any mention about the 2% fee. Did the casino confirm that this would be an option for you?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello in 9.3 in T&Cs says "- If the amount of bets from the player’s real balance at the time of application for withdrawal is less than ten times the deposit, the Company has the right to withhold a commission of up to 2% of the withdrawal amount. The commission is deducted from the player’s real balance." So for me that means i can cash out with 2% reduction?

Dear ptujpettau,

Thanks for bringing this issue into our attention.

You are indeed correct about your interpretation of the T&Cs.

Rule 9.3 was presented in our T&Cs on some localizations, due to a technical faulty, and is now in the process of being removed. Of course, we are obliged to respect our T&Cs and will comply with this rule for the affected users, until the T&Cs are updated.

As Kristina described, Rollino is a licensed casino and as such, we are required to enforce mandatory deposit wagering requirements, without the option to withdraw with 2% fee before wagering is completed.

We hereby advice you to take into consideration that withdrawing funds before wagering is completed won't be possible after the T&Cs are updated, in case you plan to deposit again in the future.

Looking into your account, we can see that you've already managed to complete the wagering requirement , and even win more then the disputed amount of €807. We would like to congratulate you for that !

As of 28/11/23 15:18 UTC, your account balance is €0.04, and you have 2 pending withdrawal requests in the total amount of €1,052 -

1. 492 EUR via bank transfer (noda) - set to be executed on 29/11/23
2. 560 EUR via Skrill - set to be executed on 29/11/23

Our financial department will send you email notifications tomorrow once the withdrawals have been executed.

You are welcome to update here once the withdrawals have been received and this dispute can be marked as resolved.

Moving forward , we'd like to wish you only positive experiences playing at Rollino Casino.

Best Regards,

Rollino Team

Hello everyone,

Thank you both for your replies.

ptujpettau, I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear ptujpettau,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.