Rollino Casino - Výběr hráče je opožděný.

Won €2500

Due to max withdrawal restrictions I have to withdraw €500 euros at a time and only €500 euros can be withdrawn within 24 hours.

This means I have to divide my withdrawals into 4. €500 euros at a time when it has been accepted.

Account is fully verified and went through further verification of my bank after my first withdrawal (all accepted)

First withdrawal: 17/02/2024 withdrawal accepted and received through bitcoin on 19/02/2024

Second withdrawal: 19/02/2024 Withdrawal accepted and received 21/02/24

Third Withdrawal: 20/02/2024

While I was waiting I made a few deposits.

Withdrawal was cancelled by the casino due to apparently having to spend 10x what I deposited.

Just to withdrawal my winnings has been an absolute nightmare from start to finish. I am starting to have doubts over the validity of this casino and the fact that this could be scam. This is due to the fact they are making it extremely hard just to withdraw my money.

Please could you help me with this? I would accept the casino just to send me the remaining €1500 euros in my account from my initial win and then close the case. It really shouldn't be this hard to withdraw money won and the casino are imposing unfair restrictions.

Kind regards,

Dear NonGamstopGuru,

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

Hi,

I have done all of this. This complaint is more in relation to the casino not allowing me to withdraw and imposing unfair requirements and restrictions. They aren't allowing me to even put my next withdrawal through now. Note: I have NO active bonuses and never used a bonus. This is the casino making their own rules to stop me withdrawing winnings.

I am not sure how your site has this casino as a high safety rating when they don't allow you to withdraw.

Hi,

The casino has just contacted me and explained that this was a mistake. They are now going to process my withdrawal.

Kind regards,

Alex

Dear NonGamstopGuru,

We're sorry to hear that you've experienced issues during the withdrawal stage.

Upon checking, we are pleased to update that your 3rd withdrawal request, which was reopened today, has been successfully executed.

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

As in regards to withdrawal schedules, please be informed that Rollino's T&C's state on point 7.3.1:

7.3.1. There is a limit of one pending withdrawal request. The maximum withdrawal limits per transaction / in 24 hours / month are determined as follows: 

Per transaction: 500 €

In 24 hours: 500 €

We'd like to congratulate you on the winnings and to assure that any winnings will be paid in full, in accordance to our T&C's.

Best Regards,

Rollino Team

Hi,

Thank you for getting back to me and confirming this withdrawal.

I still have two withdrawals which are due to go through this process from my initial winnings.

@CasinoGuru: do you consider these terms to be fair? I won €2500 and it is going to take me over a week and 5 separate withdrawals to actually receive the funds at this rate? As a regulated casino and classed as a high safety rating on your site, surely the casino can't make withdrawing funds this difficult for players?

If a player were to win more it would take even longer!

Kind regards

Hello everyone,

Thank you both for your replies.

NonGamstopGuru, I would like to emphasize that many online casinos have some kind of withdrawal limits and we don't consider it to be a problem if:

• they aren't too low (which in this case isn't),
• casinos follow these limits, meaning they do not pay less amounts or less frequently as stated in their T&Cs.

I would also like to draw your attention to our review of Rollino Casino, in which we inform players about these limits:

So, in this case, I would like to kindly ask you for your patience. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Hi CasinoGuru,

I can confirm all withdrawals have now been processed.

Thank you for the clarification on these terms, and for showing that you do display this on your site.

Thank you Rollino for your cooperation and for sorting this issue out for me now, it is appreciated.

I am happy for the complaint to be closed.

Kind regards,

Dear NonGamstopGuru,

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