Complaint #17 Rollino Casino

Account closed without any reason and funds of 2306 Euros confiscated

By Perttu L.

1 year ago

Hello.
I had fully verified account at Rollino casino. I played sports betting and slots (I did not use any bonuses) all bets were made with my own money.
I made a withdrawal of 127€ with Skrill on 20.11.2024 and I still had 2179€ left in the account.
Next day I tried to log in to my account, but find out that it was blocked (with out any reason). I have tried to contact customer support several times 8 days ago but did not receive any response.
I am asking help to get my account restored and to withdraw my legitimate winnings from Rollino. I attached a screen shot of the withdrawal and balance in my account at the time account got closed.

Disputed Casino Rollino Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rollino Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Rollino Casino

• Representative

1 year ago

Hello,

We have sent the requested information, including all relevant facts and evidence, to your support email.

Please confirm receipt at your earliest convenience.

Best regards,
Rollino Casino Support Team

Peral66

• Finland

1 year ago

Rollino casino you are saying that based on this bet out of tens of bets you are entitled to close my account and confiscate all my legitimate winnings and deposits?
This is just absurd and could you explain what is a value bet? Lets take an example: I place bet on Barcelona - Real Madrid game Barcelona to win. Then few key players of Real Madrid gets injured before the game then the odds for Barcelona will dropp, so was this a value bet?
How come anyone can make any betting on your site if you just arbitrary decide if some bet is a "value bet".
If the odds were misplaced or somehow clearly incorrect any respectable operator cancels the bet. But they do not confiscate all the players legitimate winnings plus all the deposits the player has made.

I want my account to be reopened and balance restored for withdrawal, you can cancel that "value bet".
Dear Askgamblers team I honestly hope (now that you have sporstbook related complaints section) also see the rogue behavior of the operator.

AskGamblers

• Support Team

1 year ago

Dear Rollino Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rollino Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $5,435

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Rollino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Rollino Casino Complaints

See all complaints for this casino

The tournament prize money has not arrived

I placed third in a tournament that ended on February 9th, but I still haven't received my prize money. What's more, I haven't gotten any replies from the organisers even after sending them emails. What should I do about this?

Rejected

Withdrawal problems and responses

I deposited many times into this casino my account is fully verified I deposited and wagered my balance x5 I won £3360 euros I am trying to withdraw 500 euros live support is stating I was sent an email regarding proof of cards I have not received any email from them the last two cards are old cards which I lost the new card which is related to the same account which I’ve deposited with I have shown them as proof I have also shown them proof that the two old cards were stopped and replaced by my bank account. I have sent them all the documentation they have asked for but I am not receiving any response back from them live support is saying there must be an issue with my email address but I am receiving all the promotional emails from them and emails from my personal manager. Before I deposited I asked live support is my account fully verified for withdrawals. They state yes which I also have proof of in my email address < email removed > could you please help me resolve this issue please.

Their website specifically says it takes 24 hours to complete verification. I have not received any request from the finance department requesting anything. I have emailed them and sent all proof of everything they are not responding. I have never experienced this before. Also they are not responding to my emails when I send them documentation to for kyc so I can successfully withdraw. Another point I would like to add is the casino live support team are stating that they sent me an email on the 6/6/2025 requesting documentation of my cards however I have not received any correspondence from them only promotion email and emails from my personal manager. Therefore it’s not only a withdrawal issue it’s also an issue of me not being able to complete kyc verification properly.

Resolved

€22,600

I can not withdraw

Their terms state that a person must wager five times the deposit amount. I initially deposited 100 euros and then 20 euros. My total bets exceed 700 euros by a significant margin. I have wagered over 1,000 euros and still cannot withdraw my money. My account still shows the available withdrawal amount as 0 euros.

On live chat, they keep repeating the same thing—that I should contact their KYC team because they cannot do anything about it. It has been a week since I sent my first email to KYC. On chat, they keep telling me to send more and more emails, assuring me that I will eventually get a response. I have sent four emails so far and still haven’t received a reply. I am of course fully verified.