Complaint #15 Rollino Casino

Delayed payment and getting ignored via email

By Didi123

1 year ago

Good Morning askgamblers,

3 days ago I made the KYC procedure so i could make my first withdrawal request, and as of now I still don't have updates regarding the payment.

If it takes this long it will be hard to retrieve my balance (2617€) since there is a cap for 500€ max each withdrawal.

I would really appreciate your help in this matter.

Best Regards.

Disputed Casino Rollino Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

1 year ago

After carefully reviewing and considering your case, the AskGamblers Complaint Team reached a conclusion that, unfortunately, your complaint is not complying with AGCCS Guidelines, section Not a casino/sport-related issue and is, therefore, rejected.

Unfortunately, your case has been identified as referring to < e-sport > and therefore leaves us no other option but to reject the complaint and advise you to forward the matter to the relevant regulatory body instead. To learn more about how to use the AskGamblers Casino Complaint Service /AGCCS/, please visit our Knowledge Base

Rollino Casino

• Representative

1 year ago

Dear all,

Please note that the user played CounterStrike which is considered as e-sports and the complaint service doesn't cover this.

Best regards,

Rollino Casino

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Rollino Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

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 make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. 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

COMPLAINT REFERRED BY AGCCS PARTNER Apostaconfiavel (217)

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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.