Complaint #7 Rollino Casino

Delaying payment and being unresponsive

By Wadeaoc

2 years ago

Message on forum

Hi, 6 days ago I sent them an email asking to withdraw my funds with a 2% fee, as stated in their terms if i have no completed rollover which is 10x, I didnt manage to complete the rollover because they put limits on my account and now i cant withdraw. No response yet on email and on livechat im not getting any response regarding my concers either, so im seaking some justice here. Hope we can work something out.

Disputed Casino Rollino Casino

Reason Delayed payment

Amount kr10671.54

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Wadeaoc

2 years ago

Money paid out now, case closed.

Rollino Casino

• Representative

2 years ago

Dear WADEAOC,

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. After our risk team was notified, this rule was removed. Of course, we are obliged to respect your request, since your inquiry was made before the T&Cs were updated.

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 again, in case you plan to deposit in the future.

As of 28/11/23 12:00 UTC, your account balance was 10,889.3187 NOK.
After deducting 2% fee in accordance with rule 9.3 of our T&C (-217.78 NOK) , your account balance is now 10,671.5387 NOK and this amount is fully withdrawable.

Please note that you've received an email from our financial department, informing that 10,671.5387 NOK is available for withdrawal for you. Following that, you may now initiate a withdrawal request. Please rest assured that our financial team will execute the withdrawal at the earliest convenience and inform your over email.

You are welcome to update here once the withdrawal has been received and this dispute can be marked as resolved.
We'd like to congratulate you on the win and wish you only positive experiences playing at Rollino Casino.

Best Regards,
Rollino Team

AskGamblers

• Support Team

2 years ago

Dear Rollino Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. 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 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.