Complaint #18 Rollino Casino

I can not withdraw

By Slavista

1 year ago

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.

Disputed Casino Rollino Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Rollino Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Rollino Casino

• Representative

1 year ago

Hello,

We have followed up with AskGamblers support team via email.

Best regards,
Rollino Casino Support Team

Slavista

• 4 reviews

1 year ago

Hello, of course I am sending you my history of payment. As you can see i deposited 100 and 20 eur only.

AskGamblers

• Support Team

1 year ago

Dear @Slavista,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

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.

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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.