Complaint #3 Rollino Casino

Impossible to verify myself

By Asmeister

2 years ago

I have agreed to the numerous requests the casino keeps on giving me regarding verification. First, I did the verification process on the website. Then I get asked numerous other things including selfies, bank statements and debit/credit card pictures. These I have provided as asked.

The casino insists that I post a debit/credit card with an expiration date on it. I deposited with a card that doubles as a credit card, and a debit card. I posted both the front and the back. They keep insisting I post it. I have stated numerous times the expiration date is on the front of the credit/debit card. The date is in the front. It is visible, and applies to the entire card. They refuse to listen and copypaste me the same response over and over again. I have stated I cannot fulfill such a request as I do not manufacture credit/debir cards nor do I design them.

I have also been asked to post a screenshot of my online bank with my address on it. I have stated numerous times this is not possible as my online bank doesn't provide me with such a page. I have however, submitted a pdf bank statement that clearly does show my address and banking details.

I have also asked numerous times to provide me with contact information to the licenser so I can complain about this impossible verification process that appears to be designed to be impossible to fulfill.

Disputed Casino Rollino Casino

Reason Verification issues

Amount €100

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.

Asmeister

• 1 reviews

2 years ago

Yes, the payment of 100 euros was received

AskGamblers

• Support Team

2 years ago

Dear @Asmeister,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

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

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Rollino Casino

• Representative

2 years ago

Dear Asmeister,

First and foremost, we want to express our apologies for the inconvenience you experienced during the verification process. We genuinely appreciate your patience and understanding throughout the entire procedure.

We have conducted a thorough investigation into your complaint and can confirm that you were successfully verified on 29.09. Following this, your withdrawal was processed on the same day.

Rest assured, we will use your feedback to enhance our KYC mechanism to make it more efficient and user-friendly in the future.

Should you have any other concerns or feedback, please do not hesitate to share them with us. We want to ensure that your future interactions with our casino are smooth and positive.

AskGamblers - We kindly request that this case be marked as resolved, as the player was successfully verified and has received his withdrawal.

Best regards,
Rollino Team

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.