Complaint #28 Rollino Casino

The tournament prize money has not arrived

By MASAYO Y.

7 months ago

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?

Disputed Casino Rollino Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 months ago

Dear @maa1003,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required information has already been sent to the Rollino Casino team 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. Should you refuse sending the required information or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Rollino Casino

• Representative

7 months ago

Hello,

Thank you for bringing this matter to our attention.

At this time, we have not been able to identify the account related to this complaint, as no registered details were provided.

We kindly ask the player to share their username, registered email address, and the specific tournament name so we can review the case promptly.

Tournament prizes are credited in accordance with the published terms once eligibility and final rankings are confirmed.

We remain available to investigate as soon as the necessary account information is provided.

Best regards,
Rollino Casino

AskGamblers

• Support Team

7 months 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.

AskGamblers

• Support Team

7 months ago

Dear @maa1003,

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.

Rollino Casino Complaints

See all complaints for this casino

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.