Rollino Support and Complaints Thread

Hey LCB'ers,

Introducing Rollino, where every spin holds a hint of amusement park wonder and every card flip, a dash of elegance.

Dive right in with our enticing Welcome Bonus, setting your path toward myriad gaming treasures. Beyond the usual, Rollino offers distinct promotions such as cashback, innovative slots, and immersive table experiences that redefine online gaming.

In those rare moments of uncertainty, lean on our proficient 24/7 Customer Support, your compass in the world of Rollino. We're more than just a casino; we're a community built on trust and passion.

Are you prepared for a gaming experience unlike any other? Begin your Rollino journey today!

Got thoughts or inquiries? Share them below. We're here, always ready to listen and assist. 

Welcome to the best forum Rollino! Happy to have you here! 

Welcome to our forum! We are happy to have you hear. 

Welcome to our forum! 

Welcome to LCB, we're glad to have you here 

Thanks for signing up Rollino Casino representative, glad to have you here!

Well then let's get started and expose this rat club :)

On Thursday I won €1000 with the Map Bonus.
Terms for this bonus are not visible. As soon as you press the info button on the bonus you will be taken to the promo page.

Now after submitting 22 documents my Acc was verified.

At the same time the following email came.

Please note that the withdrawal of 1000 EUR was canceled by Rollino's finance department.
We would like to inform you that in accordance with the bonus rules, the amount of EUR 906.41 was withdrawn from your gaming account:
1.3 Any winnings you receive when wagering the bonus are limited to a maximum withdrawal amount of five times the cumulative bonus amount. Excess amounts will be offset before payout.
The available withdrawal amount is 18.75 EUR x 5 = 93.75 EUR
Kind regards, Finance Department!

This can only be seen in pure scam casinos and have to do with fair play 0!

Ok then I had the €93 on it and won €500.

Payment open now 3 days.

In the terms it says max 24 hours but according to the chat it says 3 days etc.

Every day some people try to tell something different.

They haven't paid out yet!

I would ask LCB to downgrade the rating simply because of the 5x rule, which doesn't even apply to the entire total.

Who accepts a bonus like that and it's the first time I've seen a 5x rule in a casino?

Hello Fabi84,

Thank you for sharing your experience and concerns about this brand. Could you please send us your Casino Username via private message so we can reach out to Casino Rep in order to help you and clarify this matter?

Thank you in advance.

We inform you that your withdrawal payment in the amount of 500 EUR has been canceled by Rollino Financial Department.
We inform you that an amount of 406.42 EUR has been debited from your game account, according to the bonus rules.
1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.
In your case you can withdraw 18.75 EUR x 5 = 93.75 EUR

HAHAHAHA i had play with REAL Cash...

What an Bullshit Casino!

Hello Fabi84,

Unfortunately, if the bonus rules are such that the max cashout is 5x the winnings, we cannot influence the rules to be changed. Every player is obliged to read the rules before starting to play.

We are sorry to hear that you are dissatisfied but here our hands are tied. We will mark this case as Resolved.

@ Berks you have not understand it

My FIRST withdraw was cancel and they have left 93,75€ in REAL Cash.

So i dont have play with Bonus Money it was Real Cash;)

Hello Fabi84,

We will inquire about this matter with Casino Rep. Once we get the clarification we will let you know.

Keep you posted.

I had ask before the Livechat and they mean yes you can play with the Real Cash and win more..

More than strange this Casino

Hello Fabi84,

We are still waiting for a response from their side. We will send them a reminder in hopes that we can get a quick clarification.

Keep you posted.

Hello @Fabi84

Firstly, we'd like to express our gratitude for choosing Rollino Casino. Our primary aim is to provide an enjoyable and transparent gaming environment to our players. We regret to hear that your experience fell short of your expectations. 

All bonuses at Rollino Casino, including the welcome package and MAP bonus, adhere to specific terms. They are clearly presented on https://rollino.co/en/page/bonus-terms. Specifically:

1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal.

It's essential to understand that when you utilized the bonus, you did so with the awareness that the general bonus terms apply.

Please note that you initially lost the real balance. After this, you proceeded to play on the bonus balance. Having fulfilled the wagering requirements, rule 1.3 of the bonus rules was applied to the amount of the bonus you wagered.

Concerning the withdrawal and the deductions, these processes are rooted in the Terms and Conditions that you agreed to upon registering and playing on our platform. We recognize the importance of clarity and effective communication as we consistently strive to enhance our service.

On 2023-09-15 14:42:49 UTC , and after playing with the MAP bonus, your balance (available for withdrawal) was in the amount of 93.75 EUR, as per the bonus terms. 

After that you've continued playing with these funds, won again and submitted withdrawal requests. However, these winnings were received using the same funds received from the bonus release, which is subject to a x5 withdrawal limit according to the bonus rules of Rollino. 

93.75 EUR is the maximum amount that you can withdraw from the bonus release, and all subsequent winnings received from the game using these funds are subject to a limit of x5 of the bonus amount. 

It should be noted that during this period you did not make any deposits and received subsequent winnings from the same funds received from the bonus release; as a result, they are subject to a limit of x5 of the bonus amount. 

For that reason, your second withdrawal request was declined and the balance was adjusted to the exact amount available for withdrawal from this bonus release, which you've successfully withdrew. 

Should further clarifications be required, please do not hesitate to let us know. 

Welcome to our forum! We are thrilled to have you here.

Hello I'm really hoping you can help me

I registered and opened account with Rollino I made some deposits that went to pending state but left my bank and we're never credited to my account 

Rollino casino is also sister and registered licence the same as I Wild casino. I self excluded from I wild due to gambling problems 

I had made several deposits with Rollino casino and I reached out to enquire about bonus offers then I was blocked and I kept getting warnings each time I tried to log on saying user blocked due to gambling addiction 

I reached out on chat multiple times and sent number of emails but no reply or explaination of why I was blocked as I dud not request this 

I done my research and now as above I'm guessing I was blocked as I had blocked with I wild casino

im been completely ignored by this casino 

i read terms and conditions and as per T&Cs on Rollino Casino points 7.5-7.6 I want my deposits refunded 

as I should never of been allowed to deposit and make so many deposits at that if they blocked me due to gambling addiction 

I agree thst there is 15:/: admin fees after refund if deposits and feel this is the best solution to get my complaint resolved and in line with terms and conditions 

even an acknowledgment from the emails I sent would be nice as I also received email advising I was VIP and manager available 24/7 this is certainly not the case !!! 

Hello shirleyobrien09,

Welcome to LCB! Glad to have you here. 

Could you kindly send us your casino username or ID via private message so that we can contact a casino representative to help you with your concerns?

Thank you!

Dear shirleyobrien09, 

First of all, please note that you didn't receive further communication from the casino team , as your account was closed due to gambling addiction. In such scenario we are prohibited from making additional contact with the player due to regulation. 

The reason for which your account was closed for gambling addiction, is because you've spent/played your entire balance, and afterwards contacted our team with a request for return of deposit. This unacceptable and irresponsible behavior is a clear indication of a gambling addiction.  

Replying all the various claims that you are making: 

- You inquired about several transactions allegedly debited from your payment account. However, after verifying the deposit data with the financial department, we received a response stating that all successful deposits were credited to the account, and that no funds related to any other transactions reported by you, were received by us. 

- Please note that you've initially reached out to the casino team with a request for return of deposits after spending/playing your entire balance. The team has confirmed that the initial contact was for this purpose solely, and not for a bonus request.

- You were not blocked at Rollino because you've played at any of our sister sites. You were blocked because you've reached out to the casino team with a request for return of deposits, after you've spent/played your entire balance.

- Our risk department confirmed that you've never reported Gambling Addiction at any of our sister sites. Therefore you we're allowed to register and deposit at Rollino. 

- You've only sent a request to one of the sister sites with a request for account closure, expressing dissatisfaction of the gaming payouts and bonus rounds. There was clearly and evidently not a single mention of gambling addiction whatsoever. If you think different, you're welcome to provide supporting evidence to prove your claim. 

- Terms 7.5-7.6 are relevant for players with have an exiting balance and wish to request a withdrawal, prior to completing wagering requirements. In this case they'll be able to do that after paying an admin fee as stated. Those terms are absolutely not relevant for players who spent their entire balance and are asking for a refund. As mentioned prior, this unacceptable and irresponsible behavior is a clear indication of an underlying gambling addiction.  

We're sorry that see that you are taking this direction of false accusations and would like to make you aware that we have all the legal evidence to support our decisions. 

Kind Regards,
Rollino Team

Finally I get a response.  First off I request for you to refer me to which regulation you are referring to where you are prohibited from making additional contact?

This is nonsense as I raised a complaint and I am sure there is no regulation or rules which state you cannot response

I would like to bring to your attention and I request evidence as you mentioned you can provide the night of Saturday 02 Dec I reached out to chat to enquire about any additional bonus offers.  Suddenly I was blocked

You have breached a number of terms and conditions as laid out below

I would also like to accept yes there maybe evidence of me reaching out requesting refund of deposits however if you investigate you will understand that I did not breach any rules and look for all my deposits returned I was making enquires about the deposits that were in a pending state that had left my Bank account and was enquiring about this.

I reached out to my so called VIP manager who reassured me he would review and requested I provide Bank statement which I did and which confirms more money was taken from my bank that what you credited to my casino account

Each time I asked on live chat about this it relating to these pending transactions.  I would like evidence for 02 Dec which is the date I was blocked where I asked for all deposits to be returned which you are now making out to be reason you closed my account due to gambling addiction.  This is not at all the case ???

Yes I do now want a full refund of deposits as you have violated your own rules really mistreated me and ignored me it is not acceptable.  However I think it is very convenient that I get blocked 2 days before I was due 12% cashback following very large deposits.

The confusion re return of deposits is from the pending transactions on the 18^th and I have broken this down below.

Bank statement provided from AIB bank. Transactions/deposits made by made on the 18^thNov appears on statement for 20^th Nov.

These transactions (I provided you the Bank statement via email)

VDP- Codingelites €20

VDP – Digikey €50

VDP – Infinity €50

VDP- 123Templates €34

Total €154 not all 154 was credited to my casino account however statement shows and demonstrates they did leave my Bank

Can you confirm deposits received on 18^th which match back to my statement and proof that this was not received

3. Rolliono Account Management

Terms 3.1

There is 11 bullet points as to the circumstances in which Rollino can block account or reject deposits

No where within this 3.1 does it refer to Rollino having the right to block or close account as part of responsible gaming rules

4. Responsible gaming account settings

Terms 4.1 – 4.3

No where within this 3.1 does it refer to Rollino having the right to block or close account as part of responsible gaming rules

Provide notice to user why as confirmation account is closed – here you have breached your own Terms and conditions as within 14.5 14.9 or 21.2 it refers to providing notice I was NOT provided with any notice

14.5 Rollino in its turn,reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using the contact details in your account.

14.9 In case of any violation of the rules during using the site and its services, or in case of any suspicion of fraud and other illegal actions from the player;s side, the Operator has the right to close the existing players gaming account and to follow a message to the player about the account closure.

21.2 if you violated the terms of use, administration may at her discretion, before your account suspension or its termination, sent you a notification by using your contact details

Complaints:

26.2 If there is a dispute arising from the Terms of Use which cannot be resolved by Customer Services, you can send a relevant request to support.  We will make reasonable efforts to resolve the matter for your satisfaction immediately or by contacting you as soon as possible.

Here you have breached your own Terms and conditions as within 26.2 you refer to making reasonable efforts I was completely ignored

Also call out that it does not state anywhere within the T&Cs that you will not contact if gambling addiction

Hello shirleyobrien09,

We have reached out to the Casino representative again.

Keep you posted!

Hello shirleyobrien09,

We received an email from a casino with proof, which prompted us to agree with the casino's assessment of the situation.

Thank you for understanding, we will mark this case as resolved.

Hello 

but none of my queries as all broken down were provided ?? 
I still do not have explanation

Hello shirleyobrien09,

Please note that, having received proof from a casino, our decision regarding this case is final. Thanks for understanding.

Do not trust this place. If you read above comment. . . I did use this promo code in the registration part of signup. I also clicked the correct affiliate link from ****** and I get this message from live chat. "The promo code you entered does not match the affiliate link that you used to register on the site. Unfortunately, the account registration bonus is not available to you."

Hello Ben Moughan,

We cannot assist with issues that arise from using another affiliate site. We advise you to contact that affiliate directly for further assistance.

The casino Rollino stole €1400 from me. Unfortunately, I registered at Rollino Casino, encouraged by positive reviews from websites that evaluate the seriousness of casinos. Unfortunately, I regret it now, and I want to point out the irregularities of this casino on all forums.

Hello Vladan Jancic,

If you would like us to contact the casino representative and inquire about your case please send us your casino username via private message. 

Thank you for your help. I have sent you my information in a private message.

I am ready to make my password public and allow the casino to publicly discuss my account. I don't regret the money; I regret the potential new players who might fall for the propaganda of this casino.

I hope this is just a misunderstanding and that the casino will realize the mistake and pay me my money.

I remind you once again, THEY CONFISCATED ALL MY MONEY, not just the NET WINNINGS from one supposedly "suspicious" match with 1.80 odds. ALL MY MONEY, OVER 1K€.

Hello Vladan Jancic,

Thank you for providing us with your casino username, we're going to get in touch with the casino rep and ask for additional information. Keep you updated on this thread.

Sir, thank you for your help. I hope you will help me solve the case. The casino has seized all my money, and is not responding to messages.

🚨🚨🚨Please check 🚨🚨🚨the correctness of the Rollino casino License. There are doubts that they have NO license.

🚨🚨🚨🚨🚨🚨

Hello Vladan Jancic,

We sent a reminder to the casino rep since we haven't heard back thus far. We'll update you on this thread as soon as we receive the response. 

Hello Vladan Jancic,

We do this free of charge, our main goal is to help our members get in touch with the casino representative and hopefully resolve any issues they may have. 

We heard back from them now, they notified us that they are waiting for evidence of your value betting activity. Once they have all the details they will get back to us.

Thank you so much! I insist on donating money for your efforts once this case is resolved. It’s not about the money, it’s about the principle. Please understand me.

Hello Vladan Jancic,

We understand your frustration regarding this issue. We always urge our members to carefully read the terms and conditions before signing up at any casino.

Let's wait for their update, and hopefully, we can resolve the issue to the satisfaction of both parties.

Thank you for your understanding.

Hello Vladan Jancic,

Carefully reading the Terms and Conditions before depositing in any casino is the sole responsibility of the player, as it is their choice to deposit.

We will do our best to mediate and help our members reach out to the casino representatives, but we are not judges in these matters.

If you are unsatisfied with their answer you have the option to file a complaint with the casino's licensor.

Thank you.

Hello Vladan Jancic,

They assured us that they would update us as soon as they have all the details. If they do not respond in a timely manner, we will remind them again.

Thank you so much!

Rollino, I invite you to join the debate and respond with arguments.

Do you have any updates regarding my case?

Hello Vladan Jancic,

We received a response from the casino representative stating that, after reviewing your account, their RM team has determined you to be a value bettor and has acted accordingly.

Their decision is final, so we cannot take any further action to assist you and must close this complaint. For any additional information, you can contact their live support.

I am very disappointed that you did not want to help me. Their support never responds to my messages.

Hello Vladan Jancic,

We apologize that we couldn't provide more assistance. It's not uncommon for casinos to refrain from publicly announcing confidential information, and we cannot compel them to do so. Your complaint will remain visible to all members, and we will mark it UNRESOLVED.

However, we can refer the casino representative to your latest post and request them to contact you directly with further explanations.

I publicly challenged the Casino to a debate and sent them emails, but they didn't dare to respond to a single one.

Heloooo?!?

Hello Vladan Jancic,

We'll contact the casino representative and refer to your latest posts on this thread. The rating is an average of all the ratings given to the casino by our members it's not set on our side.