Rollino Casino - Al jugador se le niegan los bonos prometidos.

Good day,

I registered with Rollino a few weeks ago but haven't played yet. Now I received a promotional email offering a $200 bonus on my deposit and 400 free spins.

I deposited €200 and played, but no bonus appeared. Then I deposited another €100, again selected the welcome bonus, which is valid for the first three deposits, and again it didn't credit me.

I then contacted support, who said they couldn't help me because I had already used my deposit, but that I could deposit a third time and would receive a 50% bonus.

The casino's behavior is wrong. They made a clear offer, and I accepted it. It's the casino's turn, not mine.

Guten Tag,

ich habe mich vor einigen Wochen bei Rollino registriert aber nicht gespielt. Jetzt habe ich eine Werbemail erhalten, mit dem Angebot 200 Bonus meiner Einzahlung und 400 Freespins.

Ich habe 200€ eingezahlt und gespielt aber kein Bonus erschien. Dann habe ich noch einmal 100€ eingezahlt, wieder den Willkommensbonus ausgewählt, er gilt für die ersten 3 Einzahlungen, und wieder ist er mir nicht gutgeschrieben worden.

Daraufhin habe ich mich an den Support gewandt, dieser meinte er könne mir nicht helfen, weil ich meine Einzahlung schon genutzt habe, ich könne aber ein drittes mal einzahlen und würde noch einen Bonus von 50% erhalten.

Das Verhalten des Casinos ist nicht richtig, die haben eine eindetuiges Angebot gemacht und ich habe es angenommen. Das Casino ist am Zug, nicht ich.

Dear gunnarwolf77,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for not crediting you a bonus.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. Usually, online casinos can credit a deposit bonus if the balance associated with the bonus is untouched. If the deposit is already used up, bonuses associated with said deposit can no longer be credited.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that there is no action we can take regarding your complaint. I appreciate your understanding and look forward to your reply.

Best regards,

Tomas

Dear gunnarwolf77,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.