Rollino Casino - El jugador perdió el acceso al sitio web del casino.

Hi,

Like every other site, this one has been offline for several hours now.

They have not responded to any emails.

This may sound harsh, but I think they're pulling off an Exit Scam.

In total, more than 7 sites from this group are offline.

There is no information available about what's happening, and this is causing me a great deal of stress.

Hy

Wie auch bei allen anderen Seite offline über mehrere Stunden jetzt.

Auf Mails wurde nicht geantwortet.

Klingt hart aber ich denke die ziehen einen Exit Scam durch

Insgesamt sind mehr als 7 Seiten dieser Gruppe Offline.

Keine Infos was los ist und das macht ein mehr als Kopfschmerzen

Dear nix1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

I checked the casino website yesterday with the casino's website being offline and again today and the website seems to be working.

Could you please confirm the website is working for you as well? Please let me know if the issue persists.

Thank you very much in advance for your reply.

Best regards,

Tomas

Page is working properly again😉

But today all mail servers are down and you can't be verified

It really can't get any worse...

Seite läuft wieder richtig😉

Nur sind heute alle Mail Server down und man kann sich nicht verifizieren lassen

Es geht echt nicht mehr schlimmer...

Better nothing1,

I can only imagine how stressful this situation could be for you. Let me shed some light on what happens behind the scenes.

We are currently experiencing a technical issue with our servers which has unfortunately impacted the verification process. For this reason, certain email addresses are currently not functional. Our team is actively working to resolve the issue and we sincerely apologize for the disruption. We'll do our best to make sure everything gets smoothed out quickly.

Thank you for your patience and understanding.

Lieber nix1,

Ich kann mir nur vorstellen, wie stressig diese Situation für Sie sein könnte. Lassen Sie mich etwas Licht auf das werfen, was hinter den Kulissen passiert.

Wir haben derzeit ein technisches Problem mit unseren Servern, das sich leider auf den Verifizierungsvorgang ausgewirkt hat. Aus diesem Grund sind bestimmte E-Mail-Adressen derzeit nicht funktionsfähig. Unser Team arbeitet aktiv an einer Lösung des Problems und wir entschuldigen uns aufrichtig für die Störung. Wir tun unser Bestes, um sicherzustellen, dass alles schnell geglättet wird.

Vielen Dank für Ihre Geduld und Ihr Verständnis.

Should that make me happy?

I mean depositing goes without any problems!

Nothing is asked for and everything runs perfectly.

Strangely enough, when you want to cash out from you, only problems arise!

How long do you think I should wait? Days? Weeks? Years?

I beg you, this is the worst thing I have EVER seen!

I'm interested in your internal problems 0! I, like many others, would like the payout to be processed.

Maybe there will be another email asking me to send more documents.

In that sense, THANK YOU FOR NOTHING!

Soll mich das freuen?

Ich meine Einzahlen geht ohne Probleme!

Da wird nach nichts gefragt und es läuft perfekt.

Komischerweise wenn man bei euch auszahlen lassen will kommen nur Probleme auf!

Wielange denkt ihr soll ich jetzt warten?Tage?Wochen?Jahre?

Ich bitte euch das ist das schlechteste was ich JEMALS gesehen habe!

Mich intressieren eure internen Probleme 0!Ich möchte sowie manch anderer das die Auszahlung bearbeitet wird.

Eventuell kommt wohl noch eine Mail ich soll noch mehr Dokumente schicken..

In dem Sinne DANKE FÜR NICHTS!

- A screenshot of the MiFinity-wallet which you have used to recharge your account (Address).

I had send 8 Proofs from my Mifinity Acc !!!

WHAT FOR AN ADRESS?!?!

The Only Adress @ Mifinity was in my Profil and this i had send!!!

Over 20 Proofs now!We reach the 200 Proofs?HAHAHAHAHA

Payout was canceled and €93.75 is in my account!

I hope this is a bad joke

The whole thing was justified as follows

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!

@ Rollino Casino SHAME ON YOU!!!

So your map bonus always has a 5x max payout?!

Auszahlung wurde gecancelt und 93,75€ sind im meinen Acc!

Ich hoffe das ist ein schlechter Scherz

Das ganze wurde folgendermassen Begründet

Bitte beachten Sie, dass die Auszahlung von 1000 EUR von der Finanzabteilung von Rollino storniert wurde. 

Wir möchten Sie darüber informieren, dass in Übereinstimmung mit den Bonusregeln der Betrag von 906,41 EUR von Ihrem Spielkonto abgehoben wurde: 

1.3 Alle Gewinne, die Sie bei der Umsetzung des Bonus erhalten, sind auf einen maximalen Auszahlungsbetrag begrenzt, der das Fünffache des kumulierten Bonusbetrags beträgt. Überschüssige Beträge werden vor der Auszahlung verrechnet.

Der verfügbare Auszahlungsbetrag beträgt 18,75 EUR x 5 = 93,75 EUR 

Mit freundlichen Grüßen, Finanzabteilung!

@ Rollino Casino SCHÄMT EUCH!!!

Euer Map Bonus hat also immer eine 5x Max Auszahlung?!

I won €500 with the €93 and requested a withdrawal...

Let's see what happens this time

Ps: @Casino Guru

A: If you click on the I on the bonus NO INFO (it will be redirected to the promo page) you will find that the bonus has a limit of 5x.

B: The whole thing makes no sense at all

€25 deposited, 70% bonus taken, i.e. a total of €43

You should wager the whole thing 30x in order to be able to pay out 5x the bonus at the end.

For me that would be €18.75x5 plus you have to say that I deposited €25.

If you calculate that down, it's around €70 that you can have paid out at the end.

I understand that free spins have a max win of €100

No deposit as well.

Normal bonuses with a payout of 5x are a scam!

What kind of person pays in for a bonus like that?

https://rollino.casino/en/page/bonus-terms

There are also no terms for the map bonus.

As soon as you click on the I you will be taken to the promo page.

@ Rollino Casino as soon as my payout is ready delete my account IMMEDIATELY!

Nobody should play for clubs like you!!!

Hab mit den 93€ 500€ gewonnen und eine Auszahlung beantragt....

Mal gucken was diesmal kommt

Ps: @ Casino Guru

A: Man findet wenn man auf das I bei dem Bonus klickt KEINE INFOS(wird weitergeleitet auf die Promo Page) das der Bonus eine Begrenzung von 5x hat.

B:Das ganze macht überhaupt kein Sinn

25€ eingezahlt 70% Bonus mitgenommen sprich insgesamt irgendwas mit 43€

Das ganze soll man 30x umsetzen um am Ende dann 5x den Bonus auszahlen zu können.

Bei mir wären das 18,75€x5 dazu muss man sagen das ich 25€ eingezahlt habe.

Wenn man die runter rechnet liegt man bei um die 70€ die man sich zum Schluss auszahlen lassen kann.

Ich verstehe das Freespins ein Max Win von 100€ haben

No Deposit ebenso.

Normale Bonuse mit einer Auszahlung von 5x ist Scam ganz einfach!

Welcher Mensch zahlt für so einen Bonus ein?

https://rollino.casino/en/page/bonus-terms

Es gibt auch keine Terms für den Map Bonus.

Sobald man auf das I klickt kommt man auf die Promo Page..

@ Rollino Casino sobald meine Auszahlung fertig ist mein Acc SOFORT löschen!

Bei solchen Vereinen wie euch sollte kein Mensch spielen!!!

They do NOT pay out!

Now they're talking about 3 Banking Days...

- All withdrawal requests are processed by the financial department within 24 hours

According to chat now

On average, withdrawal requests are processed by the casino within the period of 3 banking days after successful account verification.

Now everyone can imagine the rest!

Auszahlen tun sie NICHT!

Jetzt erzählen die was von 3 Banking Days...

- All withdrawal requests are processed by the financial department within 24 hours

Laut Chat jetzt

On average, withdrawal requests are processed by the casino within the period of 3 banking days after successful account verification.

Jetzt kann sich ja jeder den Rest denken !

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

I HAD PLAY WITH REAL CASH!!!

Thanks for your messages.

According to your last message you played with real cash, could you please advise when was the last time you deposited in the casino and when was the last time a bonus was credited to your account?

Could you please forward me your bonus and transaction histories in order for us to review the full picture of the situation?

My email is tomas@casino.guru

Hey Tomas

I deposited on September 14th.

€25 and get a bonus of €18.75.

I successfully implemented this bonus and requested a payout of €1000.

The next day this 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!

I then continued playing with the €93.75 (real money) and won €500.

These were then canceled again on the grounds that I was playing with a bonus.

I can't find any bonus history in the casino either🙁

The bonus is called MAP BONUS and is available every day (various bonuses)

I have attached the transaction list

Hy Tomas

Ich habe am 14.9 eingezahlt.

25€ und einen Bonus von 18,75€ bekommen.

Diesen Bonus habe ich erfolgreich umgesetzt und eine Auszahlung von 1000€ beantragt.

Am nächsten Tag kam dann diese Mail

Bitte beachten Sie, dass die Auszahlung von 1000 EUR von der Finanzabteilung von Rollino storniert wurde. 

Wir möchten Sie darüber informieren, dass in Übereinstimmung mit den Bonusregeln der Betrag von 906,41 EUR von Ihrem Spielkonto abgehoben wurde: 

1.3 Alle Gewinne, die Sie bei der Umsetzung des Bonus erhalten, sind auf einen maximalen Auszahlungsbetrag begrenzt, der das Fünffache des kumulierten Bonusbetrags beträgt. Überschüssige Beträge werden vor der Auszahlung verrechnet.

Der verfügbare Auszahlungsbetrag beträgt 18,75 EUR x 5 = 93,75 EUR 

Mit freundlichen Grüßen, Finanzabteilung!

Ich habe dann mit den 93,75€(echtgeld)weiter gespielt und 500€ gewonnen.

Diese wurden dann wieder storniert mit der Begründung das ich mit Bonus spiele.

Ich finde im dem Casino auch keine Bonus History🙁

Der Bonus nennt sich MAP BONUS und ist jeden Tag verfügbar(verschiedene Bonuse)

Die Transaktionsliste habe ich angehängt

Hello nix1,

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.

Should you have further concerns or require any assistance, please do not hesitate to reach out.

I think the casino doesn't want or want to understand what happened.

So let's explain again!

My FIRST withdrawal was canceled and the amount was reduced to €93.75.

With these €93.75, which were real money, I won €500 and requested a SECOND payout.

This was shortened again even though I played with REAL MONEY!

I hope the casino now understands what you want

Ich glaub das Casino will oder möchte nicht verstehen was passiert ist.

Also nochmal zur Erklärung!

Meine ERSTE Auszahlung wurde storniert und der Betrag auf 93,75€ gekürzt.

Mit diesen 93,75€ die dann ja Echtgeld waren habe ich 500€ gewonnen und eine ZWEITE Auszahlung beantragt.

Diese wurde wieder gekürzt obwohl ich mit ECHTGELD gespielt habe!

Ich hoffe das Casino versteht nun was man überhaupt möchte

Hello nix1, 

Please rest assured that your case was thoroughly examined and the conclusion remains similar.

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. 

I apologize for the late reply.

Dear Rollino Casino representative,

We disagree with the practice of capping bonuses multiple times, especially if the bonus in question is a deposit bonus.

We believe the bonus ends with the wagering requirements being fulfilled. After this condition is complete and winnings are capped according to the terms and conditions, we see no reason to not consider further play as real money play.

We would like to ask you to reconsider your position and if the player is verified proceed to pay further winnings in full.

I'll await your reply.

Dear Tomas, 

Although we found no wrongdoings in the processing of the players cash and bonus balances , we respect your decision and duly noted it. 

We also take into account the fact that the case was mishandled due to a force majeure event - The website and email addresses we're unreachable for a limited period of time due to unscheduled maintenance. 

This is also the reason for the player's initial complaint on CasinoGuru. 

As a friendly-gesture , we'd like to reissue the second withdrawal request in the amount of 500 EUR that was cancelled for the player. 

Nix1 , please confirm that by adding 500 EUR as withdrawable balance to your account,, you'll be satisfied and this complaint could be marked as resolved. 

Thank you very much, yes I agree with that :)

When will I find this €500 on my Acc?

Vielen Dank ja damit bin ich einverstanden🙂

Wann werde ich diese 500€ auf mein Acc vorfinden?

Hello nix1, 

Your balance was successfully topped-up with €500. 

You may continue with your second Withdrawal request now.

Tomas - Once the funds are confirmed to be received by nix1, we kindly ask this complaint to be marked as resolved. 

Thanks,

Rollino Team 

I get an error message as soon as I go to payout...

Available for Withdrawal

€0.00

There are 500€ on the account but nothing can be paid out...

Bekomme eine Errormeldung sobald ich auf auszahlen gehe...

Available for Withdrawal

0,00 €

500€ sind auf dem Acc aber auszahlen lässt sich nichts...

Now it worked😉

As soon as the payment is received, I will let you know so that the case can be closed

Nun hat es geklappt😉

Sobald die auszahlung da ist sag ich Bescheid damit der Fall geschlossen werden kann

Dear nix1,

We can see that you've successfully managed to initiate a withdrawal request now. 

We'll keep you informed as soon as the request is submitted for processing ! 

Best Regards,

Rollino Team

Dear nix1,

We confirm that the €500 withdrawal has been approved and is now in processing status. 

You will receive a confirmation email upon the completion of the withdrawal. 

Best Regards,

Rollino Team 

Thank you very much😉

I see that the payout is being processed.

As soon as this appears in my account I will report here.

Vielen Dank😉

Ich sehe das die Auszahlung in Bearbeitung ist.

Sobald diese auf mein Konto erscheint werde ich mich hier melden.

Dear nix1,

We confirm that the €500 withdrawal has been successfully executed. 

You also received a confirmation email from the support department. 

We kindly ask you to confirm receiving it, so we can mark this complaint as resolved. 

Best Regards,

Rollino Team 

I just looked at my account and saw that the payout had arrived.

I would like to thank Casino Guru and Rollino Casino very much.

If you remove the 5x rule you could be a perfect casino😉

The case can hereby be closed

Habe gerade auf mein Konto geschaut und gesehen das die Auszahlung eingetroffen ist.

Ich bedanke mich ganz herzlich bei Casino Guru sowie beim Rollino Casino.

Wenn ihr die 5x Regel noch entfernt könntet ihr ein perfektes Casino sein😉

Der Fall kann hiermit geschlossen werden

Hello nix1, 

We are pleased to hear that you've received the second withdrawal and hope that moving forward you'll have only positive experiences with Rollino. 

Tomas - We kindly ask to mark this case as resolved in accordance with the player's request. 

Thanks and all the best,

Rollino Team

Dear nix1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Rollino Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru