Rollino Casino - El retiro del jugador está restringido y retrasado.

WITHDRAWAL IS LIMITED TO 500 EUROS. NOTHING HAPPENS. DOCUMENTS SUBMITTED. RESPONSES ARE COMPUTER-CONTROLLED AND UNTRUE. I NEED HELP.

AUSZAHLUNG WIRD REGLMENTIERT AUF 500 EURO. NICHTS PASSIERT. DOKUMENTE EINGEREICHT. ANTWORTEN COMPUTER GESTEUERT UND NICHT WAHR. ICH BRAUCHE HILFE.

Dear markus8619,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Payout over 2000 euros. However, it is regulated at 500 euros per transaction. Documents [over 12 pieces] were submitted, no response. Payout was requested 3 days ago [first over 500 euros.] Another 1600 to 1700 euros are on account.

Auszahlung über 2000 Euro. Wird jedoch reglementiert auf 500 Euro pro Transaktion. Unterlagen [über 12 Stück] wurde eingereicht, keine Antwort. Auszahlung wurde vor 3 Tagen beantragt [erste über 500 Euro.] Weiter 1600 bis 1700 Euro sind auf account.

Nothing happens. They request documents over and over again. I disclosed everything

Es tut sich nichts. Sie fordern immer und immer wieder Unterlagen an. Ich habe alles offen gelegt

Dear markus8619,

We're sorry to hear that you've experienced difficulties during your withdrawal attempt.

As clarified with our customer support agent, please note that the requested documents we're not received in the last few days, because you kept sending them to the wrong email address (made a typo in the email address), and therefore the delay that occurred. During the last hour, you've resent the documents to the correct email address, and they were well-received by our KYC department.

Regarding the issue experienced with withdrawal limits - please retry again now.

You should be able to initiate withdrawal requests for the whole balance.

Please rest assured that following the successful verification of your documents and withdrawal requests, you'll receive the payouts in a timely manner.

Please feel free to update here once you've received your withdrawals and this complaint can be marked as resolved.

We'd like to congratulate you on the winnings and wish you only positive experiences playing in Rollino.

Kind Regards,

Rollino Team

Close the case. All done

Fall schliessen. Alles erledigt

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, markus8619, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.