Rollino Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I won some money playing, not with bonus money, and I've been waiting for days for the casino to pay me, but they haven't. They say they need documentation for verification, but they don't tell me what type of documentation is needed.

I've been communicating through this email with the documentation they need to send, but I'm not receiving anything in return. I also have the account verified and I don't know what the problem is, as they never pay with what I already played there.

Que gane un dinero que jugué y no con dinero de bonus y llevo unos días para que el casino me pague y no lo paga me dices que necesita documentación para verificación pero no me dices qué tipo de documentación necesitas

llevo cobrando este e-mail con la documentación que necesitas para enviar e no me mandas nadie y también tengo la cuenta verificada y no sé cuál es problema que él nunca paga con lo ya jugué ayi

Dear Thata2507,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you submitted to the casino since you requested the withdrawal?
• Could you please share with me the communication between you and casino support regarding the issue?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

If I have to send documentation but they do not send me an email saying what documentation they need and they do not contact me

Si hay que enviar documentación pero ellos no me manda correo diciendo que documentación necesita y no se pone en contacto

I cancelled the withdrawal of 180 and played and won 249, when I cancelled the withdrawal I had a bonus of 0.06 cents so I was left with 180.06 and played I won 249 and while I was playing the casino took 220 euros from me, it says it was for the bonus l, but I didn't play with the bonus and with real money that was mine, the 180 that I had cancelled from the withdrawal and they scammed me and they don't answer my messages, they don't get in touch

This casino is the worst there is, it doesn't pay and it scams you out of the money you win.

cancele el retiro de 180 y jugué y gané 249, cuando hize el cancela miento do retiro yo tenía un bono de 0,06 céntimos entonces me quedé con 180,06 y jugué gané 249 y mientras jugaba el casino me quito 220 euros dice que por el bonus l, pero no jugué con el bonus y si con dinero real que era mío los 180 que había cancelado de la retirada y ellos me estafaron y no contesta mis mensagens no se pone en contacto

este casino es de lo peor que hay no paga y te estafa el dinero que ganas

They stole 229 euros from me. I started playing with a deposit of 189 euros and had 0.15 cents of bonus. What I won from 180 euros of my own money was 249 euros. They took 229 euros from me, leaving me with only 28 euros, saying it was a bonus, but I won't send you the game history so you can see how they are thieves. And to this day, they haven't answered me. They used my relative balance and transformed it into a bonus so they could take money from me

Ellos me robaron 229 euros yo impenze s jugar con 189 euros de depósito y tenía 0.15 céntimos de bonus lo que jugando me gané de 180 euros que tenía de dinero mío llegué a 249 euros ellos me quitaron 229 euros me dejando solo con 28 euros diciendo que era de bonus siendo que no te mando el historia de juego para que vea como ellos son ladrones y hasta hoy no me ontesta ellos usaron me saldo rela y lo trasformaron en bonus para poder quitarme dinero

Dear Thata2507,

• When did you make the 189€ deposit?
• Was the verification issue resolved?
• Have you contacted live support regarding the conversion of your funds to bonus money? Have you received any response from the casino?
• Please forward any relevant communication from the casino to my email at tomas@casino.guru or post it here.

No, they will not return the money from my funds that they used as bonus funds and they did not return it to me.

No ellos no me devuelven el dinero de mis fundos usaron como fundos de bonificación y no me devolvieron

Dear Thata2507,

for us to proceed further with your complaint, kindly share the communication between you and the casino.

Kindly include your attempts to resolve the issue with casino support in the form of screenshots, emails, or chat transcripts.

Also, if the casino justified its actions to you, please include this explanation too.

Please send the information to my email at tomas@casino.guru

Dear Thata2507,

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.