Rollino Casino - La cuenta del jugador ha sido cerrada debido a una infracción de las reglas.

Because my account was closed, I do not remember exactly the amounts, I will try to be as accurate as possible.

I made several deposits of 500 euros, I played in live casino and also bet on sports, after trying to withdraw I was told that I must bet 5X my deposit (do not use any bonus)

After continuing to bet, I was able to withdraw 500 euros twice (the maximum) and after requesting the third, after a few days, they closed my account and sent me an email claiming:

"The Rollino's Risk Department has completed a detailed check of your account PLAYER****.

Your account PLAYER**** - failed to pass the check of the security service of the casino.

Your account was closed due to violation of rule:

13.4.6. It is forbidden to engage in any Arbitrage Betting and/or Value Betting activates.

13.4.7. In the event of Arbitrage Betting and/or Value Betting player activity, Rollino is entitled to void all bets, withhold and forfeit all money in the player’s account, and terminate the player’s account.

Due to a violation of rule, the amount of your winnings has been canceled and your account PLAYER**** is closed without the right to reopen.

The casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and cannot be changed."

Dear juansito1535,

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 advise how long were you a player of the casino and when exactly was your account blocked?
• What LIVE CASINO games did you play to accumulate your current balance in the casino?

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

Hello, I created the account on March 22, and yesterday when trying to log in I realized that it was blocked.

I honestly don't remember how much I win in live casino games, I usually play evolution, roulette and craps.

hola, la cuenta la cree el 22 de marzo, y ayer al intentar ingresar me di cuenta que estaba bloqueado.

Honestamente no recuerdo cuanto es que gane en juegos de casino en vivo, generalmente suelo jugar en evolution, ruleta y craps.

Thank you very much, juansito1535, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello juansito1535,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Rollino Casino to join the conversation.

Dear Rollino Casino,

Kindly send the evidence pertaining to the reported rule violations outlined in the email previously dispatched to the player to my email address: michal.k@casino.guru.

Best regards,

Michal

Dear Michal,

The requested evidence has been sent to you via email. 

Kind Regards,

Rollino Team

Dear Rollino Casino Team,

Thank you for your email, I have responded back with some additional questions.

Dear juancito 1535, 

Can you please confirm how many bets you placed in sports betting and casino/live casino? Were your winnings from sports betting or from casino/live casino gameplay?

Hello, I honestly don't remember it well, and since I can't enter the page, I can't review it.

But in general I would say that I made more sports bets than casino bets.

Regarding my "earnings", I want to clarify that I made 4 or 5 deposits of 500 euros and given that I was able to withdraw 1000 euros, and approximately 1222 euros remained, I doubt if I will earn money on the page.

PS: Regarding the tests sent by the casino, is it possible for me to see those tests, or perhaps a similar example where I understand what mistake they indicate I made?

Thank you very much for your time and help.

Hola, honestamente no lo recuerdo bien, y ya que no puedo ingresar a la pagina, no puedo revisarlo.

Pero en general diría que hice mas apuestas deportivas que apuestas de casino.

En cuanto a mis "ganancias", quiero aclarar que realice 4 o 5 depósitos de 500euros y dado que pude retirar 1000euros, y quedaban 1222euros aproximadamente, dudo si gane dinero en la pagina.

PD: en cuanto a las pruebas enviadas por el casino, es posible que yo vea esas pruebas, o tal vez un ejemplo similar en donde yo entienda cual es el error que ellos indican que cometí?

Muchas gracias por su tiempo y ayuda.

Dear juansito1535,

We have received evidence from the casino, that you have violated the casino's T&Cs through suspicious gameplay in the sportsbook associated with the bets you placed. This activity was flagged by their security team, aligning with the terms outlined in 13.4.6 and 13.4.7., as previously communicated by the casino team. While we did receive information about your involvement in casino games too, the issue at hand pertains solely to sports betting. Unfortunately, we are unable to assist you in this matter, as our services do not currently cover sports betting. We lack the necessary expertise to provide accurate advice on sports betting intricacies and cannot competently evaluate all aspects of the situation. Consequently, we regret to inform you that we must reject your complaint. We appreciate your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal

Casino Guru