Rollino Casino - Los retiros de los jugadores son limitados y retrasados.

Hello, dear Casino Guru Team,

I have several issues to bring up here.

1. The casino doesn't allow me to withdraw more than €500, even if I wait 24 hours as indicated on the site. It keeps saying maximum withdrawal reached.
2. It has been 48 hours and no one has contacted me, neither support nor finance departments.
3. Despite successful verification, I am being completely ignored and nothing is progressing.
4. I played without bonuses or free spins, only real money.
5. I have only one account on this website and I follow all the rules, so no new problems should arise.

Until now, I had good experiences with the casino, except for the €500 maximum withdrawal, which I find very limiting, and the fact that no one ever gets back to you.

I kindly ask for your assistance.

Hallo liebes Casino Guru Team,

ich habe mehrere Sachen hier anzumerken.

1. lässt mich das Casino nicht mehr als 500€ auf die Auszahlung machen, auch wenn ich 24h warte wie auf der Seite angegeben, steht da maximale Auszahlung erreicht.
2. sind bereits 48h Stunden vergangen und niemand meldet sich bei mir, weder Support noch Finanzanzeigen.
3. trotz erfolgreicher Verifizierung werde ich komplett ignoriert und nichts geht voran
4. Ich habe ohne Bonuse oder freispiele gespielt, nur real money.
5. ich habe nur einen Account in dieser Website und befolge alle Regeln also kann sonst nix aufkommen als neues Problem.

bis jetzt hatte ich gute Erfahrungen im Casino außer das mit der 500€ maximal Auszahlung, was ich sehr untertrieben finde und dass sich nie jemand bei einem meldet.

bitte um eure Hilfe

Dear dukanovicmarko02,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

All right, it's a shame that it takes so long, but you just have to be patient.

I just wanted to point out that the amount in dispute is no longer €1200 but €2000. Please update.

Thank you very much for the quick reply and I will get back to you after some time.

Have a nice day.

Alles klar, das ist etwas schade dass es so lange dauert aber die Geduld muss man eben aufbringen.

Ich wollte noch anmerken dass sich der Streitwert nichtmehr um 1200€ sondern um 2000€ handelt. Bitte um aktualisierung.

Vielen dank für die schnelle Antwort und ich melde mich nach einer gewissen Zeit.

Schönen Tag noch.

Hey, after 6 days there was still no answer from support, the amount in dispute is 2000€ but I'm not touching it anymore. Because in my opinion the casino is a big scam. I hope I'm wrong

Hey, also vom Support kam nach 6 Tagen immernoch keine Antwort, streitwert ist 2000€ die ich aber nichtmehr anfasse. Da das Casino bis jetzt in meinen Augen ein großer scam ist. ich hoffe ich liege falsch

Short update, I received feedback for the first time today, I should now send details of my bank account in writing and via screenshot and "then the payment should be processed quickly". I'll keep you updated.

Kurzes lage update, Ich habe heute zum ersten mal Rückmeldung bekommen, Ich solle nun details meines Bankkontos schicken schriftlich und per screenshot und ''dann sollen auszahlung schnell bearbeitet werden können'', halte euch auf dem laufenden.

The case can be closed, the casino is the ultimate scam in my opinion. They deliberately make players wait so long and keep them waiting as long as possible so that they lose everything. That's why the maximum payout is €500, and for anyone who wants to do that, it's not possible. You get no answers from support, none of the departments respond and live chat is no help. The maximum payout is €500, which is pathetic. If you have €3000 in your balance and have to pay it out over 3 months, you can only withdraw €500 every 2 weeks. It's really embarrassing.

Der Fall kann geschlossen werden, das Casino ist in meinen Augen der letzte Scam. Die lassen Spieler extra so lange warten und halten sie so lange wie möglich hin, damit sie alles verspielen. Deswegen auch maximal Auszahlung 500€, an alle die sich das antuen wollen, tut es nicht. Vom Support kriegt man keine Antworten, alle Abteilungen antworten nicht und Live Chat ist keine Hilfe. Maximal Auszahlung 500€ ist jämmerlich. Hat man 3000€ auf der Balance und muss diese über 3 Monate hinweg auszahlen, da man alle 2 Wochen 500€ abheben kann. Peinlich wirklich.

Hi dukanovicmarko02,

Could you please advise what happened that you do not want to continue with this case? How much is your active balance now?

Thank you.

Dear dukanovicmarko02,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.