Rollino Casino - Τα στοιχήματα του παίκτη δεν αναγνωρίζονται από το καζίνο.

Good evening, I've been repeatedly placing bets to wager the bonus and you're not counting them! I've wagered more than what's needed to complete the bonus' wagering requirement, and you're not counting even a single bet towards this wagering! Here are the bet codes: 2344985859549434277 2344985859549433906 2344974006043676715 2344969618805895266 2344964890541822345 2344964890541822162 2346346161692094519 2346346161687900828.

καλησπερα σας, παιζω επανηλλημενα στοιχηματα για να τζιραρω το μπονους και δεν τα προσμετρατε! Εχω τζιραρει παραπανω απο οσα χρειαζονται για να ολοκληρωθει ο τζιρος του μπονους και δεν μετρατε στο τζιραρισμα ουτε ενα στοιχημα! Σας παραθετω τους κωδικους στοιχηματων: 2344985859549434277 2344985859549433906 2344974006043676715 2344969618805895266 2344964890541822345 2344964890541822162 2346346161692094519 2346346161687900828.

Dear themthem,

Thank you for submitting your complaint. I'm sorry to hear about the issue you are facing. Before we proceed, could you please provide me with more details regarding the bonus you availed? Kindly send me the exact name or link of the bonus to help me better understand the situation.

Additionally, please note that not all games consider the full bet amount for the bonus playthrough. As mentioned in the Bonus Terms, certain games may have different contribution percentages towards the bonus playthrough.

Could you please advise what games you played? We at Casino Guru do not have access to the bet codes of your casino account.

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

Best regards

Veronika

I got the 100% sports bet bonus up to 300 euros. The bets I played qualify.

Πήρα το μπόνους αθλητικού στοιχήματος 100% μέχρι 300 ευρώ. Τα στοιχήματα που έπαιζα πληρούν τις προϋποθέσεις.

Dear themthem,

Thanks for your feedback and apologizes for the inconvenience. 

After a close examination of your case, our financial department found that due to a technical faulty, the mentioned bet codes were not counted towards the wagering. 

Please note that your balance was recalculated. At the moment of calculation of the last bet of the above mentioned bets, you've had 403.49 EUR left on your balance. 

This balance is now available in your account and is fully-withdrawable. 

You are welcome to update here about receiving the balance in your account so this complaint can be marked as resolved. 

Moving forward, we wish you only positive experiences playing in Rollino. 

Kind Regards,

Rollino Team

Yes, I saw the money. However, I wanted to ask you why you did not accept the document I sent you as proof of address. You clearly say that you accept a bank statement and I sent you exactly that, but you rejected it. Why?

Ναι τα ειδα τα χρηματα. Ηθελα ομως να σας ρωητησω ομως γιατι δεν κανατε δεκτο το εγγραφο που σας εστειλα ως proof of address. Λετε ξεκαθαρα πως δεχεστε bank statement και σας εστειλα ακριβως αυτο ομως το απορριψατε. Γιατι?

Dear Rollino Casino representative,

Thank you for getting in touch with us so promptly and resolving the player's problem. We appreciate your cooperation very much.

Dear themthem,

do I understand correctly that now you're undergoing the KYC verification but some of your documents have been rejected by the casino? Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Yes, I sent them all. They asked for ID and proof of residence. In the proof of residence they say that they also accept bank statements. So I sent a bank statement that I got from wise and they rejected it.

Ναι τα εστειλα ολα. Ταυτοτητα και αποδεικτο κατοικιας ζητουσαν. Στο αποδεικτικο κατοικιας λενε πως κανουν αποδεκτα και τα bank statement. Εγω λοιπον εστειλα ενα bank statement που εβγαλα απο την wise και το απορριψανε.

Dear themthem,

Please note that you've passed the automatic verification today.

An email notification has been sent to your from our financial department in that regards.

You may now proceed to initiate a withdrawal request.

Please note that depending on the withdrawal method being used, additional documents may be requested in order to facilitate the payment.

You are welcome to update here about receiving your withdrawal, so this complaint can be marked as resolved. 

Wishing you a speedy withdrawal process, and more winnings in Rollino.

Kind Regards,

Rollino Team

No it's not resolved because I'm not allowed to withdraw. I try to make a withdrawal and it says: The requested amount is bigger than allowed for withdrawal. I even tried it with 20 euros and it tells me the same thing.

Οχι δεν επιλυθηκε γιατι δεν με αφηνεται να κανω αναληψη. Προσπαθω να κανω αναληψη και μου γραφει: The requested amount is bigger than allowed for withdrawal. Το δοκιμασα ακομα και με 20 ευρω και μου λεει το ιδιο.

Dear themthem,

Thanks for letting us know.

Could you please retry again now and let us know if you managed to submit a withdrawal request ?

Kind Regards,

Rollino Team

Yes, he let me make 20 euros. I go to do another 20 and it says withdraw limits reached. 20 euros, what are the withdrawal limits??

Ναι με αφησε να κανω 20 ευρω. Παω να κανω αλλα 20 και μου λεει withdraw limits reached. 20 ευρω εινια τα ορια αναληψης??

I finally managed and uploaded them, great

Καταφερα τελικα και τα εκανα αναληψη, μια χαρα

I also sent you the card you requested, I am waiting for a reply.

Σας εστειλα και την καρτα που ζητησατε, περιμενω απαντηση.

Dear themthem,

Please note that our financial department requested a screenshot or bank account statement (not older then 3 months), where your personal address is visible. The screenshot you've provided shows only the address of the bank branch, not your personal address.

Please provide a screenshot or bank account statement (not older then 3 months), where your personal address is visible.

An email notification has been sent to you in that regards.

Kind Regards,

Rollino Team

Dear themthem, could you please confirm if you sent your bank statement with your address visible to the casino? Has your document been reviewed by the casino yet? Kindly keep us updated.

I have sent it as proof of residence. But I gladly sent them again.

Το έχω στείλει ως αποδεικτικό κατοικίας. Όμως ευχαρίστως τους ξαναέστειλα.

Dear themthem,

We are glad to inform that your re-submitted proof of residence has been well accepted by our financial department, and that the withdrawal request is now fully verified. The withdrawal will be executed tomorrow (25.12.23).

You are welcome to update here about receiving your withdrawal, so this complaint can be marked as resolved. 

Wishing you a speedy withdrawal process, and more winnings in Rollino.

Kind Regards,

Rollino Team

Thank you very much the complaint can be closed now.

Ευχαριστώ πολύ το παράπονο μπορεί να κλείσει τώρα.

Dear themthem,

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 for your cooperation, and please do not 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,

Veronika

Casino.Guru