Rollino Casino - 규칙 위반으로 인해 플레이어의 계정이 폐쇄되었습니다.

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?