Hello dear Guru Team, I have been waiting for my payout at Rollino for 12 days now, but nothing is happening. The finance department is not answering me, and the support via email is not responding either, only the support chat.

I'm constantly being offered the same things and I have the feeling that they're just wasting time. I'm getting really desperate. The account is of course verified and I sent out all the documents on the day I won, but nothing has happened for 12 days, that's almost 2 weeks. Nobody can tell me that my things haven't been sold once in 12 days.

Hallo liebes Guru Team ich warte jetzt schon seit 12 Tagen auf meine Auszahlung bei Rollino aber es tut sich gar nichts die finanzabteilung antwortet mir nicht und der Support per E-Mail auch nicht nur der Supportchat

dort werden mir immer wieder die selben Sachen vorgeschlagen und ich habe das Gefühl das einfach nur Zeit raus gez?gert wird langsam bin ich echt verzweifelt das Konto ist selbstverst?ndlich verifiziert und alle unter lagen habe ich an Gewinn Tag raus geschickt aber es tut sich nicht seit 12 Tagen das sind fast 2 Wochen mir kann keiner erz?hlen das meine Sachen dort in 12 Tagen nicht einmal über den Tisch gegangen sind

Dear Ekstase,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Ekstase,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.