Thank you for your continued support and assistance.

This is a complaint regarding the unjust reduction of my balance.

① This time, I used the casino's bonus offer,

where I received a 111% bonus and 111 free spins (fs).

② First, I played the free spins and won approximately €23.

③ The €23 winnings had a 40x wagering requirement, so I bet around €920.

④ From the start, I felt it was strange that all the winnings were going into the bonus balance, not my main balance, but I proceeded without concern.

⑤ After wagering the €920, my total of €270 was reduced to only €30, citing a rule that winnings from fs could not exceed €30. Thus, about €240 was deducted.

⑥ Although I was not playing a game with the fs bonus, the €240 was still deducted as if it were fs winnings, which I believe to be unfair. Hence, I am filing this complaint here.

I have already discussed this with customer support, but their response was that the fs winnings are limited to €30. Therefore, I am submitting a complaint to Casino Guru.

One more point: I have an anniversary bonus that expires next week, as shown in the photo.

There is a possibility that it will expire during these proceedings, but I cannot use and play with this bonus until this issue is resolved. If the bonus gets lost during this dispute, I would also like to request that it be reinstated.

いつも対応をありがとうございます。

殘高が不當(dāng)に減らされたというクレームです。

①今回カジノのボーナスを利用して、

111%ボーナスと111回のfsを受け取りました。

②まずfsをプレイして、約23€の勝利金を得ました。

③23€の勝利金には40倍の賭け條件がついていたため、約920€をベットしました。

④ベット當(dāng)初から勝利金が全て殘高ではなく、ボーナス殘高に入ることに違和感を感じていましたが、気にせずプレイを進(jìn)めました。

⑤920€賭けた際に270€だった所持金はfsボーナスの勝利金額は最大30€という理由で240€ほどが削除されて、30€のみ殘高に殘りました。

⑥fsボーナスでは無(wú)いゲームをプレイしたにも関わらずfsの勝利金とされて、240€削除されることは不當(dāng)と感じて、こちらに申し立てしました。

これらのやり取りはすでにサポートでも訴えましたが、fsの勝利金は30€のみという回答しかもらえなかったため、casino guruにクレームを提出させていただきました。

もう一點(diǎn)寫(xiě)真にあるアニバーサリーボーナスも期限が來(lái)週です。

このやり取りの間に消える可能性があるが、この問(wèn)題が解決しなければ利用してプレイは出來(lái)ないため、この係爭(zhēng)期間にボーナスが失われた場(chǎng)合、このボーナスも再度請(qǐng)求したいです。

Dear easygoinglife0125,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

First of all, could you please send me the screenshot or the link to the bonus you activated, showing the details of the bonus offer?

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 originally had a balance of about 23€.

I deposited 269€ to receive the 111% bonus and fs from this email. 1st photo

After spinning the fs, a bonus of 23.42€ was added.

The third and fourth pages are emails informing you about the bonus.

If you bet on a different game after the end of the FS, the winnings will be added to your bonus balance.

元々約23€の殘高があり、

このメールの111%ボーナスとf(wàn)sをもらうために269€入金しました。1枚目

fsを回した後にボーナス23.42€が追加されています。2枚目

3枚目4枚目はそのボーナスの案內(nèi)のメールです。

fs終了後に違うゲームでベットをすると勝利金がボーナス殘高に追加されています。5枚目

When I finally finished betting 40 times the amount of my winnings, my total went down from 270€ to 30€.

最終的にfsの勝利金の40倍のベットを終えた際に270€から30€に減っています。6枚目

Thank you for the screenshots. I can see that you received your bonus offer in an email. Please forward me the original email from the casino at [email protected].

Transferred.

転送しました。

Thank you very much, easygoinglife0125, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi easygoinglife0125,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rollino Casino to the conversation to participate in the resolution of this complaint.

Dear easy_going_life_0125,

Please note that following the completion of the FS you've won 23.42 and had 292.7848 on your bonus balance.

You've bet the entire deposit amount with the bets deducted from the cash balance and wins credited to the bonus balance, in accordance to point 10. of our bonus T&C's.

Following the completion of the FS wagering requirement, 30 EUR (which is the maximum amount possible to be won from FS), has been released from your bonus balance to your cash balance , and the remaining bonus balance of 245.2048 has been deducted, in accordance to the bonus T&C's.

It is also important to note that by playing Baccarat titles from the provider 'OneTouch' you've breached the bonus T&C's wagering requirements, which clearly state:

16.1. The Slots at Rollino have different values for the bonus playthrough: Slots - 100%, Texas Hold'em and Other Table Games - 0%, Video Poker - 0%, Roulette and Blackjack - 0%, Baccarat and Craps - 0%, Minigames - 0%, Other Games - 0%.

We hope this clarifies the matter.

Kind Regards,

Rollino Team

Dear Rollino Casino team,

I've looked at the Bonus T&Cs but I haven't found a max cashout from free spins of €30. Could you tell where exactly this number can be found? I found these limits:

1. Maximum possible withdrawal amount from the no deposit bonus: €25 / NZ$40 / A$40 / C$40 / CHF 25 / 175DKK / NOK 250 / R$125 / 100 z?

1.1. Maximum possible withdrawal amount from no deposit bonuses received in the Bonus Shop: x5 of the amount of bonus or funds received from free spins (depends on the status of the account).

1.2. The maximum allowed amount for withdrawal that has been won from casino bonus free spins is €100 / NZ$150 / A$150 / C$150 / CHF 100 / 700DKK / NOK 1000 / R$500 / 400 z?. If the withdrawal amount exceeds the allowed amount, the player will receive €100 / NZ$150 / A$150 / C$150 / CHF 100 / 700DKK / NOK 1000 / R$500 / 400 z? and the rest will be charged to players in accordance with the bonus policy.

1.3. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

Could you please tell us which of the max cashout/withdrawal limits is it supposed to be? Regarding 16.1 and Baccarat play, why is it a problem if the wagering contribution is 0%?

Dear Peter,

Please note that this player has opted-in to an exclusive bonus - CELEBRATE11

As per this bonus T&C's:

14. The maximum allowed amount for withdrawal which has been won from casino bonus free spins is €30. If the withdrawal amount exceeds the allowed amount, the player will receive €30 and the rest will be charged from player’s in accordance with the bonus policy.

12.1. The Slots at Rollino have different values for the bonus playthrough: Slots - 100%, Texas Hold'em and Other Table Games - 0%, Video Poker - 0%, Roulette and Blackjack - 0%, Baccarat and Craps - 0%, Minigames - 0%, Other Games - 0%.

16. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times bonus granted. Any exceeded balance will be voided prior to money withdrawal.

Replying your questions:

• The FS have been credited for the correct max cashout of 30 EUR.
• The player has breached the bonus wagering requirements by playing Baccarat , as his Baccarat gameplay did in fact count towards the wagering of the bonus.
• The maximum cashout/withdrawal from the bonus is 5X the bonus amount.

The relevant bonus T&C's were sent to you over email to [email protected]

Kind Regards,

Rollino Team

Dear Rollino Casino team,

Thank you for your email. When it comes to wagering contribution and it's stated that Baccarat has a 0% contribution but despite this gameplay counted towards the wagering, it's not the player's fault. This should be set on the casino's side. Do I understand correctly that the max cashout for free spins was stated in the specific bonus terms and was applied right after the bonus was wagered?

Dear Peter,

Your feedback regarding the baccarat wagering contribution issue has been duly noted.

We confirm that the max cashout for the free spins of 30 EUR (as stated in the CELEBRATE11 bonus T&C's) was applied correctly, right after the FS bonus wagering requirement has been completed.

Best Regards,

Rollino Team

Dear Rollino Casino team,

Did the winnings originate only from free spins or was it a combination of real money deposit + bonus + free spins winnings? Could you please send the player's game history to my email address ([email protected])?

Hello Peter,

The winnings originated from free spins had a max cashout of 30 EUR that was applied correctly, after the FS bonus wagering requirement has been completed.

The player's game history was sent to your e-mail.

Kind Regards,

Rollino Team

Thank you Rollino Casino team for the details.

Dear easygoinglife0125,

If the winnings were derived solely from free spins, the max win cap was applied immediately after the wagering was finished and in accordance with the bonus T&Cs, I'm afraid there's not much we can do.

I feel that there is a misunderstanding of the issue I wanted to raise.

① The deposit was 268.90€ and the balance was 291€.

1st and 2nd photos in the first post

②fs bonus is 23€

Photo 2

③When I started betting, I had 291€ in real money and 23€ in bonus money.

4) All subsequent bets I made with real money were added to my bonus balance.

○Questions

If your real money bets have not been transferred to your bonus balance at the time of placing your bets on the games,

The breakdown of the 279€ in the sixth photo of the second post is as follows:

Real Manners 256€

Bonus money 23€

It should be.

The thing I find most unfair is

All winnings from betting real money, not from bonus money, will be transferred to the bonus balance.

If the maximum winnings of fs were 30€,

I'm afraid of the FS bonuses and won't be able to use them in any future bonuses.

Isn't the winnings from my fs 23€?

For example, if the next bonus includes FS, and you deposit 200€, receive a 5€ FS bonus, bet 40 times that amount, or 200€, and complete the bet and still have a balance of 200€, you will only have a maximum of 30€ left when you complete the bet.

I feel that this is a very disadvantageous bonus system for players.

Am I the only one who has issues with the balance system?

If I had lost a lot and only had 30€ left, I would have been happy with it, but I can't accept this system.

We will again ask you to add the difference of 240€ to your balance.

私が問(wèn)題としたかった?jī)?nèi)容の認(rèn)識(shí)とズレがあると感じています。

①入金は268.90€して殘高は291€になった。

最初の投稿の寫(xiě)真1枚目、2枚目

②fsのボーナスは23€

寫(xiě)真2枚目

③ベットを開(kāi)始するときにリアルマネー291€,ボーナスマネー23€でした。

④その後のベットについて、私のリアルマネーのベットが全てボーナス殘高に追加されていた。

○疑問(wèn)點(diǎn)

ゲームのベットの時(shí)に、リアルマネーのベットがボーナス殘高に移動(dòng)していなかった場(chǎng)合、

2つ目の投稿の寫(xiě)真6枚目の279€の內(nèi)訳は、

リアルマナー256€

ボーナスマネー23€

となるはず。

1番不當(dāng)と感じている點(diǎn)は、

ボーナスマネーから得た勝利金ではなく、リアルマネーをベットして得た勝利金が全てボーナス殘高に移動(dòng)して、

fsの勝利金は最大30€となってしまうとしたら、

今後のどのボーナスでもfsのボーナスが怖くて利用出來(lái)ない。

私のfsから得た勝利金は23€では無(wú)いのか？

例えば次回のボーナスにfsがあったとして、今回のように、200€入金して、5€分のfsボーナスをもらい、40倍の200€をベットして、賭け金額を完了しても殘高が200€だったとしても、ベット完了時(shí)に最大で30€しか手元に殘らないこととなる。

プレイヤーに非常に不利益なボーナスの仕組みと感じます。

殘高の仕組みに問(wèn)題があると感じるのは私だけですか？

私が純粋に大きく負(fù)けてしまい、30€しか殘らなかった場(chǎng)合は納得するとことが出來(lái)ますが、この仕組みには納得出來(lái)ませんので、

再度240€の差額分を殘高に加えることを求めます。

Dear easygoinglife0125,

You are right, perhaps I misunderstood the situation. Does this mean that you had a real money balance while wagering the winnings from free spins and the max win of €30 was applied to the whole balance? If the max win cap was applied immediately after the wagering was finished and only to your winnings from free spins, that would be OK. However, if the max win cap was applied to this balance plus real money balance, that doesn't sound fair.

Peter,

I'm glad that I was able to convey what I wanted to say.

I believe this is the case if the maximum winnings cap applies to this balance as well as the real money balance.

You can understand by looking at the flow of changes in the balance in the photo.

If my understanding and perception is correct,

I believe this issue would not have occurred if the winnings from my 5th real money bet had not been transferred to my bonus balance.

ピーターさん、

私の伝えたいことが伝わったことを嬉しく思います。

最大賞金の上限がこの殘高とリアルマネーの殘高に適用された場(chǎng)合と私は思っています。

寫(xiě)真の殘高の変化の流れを見(jiàn)ると理解していただけるかと思います。

私の理解と認(rèn)識(shí)が正しければ、

5枚目のリアルマネーをベットした勝利金がボーナス殘高に移動(dòng)していなければ、この問(wèn)題は起こらなかったと思っています。

Thank you easygoinglife0125 for your reply.

Dear Rollino Casino team,

Was the free spins max win cap of €30 applied only to the winnings from free spins or was it applied to the whole balance?

Hello,

The free spins max win cap of €30 was applied when the wagering of free spins took place.

Best Regards,

Rollino Team

Dear Rollino Casino team,

Was it applied to the whole balance or only to the winnings from free spins?

It says it's my reply, but is that correct?

As you can see from the first 6 photos, it has been applied to the entire balance.

You can see from the betting sequence in the photo that it's not just free spins.

私の返信となっていますが、間違えないですか？

最初の6枚の寫(xiě)真からも、殘高全體に適用されたとなっています。

フリースピンのみでは無(wú)いと寫(xiě)真のベットの流れを見(jiàn)てもおわかりいただけるかとおもいます。

Hello Peter,

Please refer to the game history provided.

The deduction has been applied to bonus balance after wagering the free spins.

Best Regards,

Rollino Team

Dear Rollino Casino team,

We do have the game history, but it's difficult to interpret. From the data, we can tell that there were two balances when the wagering of the winnings from free spins started (2024-08-13 05:34). The First balance of €292 was the real money funds and €23,42 was the bonus funds. The bets were deducted from the real money funds but the winnings went to the bonus funds. Later on 2024-08-13 05:56, the real money funds hit zero and the bonus funds reached around €331. The bets started being deducted from the bonus funds. Then on 2024-08-13 07:37 if I’m not mistaken, €30 was transferred to real money, but the bonus balance inexplicably showed €298. Both balances were eventually spent, resulting in a zero balance. Can someone clarify this?

Hello,

Following a thorough re-examination of the bonus gameplay, it has come to our attention that indeed there was an error for which 245.20 EUR has been falsely deducted.

Due to the above, the amount of 245.20 EUR will be credited to player's account and be fully withdrawable.

Kind Regards,

Rollino Team

Thank you Rollino Casino team for reconsidering.

Dear easygoinglife0125,

Can you confirm the funds have been credited back to your account?

I was able to check it on my account.

口座で確認(rèn)できました。

Dear easygoinglife0125,

Does that mean that you have received your funds?

I received the prize money.

Thank you for your response.

賞金の受け取りをしました。

対応ありがとうございます。

Dear easygoinglife0125,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter

www.kpvfaw.com