The player from Egypt has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Rollino Casino - Player claims that payment has been delayed.
Rollino Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Rollino Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for player to reply
3d 2h 43m 0s
Case summary
4 days ago
Public
Visitor
Public
6 days ago
Translation
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.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
6 days ago
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.
Public
Casino Analyst & Complaint Specialist
Public
4 days ago
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.
Ekstase has 3d 2h 43m 0s to reply
