The player from Germany had won €7,597 at Rollino but faced issues with withdrawing her money, as her €400 withdrawal requests were canceled. After a week, she discovered that her real money winnings had been reduced from €7,169 to €2,100 due to the casino claiming a maximum winning limit, despite her wins being from real money and not associated with previous bonus winnings. She felt this action was unfair and regarded it as the casino's mistake. The Complaints Team concluded that the casino's refusal to address the matter fairly breached expectations for a transparent gaming environment. Consequently, the case was closed as unresolved and marked against fair gambling practices, with a recommendation for the player to escalate the issue to the Cura?ao Gaming Control Board if desired.
Rollino Casino - Player’s winnings have been confiscated.
Black points: 4,086
Amount: €7,169
Rollino Casino
Safety Index:LowAgainst fair gambling
UNRESOLVED
Case summary
Hello, I won €7,597 with real money at Rollino.
I played Dice by Spribe. After wagering my money, I tried to request a withdrawal, but it didn't work. The €400 withdrawal kept getting canceled.
In a live chat with a member of staff, I was informed that I had to wager a certain amount again. (Live chat transcript is available upon request.)
I found that very strange. I also successfully wagered my previous winnings, and then, too, they wanted me to wager a certain amount again. Even though I found it odd, I wagered the amount without further questions. In the end, I had a net profit of €7,169.
After that, I still couldn't make a withdrawal.
When I tried to access the live chat about a week later to address the issue and ask about it, I saw that my real money winnings had been reduced from €7,169 to €2,100.50. (See screenshot)
So I went back to the live chat. (I also have a chat log.)
In short, she actually wanted to tell me that I had won too much on my previous win with bonus money. She said there was a maximum winning limit of €2,500, and she paid me €5,953.
They reduced a completely new win I had won with real money on April 15, 2025, to €2,100 because they had already paid out €400 of it. This resulted in a win of €2,500, which they declared as the maximum of my last win. However, this new win had nothing to do with the old one, simply because it was real money. There was no longer a bonus active at the time.
With the previous win, I had won with the bonus money.
If the casino had reduced the bonus winnings I earned on May 6, 2025, to €2,500, that would have been fine. Because I had a maximum winning limit of €2,500 at that time.
But they paid me my entire winnings. I consider this the casino's mistake, not my own.
When I continued playing with €429 in real money and achieved a real money win of €7169, they deducted over €5000 from that, even though it had nothing to do with the bonus winnings (which had already been paid out).
This is absolutely unfair and in my opinion the casino is stealing my winnings.
I hope that you can help me to clarify this somewhat complex case.
I am available to answer any further questions you may have.
Kind regards
Dear Ninosch,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.
I went over the description of events, however, there are a few points I would like your clarification about.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that the casino paid you in the past more than they should have from a bonus?
- Could you please clarify when you accepted and played the bonus? When did you cash out the €5,953 from the previous bonus?
- Have you withdrawn the €2,100.50 left on your account already from the casino?
- Have you saved your interaction with the casino regarding the missing balance and the reasons for confiscation? Could you please share the communication with me? Send it to my email at [email protected]
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Hello. No, I have to correct myself. I deposited €1,000 for the last bonus on March 4 , 2025. You can also see this in my transaction list (see screenshot).
I played with the €1000 real money mines from Sprib e, but didn't win anything.
I then used the bonus money to play Papaya Pop . You can also find this information in my screenshots. I'd be happy to email you full game histories if you'd like. I won an additional €817.50 with Papaya Pop .
I then wagered the bonus with Mine Gems . A few days later, however, the casino said I had to wager it again before I could withdraw. I then continued wagering with Money Cart . I won a little there. Unfortunately, I don't remember exactly how much, but in any case, I continued wagering with Mine Gems , and then eventually switched back to Money Cart .
As you play, you will see my bonus balance turn into real money once my wagering is complete.
You can also see that my balance has been reduced from €2,804.43 to €2,500 . That's the max cashout the casino keeps talking about.
I cashed out the money. I left some in my account to play again.
In the history you can see that it was real money that I played with, since the bonus had been wagered a long time ago.
That was on April 14, 2025. With €133 on Dice from Spribe, I won €5,820 . That's a total of €5,953.
However, I had problems with the withdrawal again, and the casino said I had to wager my winnings further. I already found that odd, since it was real money. But I thought I'd do it anyway, since there wasn't much left to wager, and I got lucky because I won a little more. At the end of the wagering period, I had €7,597.30 in real money.
They paid me €400 on May 14, 2025 , shortly after they had canceled my winnings of €2,100 . And then they said there was a maximum winning limit of €2,500 . This was despite the fact that the bonus hadn't been active for a long time. It had been wagered and paid out.
They deducted a total of €5097.30 from my winnings.
Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Ninosch,
It's Michal again. I have taken over this complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.
I would like to invite Rollino Casino to join the conversation.
Dear Rollino Casino,
Can you please provide your clarification on the course of events and why the player's latest winnings were confiscated, despite these appearing to be gained with real money? If there are any confidential factors influencing this matter, I would appreciate it if you could send the relevant information, along with any supporting documentation, to my email at [email protected].
Hello,
Following a comprehensive review of the gameplay and bonus activity related to this case, please find the following information:
On March 4, 2025, a €1,000 deposit was made using a promo code that granted you a 50% bonus.
The bonus was activated on the same day at 11:40, and wagering requirements was successfully on March 9, 2025.
Upon completion of the wagering, the balance was €2,799.43.
In accordance with our bonus terms and conditions (point 19.5), there is a maximum conversion limit of 5x of the awarded bonus amount.
Since the awarded bonus was €500, the maximum that could be converted into real money was €2,500.
Therefore, the excess amount of €299.43 was automatically deducted, and €2,500 was credited to the real money balance.
This means that the €2,500 were real funds, but they originated directly from the bonus. Consequently, any further winnings from this balance are still subject to the bonus's maximum win limitations.
Please note that this decision is final and not subject to revision.
Best regards,
Rollino Casino
Dear Rollino Casino,
Thank you for your clarification.
While I completely comprehend that the winnings from the bonus were limited to a maximum of 5x the awarded bonus amount, this is all OK; however, once the winnings became real money, the bonus rules or restrictions should no longer be in effect.
As you have confirmed, the bonus winnings of €2,799.43 were appropriately capped at €2,500. As a result, the excess amount of €299.43 was automatically deducted, and €2,500 was added to the real money balance.
I have not found any rule in your Bonus terms and conditions indicating that the bonus rules continue to apply to what is now classified as real money. Could you please highlight such a rule in your terms and conditions?
Furthermore, was the player informed that they needed to withdraw the winnings for the bonus rules to be rendered void or cancelled? Or was there any pop-up message or notification presented to the player indicating that if they continued to play with these real funds, the maximum win limit would still be applicable?
If so, I would appreciate it if you could share that information with me.
Hello,
As clarified prior, please note that this decision is final and not subject to revision.
Best regards,
Rollino Casino
Dear Rollino Casino,
I would like to clarify whether I am correct in understanding that there is no rule in your bonus terms and conditions stating that the rules and restrictions associated with the bonus remain in effect, even after the bonus wagering requirements have been met, the maximum win limit from the bonus has been enforced, and the funds are categorized as real money.
Additionally, the player was NOT made aware that they needed to withdraw their winnings for the bonus rules to be considered void or cancelled; is that correct?
Furthermore, there was NO pop-up message or notification provided to the player indicating that if they continued to use these real funds, the maximum win limit would still apply, correct?
Despite all this, you chose to enforce a (not fully clear) bonus rule and confiscate the player's winnings without prior notification. I find it concerning that you enforced a bonus rule—one that should not be relevant for real money funds—to confiscate the player’s winnings.
Do you genuinely consider this a fair and transparent practice towards your customers?
Hello,
As clarified prior, please note that this decision is final and not subject to revision.
Best regards,
Rollino Casino
Dear Rollino Casino,
Thank you for your response. While I respect your decision, I must express my disappointment as I believe this situation represents a clear breach of the fairness and transparency standards we advocate for in the gaming industry. Consequently, this case will be classified as unresolved and labelled "Against Fair Gambling," which will negatively affect your casino’s safety index rating.
I hope this encourages your reconsideration in the future.
Dear Ninoch,
It is evident from the replies received from the casino team that they are unwilling to address this matter, and unfortunately, there is nothing more we can do in this situation from our end.
In our dedication to enhancing the online gaming sector by fostering a safe and equitable atmosphere for both players and casinos, we believe that the actions taken by the casino teams in your situation are not fair when it comes to real money play, unless they are required by laws or regulations. Therefore, this case will now be closed as Unresolved - Against Fair Gambling
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, if you want to take your complaint further, you can submit a complaint to the Cura?ao Gaming Control Board (GCB) via this contact form. Although GCB currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at [email protected] if you decide to try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
