Rollino Casino - Spieler stellt Einstufung von Gewinnen als Bonusgeld in Frage.

I registered on the site and made an initial deposit of €25, receiving a 200% bonus in return.

So, I started the game with €75, and played until I was down to €55. Then I decided to switch games. In my first or second round at €0.20, I won a sum of €77. This left me with around €130. When I decided to withdraw, I discovered that the entire amount was marked as bonus money in my profile! My question is: how can this be possible when I hadn't even spent the money I deposited?

registei me no site e depositei de entrada 25euros e recebi os 200%

comecei o jogo então com 75 € , comecei a jogar e desci até aos 55€ , então decidi trocar de jogo , na primeira ou segunda jogada a 0,20 ganhei um valor de 77€ . Fiquei com 130 e pouco , Decidi levantar e no perfil esse valor estava todo no dinheiro do bônus ! A minha pergunta é : Como pode ser possível sendo que nem o dinheiro que depositei tinha o gastado ?

Dear CarlosOliveira.76,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which specific bonus did you activate and play?
• Was it your initial bonus at this particular casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal.

9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.

10. Any bonus can be canceled before the wagering requirements are met.

It's common for deposited funds and bonus amounts to merge into a single package once a player activates promotional offers. Withdrawal of winnings is typically restricted until the associated bonus wagering requirements are fulfilled, regardless of whether you commenced playing with the bonus funds or real money alone. I trust this explanation addresses the issue. Unfortunately, completing the bonus wagering is necessary to enable the withdrawal of any accumulated winnings.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear CarlosOliveira.76,

As Petronela described, when opting-in for bonus offerings, deposited funds and bonus amounts are merged into a single balance/package. This is also evident in our bonus T&C's, which clearly state:

8. The client may request a withdrawal before meeting bonus wagering requirements. In this case, both bonus money and their derivatives will be removed from the player's balance and the remaining funds will be available for withdrawal.

9. When using an activated bonus, your withdrawable money should be used first and then your bonus money.

10. Any bonus can be canceled before the wagering requirements are met.

We hope this replies your question.

Moving forward, we wish you only positive experiences playing in Rollino Casino.

Kind Regards,

Rollino Team

Dear CarlosOliveira.76,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.