Rollino Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

On February 15, 2026, I registered on the platform and deposited €500 with a 200% welcome bonus + 100 free spins. After depositing, I activated only the free spins and played, winning approximately €45. I then continued playing with my real balance without activating the other bonus to see what would happen. My balance dropped to a maximum of €200 however with one bet it increased to over €1000. To my surprise, when I completed the free spins rollover, the entire amount was removed, leaving me with just €100. Faced with this scenario, what is the point of a player depositing more than €100 to activate the free spins knowing that they will always lose that amount? It should also be noted that the clause stating that the free spins cannot generate more than €100 is not present in the terms and conditions when clicking on the bonus banner and is only described in the more detailed version, hiding this important detail from the player. I play at several online casinos with different conditions and I have never come across a situation where I have lost an amount that was rightfully due to me because of a hidden and meaningless condition created only to mislead the player.

I sent this email to the casino's support team asking for my money back and informing them that I would report the situation to the relevant authorities. They blocked my account (User deactivated for gambling addiction) and also on another platform (Casabet), where I had been playing without any problems until then.

Em 15 de fevereiro de 2026, registrei-me na plataforma e depositei €500 com um bônus de boas-vindas de 200% + 100 rodadas grátis. Após o depósito, ativei apenas as rodadas grátis e joguei, ganhando aproximadamente €45. Em seguida, continuei jogando com meu saldo real sem ativar o outro bônus para ver o que aconteceria. Meu saldo caiu para um máximo de €200 entretanto com uma aposta aumentou para mais de €1000. Para minha surpresa, quando completei o rollover das rodadas grátis, todo o valor foi removido, deixando-me apenas €100. Diante desse cenário, qual o sentido de um jogador depositar um valor superior a €100 para ativar as rodadas grátis sabendo que vai sempre perder esse valor? Deve-se notar também que a cláusula que afirma que as rodadas grátis não podem gerar mais de €100 não está presente nos termos e condições ao clicar no banner do bônus e só é descrita na versão mais detalhada, ocultando esse detalhe importante do jogador. Jogo em vários cassinos online com diferentes condições e nunca me deparei com uma situação em que perdi um valor que me era devido por direito, por causa de uma condição oculta e sem sentido, criada apenas para enganar o jogador.

Enviei este e-mail à equipe de suporte do cassino solicitando meu dinheiro de volta e informando que denunciaria a situação às autoridades competentes. Eles bloquearam minha conta (Usuário desativado por vício em jogos de azar) e também em outra plataforma (Casabet), onde eu jogava sem problemas até então.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share any evidence of the incident, and share specifics of the bonus you activated and played?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Good evening,

In response to your questions, I would like to point out that the bonus used was a first deposit bonus, Welcome Bonus on First deposit: 200% bonus up to €1,000 + 100 Free Spins on the Sugar Pop slot (BetSoft);

As described in the conditions presented in the bonus banner, nothing is said about the limits of the free spins, only at the end does it say that we can read more details of the bonus in the full terms and conditions. However, I think that a condition that, regardless of the amount deposited, adds 200% up to €1,000, inviting a larger deposit, should not exist, or at the very least, should be made explicit in the bonus banner.

At the moment another issue arises, when I open the casino page, it informs me that it is not possible to play in my region, when on the general terms and conditions page nothing indicates that it is impossible to register players from Portugal.

I'll leave you the screenshots I have of these issues and I'll be happy to answer any questions you may have.

Best regards,

Milton ****

Boa noite,

Em resposta às perguntas, indico que o b´ónus usado foi de primeiro depósito, Welcome Bonus on First deposit: 200% bonus up to €1,000 + 100 Free Spins on the slot Sugar Pop (BetSoft);

Como descrito nas condições apresentadas no banner do bónus nada é informado sobre limites das free spins, apenas no final refere que podemos ler mais detalhes do bónus nos termos e condições completos. No entanto julgo que uma condição em que independente do montante depositado, e que junta 200% até 1000€ convidando a um depósito maior não deveria existir ou no mínimo, deveria estar explicito no banner do bónus.

No momento surge outra questão, quando abro a página do casino, informa que não é possível jogar na minha região, quando na página dos termos e condições gerais nada indica a impossibilidade de registo de jogadores de Portugal.

Vou deixar os prints que tenho comigo sobre estas questões e estarei ao dispor para mais esclarecimentos.

Cumprimentos,

Milton ****

Thanks for sharing this information.

I tried accessing the casino using a Portuguese VPN and was allowed to access the webpage. Please let me know if you are still experiencing these difficulties.

From our point of view, the particular welcome bonus you activated has its win limit specified in the particular terms and conditions https://rollino.site/en-gb/promo/item/welcome-bonus-on-first-deposit-2

Please allow me to recap the situation as I understood it.

You deposited, and after playing with free spins, the balance appeared to be 1545€ (500€ deposit + 1000€ bonus + 45€ winnings from the 100free spins unwagered)

After you had progressed both the wagering of your free spins and the main bonus, the amount was capped at 100€.

Please let me know if there are any details I might have misunderstood, and please let me know if you remember in which order the wagering of the bonus was achieved.

Looking forward to your reply.

Good afternoon,

First of all, I can confirm that I can now enter the casino page, it must have been a problem with the website address, because I tried to enter through the link that I had previously accessed. Now I've tried again and it works, but my account is still blocked.

Regarding the whole situation, I'll try to explain it simply, I made a deposit of €500 and chose the bonus you mention in the previous message but only activated the free spins, played them and got €545. Without activating the other bonus, I kept playing and when I was about €200 in balance, it hit and I was up to just over €1,000. In other words, I understand that the balance is mixed, but even so, what sense does it make for them to allow high deposits when they know that as soon as we activate the free spins we'll only be able to withdraw €100? If I deposited €5,000 and activated the FS I would always withdraw €100 at most... I only understand that it's done this way so that people who don't understand the conditions well (and there will be many) lose all their money in a misleading way. I play at several casinos and have never had such a problem. I know that bonuses have conditions, but seeing my real balance of €500 go down to €100 even though I'm winning is a first.

I'll be happy to answer any questions you may have.

Best regards.

Boa tarde,

Primeiro de tudo, confirmo que já consigo entrar na página do casino, deveria ser algum problema com o endereço do site, pois tentei entrar pelo link que já acedia anteriormente. Agora tentei de novo e funciona, apenas continuo com a conta bloqueada.

Relativo a toda a situação, vou tentar explicar de forma simples, fiz um depósito de 500€ e escolhi o bónus que menciona na mensagem anterior mas apenas ativei as free spins, joguei as mesmas e fiquei com 545€. Sem ativar o outro bónus fui jogando e quando estava com cerca de 200€ de saldo bateu um hit e passei para pouco mais de 1000€. Ou seja, eu entendo que o saldo seja misturado, mas mesmo assim que sentido faz permitirem depósitos altos quando sabem que, mal ativamos as free spins só vamos poder levantar 100€? Se depositasse 5000€ e ativasse as FS ia sempre levantar 100€ no máximo... só entendo que seja feito dessa forma para as pessoas que não entendem bem as condições (e serão muitas) perderem todo o dinheiro de forma enganosa. Jogo em vários casinos e nunca tive tal problema. Sei que os bónus têm condições, mas ver o meu saldo real de 500€ passar para 100€ mesmo estando a ganhar é a primeira vez.

Estarei ao dispor para esclarecimentos adicionais.

Cumprimentos.

Hello pRoZz1ni,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear pRoZz1ni,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear pRoZz1ni,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Rollino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Rollino Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.