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.