Rollino Casino - ボーナス操作の疑いにより、プレイヤーのアカウントが閉鎖されました。

Casino closed my account with money with the following reason:

"Rollino Casino's Risk Department has completed a detailed investigation of your account PLAYER4971104. 

Account PLAYER4971104 - failed the casino security check. 

When reviewing your game session it was found a violation of the project rules, namely:

13.4.9. In the event of bonus manipulation player activity, Rollino is entitled to void all bets, withhold and forfeit all money in the player's account, and terminate the player's account.

- It is forbidden to engage in any bonus manipulation activities.

Due to the discovered violations and bonus abuses, your balance has been canceled, and your account has been closed without the right to reopen.

According to the rules of the project, you are forbidden to play on this site. The casino is not responsible for you opening a new account and any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and will not be reviewed."

I do not agree because I played without bonus. This was my second deposit in this casino.l

Dear tedfranck88,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please confirm that you never activated any bonuses in this casino, including no-deposit bonuses, free spins, welcome bonus packs, or deposit bonuses?

Have you ever participated in any of the casino's tournaments?

Could you kindly specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

Hello Veronika

Please see replies to your questions below:

Can you please confirm that you never activated any bonuses in this casino, including no-deposit bonuses, free spins, welcome bonus packs, or deposit bonuses?

 - Yes, I used the first welcome bonus (100%), which I lost. As for my second deposit - I played without bonus

Have you ever participated in any of the casino's tournaments?

 - No I did not

 Could you kindly specify what games you played? Were they slots, live casino games, or did you participate in sports betting?

 - I played only one game: Legion Hot1 - this is a slot same.

Have you made any successful withdrawals from this casino before?

 - No I did not

Thank you very much, tedfranck88, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, tedfranck88!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello tedfranck88,

Please note that your account has been closed for evident bonus manipulation that occurred on our platform, which stands in clear violation of Rollino's T&Cs.

On 19.06.24 you've made your first deposit in the amount of 74.2326 EUR, opting-in for the 200% 1st deposit welcome bonus. On 21.06.24 you've activated the 1st deposit bonus in the amount of 148.46 EUR and started playing. The first deposit along with its bonus were wagered primarily on the game Legion Hot 1.

It shall be noted that throughout your 1st deposit gameplay, you've accumulated in-game free spins on the game Legion Hot 1, which were left unused.

On 21.06.24, after finishing the first deposit balance, you've made your second deposit in the amount of 28.8454 EUR, this time without a bonus. This deposit was again wagered primarily on the game Legion Hot 1.

It shall be noted that throughout your second deposit gameplay, you've used the previously accumulated and unused Legion Hot 1 in-game free spins from the 1st deposit bonus.

As per Rollino's Bonus T&C's: 13. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.

As per Rollino's T&C's: 13.4.9. In the event of bonus manipulation player activity, Rollino is entitled to void all bets, withhold and forfeit all money in the player’s account, and terminate the player’s account

We hope that the aforementioned explanation clarifies the reason for your account closure.

Kind Regards,

Rollino Team

Rollino Team, thank you for the detailed explanation! Could you, please, send the player's game history or any evidence that shows that the player was delaying rounds?

Dear Pavel,

The requested evidence has been sent to your email pavel.k@casino.guru.

Kind Regards,

Rollino Team

tedfranck88, do you have any comments regarding facts mentioned above?

I played mostly only one game. and I played it wilth bonus money and with real money as well ( a a separate deposit that i made, without claiming bonus)

I never close or interrupt the game during the playing session and did not bought any free spins and bonus games inside the slot.

The casino team is still waiting for the provider's response, therefore, I am prolonging the timer for 7 more days.

We still have an ongoing communication between us and the casino, so I am prolonging the timer for 7 more days.

tedfranck88, we have received multiple evidence and a detailed explanation from the casino how exactly you have abused the in-game feature. Unfortunately, with these facts in mind, I must now reject your complaint. Please, abstain from using such strategies in other casinos in the future.