Winrolla Casino - El jugador exige un reembolso después de que su solicitud de cierre de cuenta fuera ignorada.

Dear Casino Guru Team,

I would like to file a complaint against WinRolla.

While reviewing my emails and documents, I rediscovered an important part of the communication that documents the course of my case.

In total, I have deposited €14,570 with WinRolla.

Since I explicitly wanted my account blocked due to gambling addiction and this request was not granted in my view, I demand a refund of my deposits amounting to €14,570.

On October 22, 2025 at 1:09 PM I wrote in the live chat:

"Hello. I would like my account to be blocked immediately due to gambling addiction."

I have therefore explicitly requested the immediate suspension of my account due to gambling addiction.

At 1:15 pm I received the following reply:

"I have forwarded all the information you told me."

I could therefore assume that my application had been forwarded to the responsible department.

I received a message from the VIP team at 1:27 PM:

"Hello! I heard you want to close your account, is that really true? Can you please tell me why?"

I replied to that at 1:28 PM:

"Hello, there will be absolutely no profit and I don't want any losses. I had tried to recoup the losses and I don't want to do that. Thank you."

I received the following reply:

"But I want to tell you not to close your account so quickly. Believe me, everyone goes through phases like this. Luck can be really fickle sometimes, but it always comes back. Please – I'm on your side and I want you to feel comfortable here. Please think about it a little more."

From my perspective, the crucial point is that I had explicitly requested the immediate closure of my account due to gambling addiction even before contacting the VIP team. According to the live chat representative, this request was forwarded. Nevertheless, my request for account closure was not implemented. Instead, I was asked not to close my account.

I therefore ask you to review the described situation based on the attached screenshots of the live chat, the email correspondence and the transaction overview, and to support my complaint.

Thank you for your time and support.

Best regards

Sehr geehrtes Casino Guru Team,

ich möchte eine Beschwerde gegen WinRolla einreichen.

Bei der Durchsicht meiner E-Mails und Unterlagen habe ich einen wichtigen Teil der Kommunikation wiedergefunden, der den Ablauf meines Falls dokumentiert.

Insgesamt habe ich 14.570 € bei WinRolla eingezahlt.

Da ich mein Konto ausdrücklich wegen Spielsucht sperren lassen wollte und diesem Antrag aus meiner Sicht nicht entsprochen wurde, fordere ich die Erstattung meiner Einzahlungen in Höhe von 14.570 €.

Am 22.10.2025 um 13:09 Uhr schrieb ich im Live-Chat:

„Hallo. Ich möchte bitte mein Konto wegen Spielsucht sofort sperren lassen."

Damit habe ich ausdrücklich die sofortige Sperrung meines Kontos wegen Spielsucht beantragt.

Um 13:15 Uhr erhielt ich folgende Antwort:

„I have forwarded all information you told me."

Ich durfte daher davon ausgehen, dass mein Antrag an die zuständige Abteilung weitergeleitet wurde.

Bereits um 13:27 Uhr erhielt ich eine Nachricht vom VIP-Team:

„Hallo! Ich habe gehört, du willst dein Account schließen, ist das wirklich so? Kannst du mir bitte sagen, wieso?"

Darauf antwortete ich um 13:28 Uhr:

„Hallo, es kommt absolut kein Gewinn und möchte keine Verluste haben. Hatte versucht die Verluste wieder rauszuholen und das möchte ich nicht. Danke."

Darauf erhielt ich folgende Antwort:

„Ich möchte dir aber sagen, dass du dein Konto nicht so schnell schließen sollst. Glaub mir, jeder hat solche Phasen. Das Glück kann manchmal richtig launisch sein, aber es kommt auch wieder zurück. Bitte – ich bin auf deiner Seite und will, dass du dich hier wohlfühlst. Denke darüber noch ein bisschen nach, bitte."

Aus meiner Sicht ist entscheidend, dass ich bereits vor der Kontaktaufnahme mit dem VIP-Team ausdrücklich die sofortige Sperrung meines Kontos wegen Spielsucht beantragt hatte. Dieser Antrag wurde nach Aussage des Live-Chat-Mitarbeiters weitergeleitet. Dennoch wurde mein Sperrwunsch nicht umgesetzt. Stattdessen wurde ich gebeten, mein Konto nicht zu schließen.

Ich bitte Sie daher, den geschilderten Sachverhalt anhand der beigefügten Screenshots des Live-Chats, der E-Mail-Korrespondenz sowie der Transaktionsübersicht zu prüfen und meine Beschwerde zu unterstützen.

Vielen Dank für Ihre Zeit und Ihre Unterstützung.

Mit freundlichen Grüßen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Winrolla Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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