Winrolla Casino - Se ha retrasado el pago de las ganancias del jugador.

Two withdrawals still pending despite 96-hour maximum processing promise

I am filing this complaint regarding two pending withdrawals from Winrolla.

On 22 August 2026, I made two deposits to my Winrolla account, €500 and €180. No bonus was claimed or used in connection with these deposits.

On 24 August 2026, I requested a withdrawal of €500. On 25 August 2026, I requested a second withdrawal of €264.

Both withdrawals are still showing as pending.

Winrolla states that withdrawals are processed within a maximum of 96 hours. This timeframe has now passed, yet neither withdrawal has been processed or paid.

I have contacted Winrolla customer support several times regarding the delay. So far, I have only received general explanations and no concrete reason for why the withdrawals remain pending or when they will actually be processed.

I have also proactively offered to complete any account verification that may be required. However, Winrolla’s support has told me that verification is not currently necessary. I find this particularly concerning because, if verification is ultimately required, it could introduce another unnecessary delay after the withdrawal has already been pending for several days.

I have complied with the relevant requirements and there is no bonus-related issue involved. I am therefore asking Winrolla to:

Process and pay both outstanding withdrawals immediately;

Provide a specific explanation for why the withdrawals have remained pending beyond the stated maximum 96-hour processing period; and

Confirm whether any verification or other documentation is actually required from me. If so, I am ready to provide it immediately.

The total amount currently pending is €764 (€500 + €264).

Attached I provide screenshots of the withdrawals, deposit history and customer-support conversations. 

I would appreciate Casinogurus’ assistance in resolving this matter and obtaining the €764 that is currently pending.

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.

Dear PS84,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

as I wrote, the casino hasn’t done anything yet. Everything is pending. I don’t think this is acceptable.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PS84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean