The player from Germany insists on a refund of €14,570 after requesting account closure due to gambling addiction, which was not honored by WinRolla. He has documented evidence of his request and interactions with the casino that indicate his account should have been blocked.
Winrolla Casino - Player demands refund after account closure request was ignored.
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Winrolla Casino
Safety Index 7.1 Above averageCase summary
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1 month ago
Translation
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
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1 month ago
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.
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1 month ago
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
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1 month ago
TranslationHello Tomas,
Thank you very much for your message and the opportunity to provide further information.
I will gladly answer your questions.
- Do you currently have access to your account?
No. I currently no longer have access to my account.
My account was only blocked after I contacted the casino about my gambling addiction and requested a refund of my deposits. Since then, I haven't been able to access the account. That must have been around the middle of this year.
- When were you last able to make a deposit at the casino?
My last deposit was made on February 22, 2026.
- Have you already applied for self-exclusion?
Yes.
While reviewing my emails and documents, I rediscovered the original live chat.
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 received the answer at 1:15 pm:
"I have forwarded all the information you told me."
I therefore assumed that my application for a ban due to gambling addiction had been forwarded to the responsible department.
The reason I didn't initially mention this live chat was as follows: In connection with another casino, Winrolla informed me that although the same technical infrastructure and backend systems are used, self-exclusion doesn't automatically apply to both casinos and must be requested separately for each one. Therefore, I initially assumed that my correspondence at the time was complete. Only now, upon reviewing my emails again, did I rediscover the live chat from October 22, 2025, in which I directly requested that Winrolla immediately block my account due to gambling addiction.
Shortly after this live chat, the VIP team contacted me and asked for the reason for the account closure. I explained that I didn't want to suffer any further losses and had tried to recover my losses.
Instead of implementing my already submitted blocking request, I was asked not to close my account and to reconsider my decision.
Only after I mentioned my gambling addiction in connection with the other casino in mid-2026, and assumed that both casinos knew about it, was I banned.
- Has the casino responded to your refund request?
Yes.
The casino rejected my refund request.
The casino justified its decision by referring to its terms and conditions and stating that I was responsible for the legality of online gambling in my country. Furthermore, the casino informed me that a refund was not possible because the deposits in question had already been used for betting.
However, the casino did not address my documented request for a ban due to gambling addiction dated October 22, 2025, nor the subsequent communication, in its response.
I replied again, pointing out that my account should have been blocked after my blocking request and therefore no further deposits should have been accepted. I have not yet received a reply to this message.
Thank you for your support.
Best regards
Blackyblack
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1 month ago
Thanks for your patience.
You wrote:
While reviewing my emails and documents, I rediscovered the original live chat.
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 received the answer at 1:15 pm:
"I have forwarded all the information you told me."
Kindly forward the evidence ot this communication to my email at tomas@casino.guru, as it wasn't included in your previous complaint submissions.
Thanks in advance for your cooperation.
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1 month ago
TranslationHello Tomas
I forwarded the email from the live chat to them.
Best regards
Blackyblack
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1 month ago
TranslationHello Tomas,
Because Winrolla still hasn't replied to my last email, I've just sent another one and copied you on it.
So you have the entire history.
Initially, I assumed that Winrolla had access to my data, as I had received it from another casino where I was blocked. However, I only later discovered the email from the live chat in which I explicitly requested a ban due to gambling addiction at Winrolla.
Firstly, I demand my deposits back, and secondly, I see a significant problem with data protection due to the incorrect data I received.
Edited
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1 month ago
TranslationHello Tomas,
I would like to briefly inform you that I have contacted Winrollla again.
Unfortunately, the casino once again simply referred to its terms and conditions and once again did not respond to my documented request for exclusion due to gambling addiction dated October 22, 2025.
Therefore, I contacted Winrollla again today, referring to the live chat and my self-exclusion request, and asked the casino to address my questions substantively within 7 days.
I have copied (CC) you on this email so that you can also view the further correspondence.
Thank you for your support.
Best regards
Blackyblack
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1 month ago
Dear Blackyblack,
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, Matej (matej.l@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
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4 weeks ago
Hello Blackyblack, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.
I’d like to invite a representative of Winrolla Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
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3 weeks ago
TranslationHello Matej,
Thank you very much for the kind message and for taking on my case.
I am pleased that you are now investigating the case further and requesting a statement directly from Winrolla. I have already provided the relevant information and evidence regarding the self-exclusion. Should you require any further documents or information, I will of course be happy to send them to you.
Many thanks also to Tomas for his support so far and for forwarding my case to you.
I hope that the matter can now be clarified together with Winrolla.
Thank you so much for your support and your time.
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3 weeks ago
Dear Player,
Thank you for reaching out.
Your case has been forwarded to the appropriate department for review. We will notify you as soon as an update becomes available.
Best regards,
Winrolla Casino Team
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3 weeks ago
TranslationHello Winrolla Casino Team,
Regarding the documented ban request due to gambling addiction, I contacted you on July 28, 2026, with the corresponding proof of the live chat. I have not yet received a concrete response or solution.
Yesterday I contacted you again by email, explained the situation once more and also provided you with my bank details for the requested refund.
My claim for a refund has been pending for several months. It initially stemmed from the GDPR data being mixed up or incorrectly transmitted. Since I had already been banned from another casino due to gambling addiction, I initially assumed, based on this data issue, that Winrolla might also have this information.
Only later did I find the specific live chat from October 22, 2025, in which I had explicitly asked Winrolla to immediately block my account due to gambling addiction.
I therefore ask you to take this entire matter into account in your review and now specifically address the documented blocking request and my demand for reimbursement.
Best regards
Blackyblack
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2 weeks ago
TranslationHello Matej,
I have since seen that Winrolla, via Anjouan Gaming, is also subject to an approved ADR body at Axion ADR.
Since my case specifically concerns the documented self-exclusion due to gambling addiction and the subsequent deposits, I am considering submitting the case there as well.
I wanted to inform you about this in advance and ask if this makes sense from your point of view, or if it would have any impact on the ongoing processing by Casino Guru.
Thank you!
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1 week ago
Dear Blackyblack, if we can't reach a result that both sides would be agreeable to, my next step would be recommending you to lodge a complaint with Anjouan-approved ADR service. If you lodge a complaint before we are finished, I will have to postpone this case on our end, as ADR's ruling could overrule our mediation. So this is all up to you - either give the casino few more days to reach an agreement, or start ADR processing right now. Just let me know if you involve the ADR, so I can postpone the case and wait until the results. Thank you.
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1 week ago
TranslationHello Matej,
Thank you very much for the feedback and the explanation.
I will give Winrolla a few more days to find an acceptable solution and wait for further developments within the framework of the mediation.
Should no acceptable solution be reached, I will contact the arbitration body recognized by Anjouan and inform you accordingly.
Thank you for your support.
Best regards
Blackyblack
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1 week ago
Dear all,
First of all, we would like to thank you for your patience and understanding.
To provide an update: We are currently reviewing all applicable information in order to provide a suitable solution.
Best regards,
Winrolla Casino Team
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1 week ago
Dear Winrolla Casino, I hope the investigation can be concluded shortly, and if any sensitive data needs to be shared as evidence, feel free to e-mail me at matej.l@casino.guru. Nothing will be shared or forwarded, and it will be used for internal investigation only. Thank you.
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6 days ago
TranslationDear Winrolla Casino, dear Matej,
I would like to briefly add that I still have not received any feedback from Winrolla.
I have still not received any response to my last email from August 21, 2026.
I understand that Winrolla wants to review the matter internally first. However, since some time has passed again and my last direct contact also went unanswered, I would like to know when a concrete statement or the result of the review can be expected.
In particular, I continue to hope for a concrete answer to the documented self-exclusion request of October 22, 2025, and the subsequent proceedings.
Many thanks, especially to Matej for his further support in clarifying the matter.
Best regards
Blackyblack
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6 days ago
I am still waiting for the message from casino representative myself. If I hear back, I will post an update ASAP.
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5 days ago
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.
