The player from Germany had repeatedly requested account closure due to gambling addiction but did not receive any responses from the casino despite sending over 20 emails. She was still able to deposit money and sought urgent assistance to close her account. The casino eventually closed her account after the complaint was filed but allowed deposits totaling €320 in the interim and declined her refund request for these deposits. Despite multiple follow-ups and an internal appeal by the casino, no refund was granted, and the casino failed to provide a clear final resolution or deposit history. We reviewed the case and concluded that the player was entitled to a refund of €230 due to the delayed self-exclusion handling. Due to the casino’s ongoing delays and lack of satisfactory resolution, the complaint had to be closed as unresolved, negatively impacting the casino’s Safety Index.
Winrolla Casino - Player requests account closure but receives no response.
Failed self-exclusion
Black points: 135
Amount: €230
Winrolla Casino
Safety Index 6.6 Above averageCase summary
Translation
Hello
I've already sent over 20 emails to the casino asking them to close my account. I haven't received a single response. I even had my email address confirmed in the live chat because I thought it might be incorrect. I asked why all my emails were being ignored, and they simply said they were being processed in order. But I've been writing to them for weeks, and all my emails continue to be ignored. Since April 7th, 2026, I've been writing to them daily explaining that I suffer from gambling addiction and demanding they close my account, but again, there's been no response. They're still allowing me to deposit money. No one can access the live chat anymore; they're ignoring me there too. I'm begging you to help me get my account at this casino closed. Thank you.
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Dear Gretche70,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
Self-exclusion request: You can contact the Support Service Team via e-mail at cs@winrolla.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
TranslationHello
I registered with the same email address I used to request account closure. I've been playing at this casino for a while and have already had several withdrawals. My account is verified, and they haven't asked for any further documentation. For weeks, I've been requesting a break daily, and I've just checked all my emails again. I found only one reply to the email I sent on March 23rd. This reply didn't arrive until April 4th, saying they were forwarding it, but nothing happened. So I kept writing, demanding they close my account, but there was no response. From April 7th onward, I wrote daily, explaining that I suffer from gambling addiction and demanding they close my account. I sent you screenshots of these emails. On April 11th, I received the same response: they were forwarding it, but again, nothing happened. On April 12th, I sent the same email again, but they still haven't closed my account or responded. Instead, they're letting me continue depositing and constantly sending me bonus offers.
TranslationHello
Since April 7th, I had written daily stating that I suffer from gambling addiction and that they should close my account. Now, on April 16th, they have replied to all my emails from April 11th to 14th, all with the same email stating that they have closed my account (see screenshot). It seems they only did this because of my complaint.
Since April 8th, I have deposited a total of €320. I would like this money back, because if they had closed my account immediately, I wouldn't have suffered this loss. I have also taken screenshots of the payment history.
Dear Gretche70, thank you for your response. Could you kindly forward the receipts for your deposits made after your self-exclusion request from April 7th? You can reach me via email at attila.g@casino.guru.
Thank you in advance for your reply.
Dear Gretche70, dear Attila,
We have carefully reviewed this case and can confirm the following:
The player’s account was successfully closed on April 15. We also confirm that multiple emails were received from the player. Due to the high volume of incoming messages, the standard self-exclusion procedure (which includes requesting confirmation of the reason, forwarding the request for review, and completing closure within the required timeframe) was unfortunately delayed, as newer emails were continuously added to the queue.
We acknowledge that deposits were made between April 7 (first request) and April 15 (account closure). At the same time, we would like to note that no formal refund request has been submitted by the player directly to the casino.
We kindly ask the player to submit an official refund request to our support team. Once received, the relevant department will review the case thoroughly and make a decision accordingly.
We sincerely apologize for the delay and any distress caused by this situation.
Kind regards,
Winrolla Casino Team
TranslationTo the casino
I replied to your email on April 16th requesting a refund of my €320 deposit, to which, of course, I received no response. You are not responding to any of my emails.
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, Martin (martin.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,
Attila
TranslationTo the casino
I have forwarded to you again the email from April 16th in which I wrote that I would like my deposits back.
I also sent you a new email today requesting a refund again. Let's see if I get a response this time.
Hello Gretche70,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. In case you have any further questions, or in case meaningful developments happen, please do let me know.
Dear casino representative,
please get back to us once you review the player's request. In case the casino won't agree with the player's proposal, I would like to ask you to provide us with the player's full deposit history.
Thank you in advance for providing us with your view of the issue.
TranslationAnd once again, there's no response from the casino. Neither here nor to my email.
Dear Gretche70,
Thank you very much for your message and for confirming that you have sent the refund request.
We would like to clarify that, unfortunately, your email was initially sent as a reply within the previous thread regarding account closure, rather than as a separate request. Because of this, it was not routed to the appropriate department responsible for refund processing, and we only became aware of it after you resent it.
We can confirm that your request has now been forwarded to the relevant team and is currently under review.
We kindly ask for your patience. Please note that the department may contact you to complete a verification process, which is a standard step before proceeding with the refund.
Thank you for your understanding.
Kind regards,
Winrolla Casino Team
Dear casino representative,
thank you for your response. I hope the issue will be resolved soon, please let us know once the review is finalized on your side.
Dear Gretche70,
thank you for your patience, please keep us updated on the status of the issue.
TranslationBecause I sent the request as a reply, it wasn't forwarded? Of course, because no one has read my emails for weeks. And now you only read my separate email because I mentioned it here?
I have no problem with a verification process and am very curious to see if anyone actually gets in touch.
TranslationA reputable casino would react immediately.
Dear Gretche70,
Thank you for your message.
We understand your concerns regarding the response time and would like to clarify the applicable timelines based on our Terms & Conditions.
According to section 6.6.3 of our Refund Policy, once a refund request is properly received, we endeavor to respond within up to 10 business days. Please note that this is the standard processing timeframe for such requests. Additionally, we would like to highlight that, as stated in the same section, all refund decisions are made at the sole discretion of the company.
At the moment, your request has been forwarded to the relevant department and is currently under review in accordance with the above policy. We kindly ask for your patience while this process is completed within the established timeframe.
Thank you for your understanding.
Kind regards,
Winrolla Casino Team
TranslationI requested a refund on April 16th, even though it was just for a response. It was simply ignored. I reminded them again on April 27th, and on April 29th I finally received a reply stating that it had been forwarded. Now you're pointing me to the terms and conditions regarding processing time? You take the terms and conditions seriously, but when someone wants to close their account due to gambling addiction, it's ignored??? Why didn't you close my account on April 7th? Then it wouldn't have come to this. I was already aware that you would delay it even further, sorry.
TranslationI received this email today. First of all, they didn't immediately close my account as they stated, and secondly, not every deposit included a bonus. And what does that have to do with a bonus? They let me continue depositing after ignoring all my emails.
TranslationI find it incredibly brazen that they ignore my emails, send me daily bonus offers to encourage deposits, and then claim I was playing with a bonus. The fact is, they don't care if people suffer from gambling addiction, and then send bonus offers to keep me depositing? Responsible gambling is completely foreign to them? If I hadn't filed a complaint, my account still wouldn't be closed. Besides, I didn't claim a bonus for every deposit; there should be a record of that. The fact remains, however, that they let me continue depositing and completely ignored my gambling addiction.
Dear casino representative,
could you please provide us with an update regarding the review of the player's refund request? Has the casino truly decided to refuse the player's request, or is this an oversight by the support team? If this is your verdict, could you please provide us with the player's deposit history?
As the matter concerns a delayed self-exclusion request related to gambling addiction, I would appreciate if the case could be prioritized accordingly. Please let us know whether the review has been finalized and whether the casino has reached a decision regarding the player's request.
Thank you in advance for your cooperation.
Dear Martin, dear Gretche70,
Thank you for your messages.
We would like to confirm that, according to our records, the player’s account has been excluded from all marketing communications and any promotional offers from the casino side.
Regarding the refund request, we can confirm that the case has been reviewed by the relevant department. The refund request has been declined, and this decision is final.
Thank you
Kind regards,
Winrolla Casino Team
TranslationWhy don't you just send the payment history and bonus history? "Application rejected" is easy to say.
What kind of casino is this that encourages gambling addiction by ignoring emails but sending out daily bonus offers to keep people depositing?
Dear Gretche70,
thank you for your continued cooperation. Can you please tell us what was the first point of contact from the casino? When have you received the first response?
Dear casino representative,
thank you for your clarification. At this point however, it seems unquestionable that the player is fully entitled to a refund. They have sent multiple clear self-exclusion requests to the casino, which have been left unanswered. I acknowledge your explanation regarding the procedural delays, but we do not believe their length is excusable in situations involving problem gamblers.
Based on our current understanding and screenshots provided by the player, we believe they are entitled to a refund of 230 EUR. Please let me know your decision, so we can proceed accordingly.
TranslationHello Martin
I'm not sure which answer you're referring to. I first received a response on April 11th stating that they would forward my request. On April 16th, I received the first email informing me that my account was closed. On May 7th, I received an email stating that my refund had been rejected, without a name. My deposits from April 8th to 15th totaled €320.
TranslationHere again are the receipts for my deposits.
TranslationFurther evidence
TranslationOn April 27th, I requested a refund again, and on April 29th, I received a reply stating that it had been forwarded; the recipient was named Oliver.
Dear Martin, dear Gretche70,
As stated in our previous message, the refund request was declined after review.
We understand your position and the concerns raised. From our side, we will submit an additional internal appeal and ask the relevant team to review the refund request again, specifically regarding the amount of €320.
Please note that we cannot guarantee that this review will result in a positive decision. We will provide an update once we receive further clarification.
Kind regards,
Winrolla Casino Team
Dear casino representative,
thank you for your prompt response and continued cooperation. To clarify, we believe the correct amount is 230 EUR not 320 EUR.
TranslationHello Martin
How did you arrive at 230 euros? I've uploaded the receipts again and highlighted them. I deposited 320 euros between April 8th and 15th. Please check the times.
TranslationHello Martin
I checked my payment history again, and it comes to 320 euros. I don't know how you got 230 euros. I've marked the payments with the time and date.
Translation08.04.26 02:36 +20 Euro
09.04.26 02:22 AM +20 Euro
09.04.26 18:20 +20 Euro
09.04.26 18:31 +30 Euro
10.04.26 02:12 +20 Euro
10.04.26 02:26 +30 Euro
10.04.26 02:33 +20 Euro
10.04.26 17:26 +25 Euro
10.04.26 17:31 +25 Euro
11.04.26 00:09 +25 Euro
11.04.26 02:12 +25 Euro
12.04.26 12:53 PM +20 Euros
14.04.26 03:47 +20 Euro
15.04.26 18:46 +20 Euro
These were my deposits of 320 euros, all documented with screenshots.
Dear Gretche70,
thank you for your continued cooperation. While we believe the time it took to close your account was unnecessarily long, we have to take at least some processing delays in account. If we didn't, self-exclusion would be easily misused by players acting in bad-faith.
Dear casino representative,
if possible, please also provide us with a copy of the player's deposit history.
TranslationI never misused my deposits with any intention whatsoever. It's a shame how it's being portrayed now.
Dear Gretche70,
apologies if we misunderstood each other. I am not accusing you of anything personally, this was just a general statement. If we didn't take any necessary delays into account, other players could write an email to support, and then start playing immediately, abusing the situation and knowing they are playing risk-free.
This is also one of the reasons why it's always best for the casinos to implement a self-exclusion button into player account interface.
Dear Martin, dear Gretche70,
Thank you for your continued cooperation.
As mentioned previously, we have submitted an internal appeal and asked the relevant team to review the case once again. Please note that this is not a standard case, so the additional review may take longer than usual.
We kindly ask for your patience while the matter is being checked again. Once we receive an update, we will inform you accordingly.
Regarding the deposit history, we have also requested it from the relevant department. If needed, we will provide it by email.
Kind regards,
Winrolla Casino Team
Dear casino representative,
thank you for your response.
We will be awaiting your statement. In the meantime, please provide us with the deposit history when available. You can send it to martin.l@casino.guru.
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.
TranslationThe complaint has been ongoing for six weeks. And just as I received no response from the casino for weeks, this is continuing.
TranslationHi Martin, did they even send you the payment history? If not, it's clear that this casino has no interest in resolving this problem.
Dear all,
we just wanted to let you know that we are still checking the case.
Once there is update you will be informed accordingly as soon as possible!
Thank you for the understanding!
Best Regards,
Team Winrolla
Dear casino representative,
thank you for your cooperation so far. As even more time has passed, are you now ready to issue your statement? The case has been opened for quite some time, and I believe it is now time to move it forward.
Dear Martin, dear Gretche70,
Thank you for your continued cooperation.
For privacy and data protection reasons, deposit history can only be provided directly to the account holder. If the player requires this document, we kindly ask to submit a request to our support team using their registered email address. The information will then be sent directly to the player’s email.
Thank you for your understanding.
Best Regards,
Team Winrolla
Dear casino representative,
thank you for your response.
At this point, the complaint has been opened for a considerable amount of time, and we have already reviewed the available evidence. While we acknowledge your explanation regarding the delays, we maintain our position that the player is entitled to a refund of 230 EUR due to the casino's inability to process her gambling addiction-related self-exclusion request within a reasonable timeframe.
Therefore, I would like to ask for a clear and final answer: is the casino willing to refund the player 230 EUR?
Should the casino refuse, please let us know explicitly so that we can proceed with the complaint accordingly.
Thank you in advance for your cooperation.
Dear Martin, dear Gretche70,
We are currently awaiting a response from the relevant department regarding this matter. As soon as we receive further information, we will return with an update.
Thank you for your patience and understanding.
Best Regards,
Team Winrolla
Dear casino representative,
thank you for letting us know, we will be awaiting your final statement.
Dear Martin, dear Gretche70,
We would like to inform you that the case is still under review by the relevant department. We are currently waiting for additional information and will provide an update as soon as we receive it.
We appreciate your understanding and patience in the meantime.
Best regards,
Team Winrolla
Dear casino representative,
thank you for the updates throughout this complaint. Unfortunately, as we have still not received the requested information from the relevant department and no meaningful progress is being made, we will be forced to close this complaint as unresolved.
Dear Gretche70,
I am truly sorry that we were not able to bring this matter to a more positive conclusion.
After reviewing the communication and evidence provided, we maintain our position that your exclusion request was not handled properly, and that a refund of €230 would have been the fair outcome in this case. You repeatedly informed the casino about your gambling problem and asked for your account to be closed, yet you were still able to deposit afterwards.
We also acknowledge that the casino initially continued communicating with us and stated that the matter would be reviewed internally. However, despite several follow-ups and multiple extensions, we have still not received a clear final statement or a concrete resolution. At this stage, the repeated delays in providing a definitive answer have become unreasonable, and it seems we will be unable to reach an agreement in this case.
Unfortunately, since the casino has not resolved the matter or provided a satisfactory final position within a reasonable timeframe, we have no other option but to close this complaint as unresolved.
This will negatively affect the casino’s Safety Index on our website.
I am truly sorry we could not help you recover the disputed funds, but thank you for your patience and cooperation throughout the process.
Best regards,
Martin
