Winrolla Casino - Player’s account closure request is ignored.

I would like to file a complaint against Win Rolla Casino regarding their failure to process my account closure request and their complete lack of response.

I initially requested the closure of my account in March 2026. Since then, I have sent multiple follow-up emails asking for confirmation that my account has been permanently closed. Unfortunately, I have not received any response from the casino, and my account remains open to this day.

This situation is very concerning, as I have clearly expressed my intention to close my account, and the casino is obligated to respect such requests in a timely manner. Their failure to respond or take action raises serious concerns about their customer support practices and compliance with responsible gaming standards.

I kindly ask for your assistance in resolving this matter and ensuring that my account is permanently closed without further delay.

If needed, I can provide copies of my email correspondence as evidence of my attempts to contact the casino.

Thank you for your support.

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Dear tipico208,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru. If possible, kindly send me the entire email thread, not just screenshots.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello Veronica, I'd be happy to send you the screenshots from Writer. Thank you so much.

Dear tipico208,

Thank you for bringing this matter to our attention.

We have reviewed the case and can confirm that, according to our records, the account has been successfully closed.

At this point, no further access to the account should be possible. If the player experiences otherwise or has any additional concerns, we kindly ask them to let us know so we can investigate further.

Thank you for your cooperation.

Kind regards,

Winrolla Casino Team

Dear Winrolla Casino Team,

Thank you for reaching out to us and for confirming that the player's account has now been closed.

Dear tipico208,

Please let us know if there is anything else we can help you with or if you consider the case to be resolved. Thank you for your cooperation.

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

Dear tipico208,

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,

Veronika