The player from Austria reports that after fulfilling the wagering requirements for a deposit bonus at Winrolla, his balance of €1,480 was unexpectedly reduced to €80 without prior notice. He asserts that there were no clear payout limits specified in the bonus conditions and has requested a full restoration of his balance.
Winrolla Casino - Player's bonus profits have been reduced.
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Winrolla Casino
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3 days ago
Translation
**Casino:** Winrolla
**License:** Anjouan
**Type of complaint:** Bonus / Profit reduction
**Disputed amount:** €1,400 (reduced from €1,480 to €80)
I used a **deposit bonus** at this casino and properly fulfilled the full **wagering requirement of approximately €2,600**.
After fulfilling the bonus conditions, my balance was **€1,480**.
Subsequently, my credit balance was **unilaterally and without prior notice** reduced to **€80**.
### Important points:
* This was explicitly a **deposit bonus**, not free spins or a no deposit bonus.
* **In the bonus menu and in the displayed bonus conditions**, **no maximum payout limit**, **no 5x limit** and **no €80 cap** were specified.
* I have thoroughly reviewed the **entire terms and conditions**.
The payout limits mentioned there (e.g. for free spins or no deposit bonuses) are **clearly regulated separately** and **not applicable to deposit bonuses**.
* Despite repeated requests, support was unable to provide me with any specific terms and conditions or bonus clause that justifies this reduction.
### Why I am filing the complaint:
In my view, the reduction of my credit balance constitutes a **subsequent, non-transparent contract amendment**.
Without a clearly communicated limit in advance, there is **no legal or contractual basis** to cap profits retrospectively.
### Desired solution:
I demand the **full restoration of my balance (€1,480)
### Proofs:
* Screenshots of the bonus menu
* Screenshots of the relevant terms and conditions
* Balance before and after the reduction
* Communication with support
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Automatic translation:
Public
Public
20 hours ago
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Public
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20 hours ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link to the bonus you activated and played with? If you only have screenshots, would it be possible to include screenshots of the rules for this specific bonus as well?
- Have you contacted the casino’s customer support after your winnings were reduced? If so, what explanation were you given?
- Have you previously accumulated winnings using bonuses at this casino? If yes, were your winnings ever capped in a similar way?
- Could you please send me a screenshot of your bonus history so we can verify that no other bonuses were active apart from the 33% bonus up to €777?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
