Winrolla Casino - Player’s deposit has been rejected.

This casino has horrible customer service. I did a deposit of 3100 dollar in USDT. I have proof of the amount being sent to my Winrolla wallet. The transaction was completed in my crypto wallet, but they refuse that they received it. Even though the transaction hash proves otherwise. Now support have started to ignore me. I have sent them hash, screenshots and everything to prove it. They probably hope I will just give up and forget about it.

The deposit says "rejected" at Winrolla and lt proves that it was sent. How would they even know about the transaction if it did not reach my wallet?

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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 I can better understand the situation.

• Have you made previous successful deposits in the casino using the same payment method?
• Could you please share the full hash of the transaction so we may independently verify that the transactions were successful?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

When I have reached out the last days this comes up everytime and nobody ever joins even if I wait for a long time

I have sent them my USDT adress and they claim it is not "suitable" for refund. They are just making up things at this point. Everybody can send crypto to whatever wallet they want.

Dear Slabb,

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, Stefan (stefan.m@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

Dear Slabb,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Winrolla Casino to join this conversation and assist in addressing the complaint.

Dear Winrolla Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

They refuse to send me money because my adress is "High risk". Even if I have sent several adresses from different wallets. I have never had any issues with this. Trust Wallet is probably the most used wallet except exchanges. And why do they care? As long as they send the money to my wallet and send Hash, they have done their part. This is like saying "you should change bank, your bank is high risk".

I have sent you one usdt adress from trust wallet and one from exodus. Including a LTC adress. I have never had this issue at any other casino. Just send to my wallets like every other casino do. It have already been over 2 weeks. It can not be anything wrong with all these wallets.

I am not going to download 3 more wallet for you to come up with another excuse. Send my money and get over with it.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once transfer has been processed and completed.

Thank you for your cooperation.

Kind regards,

Winrolla Casino Team

Like, I have said. You have said this about several wallets! What can I do when you do not accept any normal crypto wallet? As long as I accept that you send to that wallet it will be my problem if it is "high risk"

And can you tell about a "low risk" wallet?

Dear Player,

We completely understand your frustration with this process and sincerely apologise for the ongoing inconvenience.

We have pushed your case to our payment provider to see if we could bypass these checks. However, they have confirmed that their automated clearing systems physically prevent them from initiating transfers to addresses that do not meet their internal security protocols. Because of this, we cannot simply override the system and send it anyway, even at your own discretion.

Unfortunately, due to compliance policies, the provider cannot share the exact backend criteria used to evaluate wallet addresses.

In order to get this resolved and release your funds, we kindly ask you to provide one more alternative personal wallet address—ideally from a completely different exchange or wallet application. As soon as you reply with a new address, we will submit it for immediate processing.

Best regards,

Winrolla Casino Team

Dear Slabb,

Could you please let us know whether you have created a new crypto wallet for the purpose of withdrawing your funds?

A newly created wallet address should generally not be considered a high-risk wallet, as it would have no prior transaction history associated with it. If you have already created one, please let us know whether you have provided the new wallet address to the casino and whether there has been any progress regarding your withdrawal.

We look forward to your response.

Dear Player,

We are very pleased to bring you a positive update regarding your pending refund.

Our payment provider has successfully reviewed and approved your latest wallet address. The transaction has cleared their verification process and is now being queued for payout.

Our team is monitoring this closely, and we will send you another notification the moment the transfer is fully processed and on its way to your wallet.

Thank you so much for your immense patience and cooperation throughout this process.

Kind regards,

Winrolla Casino Team

Dear Slabb,

Could you please confirm whether you have received the funds successfully?

Once we receive your confirmation, we will be able to determine the next steps regarding the complaint.

I look forward to your response.

They have only sent 1 of my 2 missing deposits. Like, come on! I have sent them all evidence they need, but they try all they can to scam me. Still need the biggest deposit

Dear Player,

We apologize for the inconvenience, but our payment provider has requested an alternative crypto wallet address to process your refund. The previous address provided is only compatible with the LTC network, which cannot be used for this transaction.

To complete the refund, please provide a secure wallet address supported by any of the following networks:

Ethereum (ERC20)

BSC (BEP20)

Tron (TRC20)

Solana

Please reply directly to this message with your updated address and the network type so we can get this processed for you as quickly as possible.

Kind regards,

Winrolla Casino Team

Dear Winrolla Casino Team,

The player has already provided the ERC-20 cryptocurrency address to which part of the funds have previously been refunded.

We kindly request that the remaining outstanding balance be refunded to the same wallet address without further delay.

Please confirm once the transaction has been processed.

We look forward to your response.

Dear Player,

We are contacting you with an update regarding your refund.

Received instructions from the provider to request an alternative "low-risk" wallet address from the you to facilitate the refund of the remaining balance.

Please reply directly to this message with your updated wallet details at your earliest convenience so we can move forward with this process.

Thank you,

Kind regrads,

Winrolla casino Team

Dear Slabb,

I hope this message finds you well.

To expedite the process, it would be best if you could provide a new "low-risk" crypto wallet address at your earliest convenience. Would this be possible?

I look forward to your response.

Haha, you already sent 1500? Why can you not send to this wallet suddenly?

Dear Winrolla Casino,

Thank you for your response.

Could you please explain why the remaining funds cannot be sent to the same crypto wallet address to which the previous payment of $1,500 was successfully processed?

Based on the information provided, it is unclear why an alternative "low-risk" wallet address is now required when the original wallet address was previously accepted and used for a successful transaction.

We would appreciate clarification regarding this matter so that we can better understand the reason for this request and assist in resolving the issue as efficiently as possible.

I look forward to your response.

Dear Stefan,

Thank you for reaching out.

To address your query, the request for an alternative wallet address comes directly from our payment processor and is outside of our direct control. The provider has notified us that they are unable to send any further funds to the previously used crypto wallet, and they have mandated a "low-risk" alternative address to complete the remaining refund.

Because we must follow our payment gateway's strict processing requirements to release the funds, we cannot bypass this step.

We appreciate your understanding and look forward to receiving the player's updated wallet details so we can swiftly resolve this case.

Best regards,

Winrolla Casino Team

Dear Player,

Thank you for providing your wallet details.

Regarding your refund, our payment provider has informed us that they are unable to process transactions over the Bitcoin (BTC) network for this payout. To successfully complete your refund, the provider requires a wallet address hosted on one of the following supported networks:

Ethereum (ERC20)

Binance Smart Chain (BSC / BEP20)

Tron (TRC20)

Solana

Once we receive the updated network details, we will immediately pass them to our provider to finalize your payout.

Best regards,

Winrolla Casino Team

Dear Winrolla Casino,

Thank you for your response.

The player has now provided a Solana wallet address, which is one of the supported networks listed by your payment provider.

Therefore, I would like to kindly ask you to proceed with the refund and transfer the player's remaining funds at your earliest convenience.

Thank you for your cooperation. I look forward to your confirmation once the payment has been processed.

Dear Player,

Thank you providing us with payment details.

Rest assured that we will notify you once payment has been processed and completed.

Thank you for your cooperation.

Kind regards,

Winrolla Casino Team

Dear Slabb,

Could you please confirm whether you have received the funds in your wallet?

I look forward to your response.