Winrolla Casino - Player’s self-exclusion request has been ignored.

Am 05.09.2026 habe ich den Mitarbeiter Michael des Winrolla Casinos im Live Chat geschrieben, dass ich mich aufgrund von Spielsucht mit sofortiger Wirkung sperren lassen möchte. Vorallem dauerhaft.

Der Mitarbeiter hat meiner Aufforderung nicht Folge geleistet & hat auf die Email cs@winrolla.com verwiesen.

Ich habe ihm mehrfach mitgeteilt, dass er SOFORT und AUGENBLICKLICH handeln muss.

Er hat auch danach wieder nichts unternommen.

Mein Konto wurde nicht gesperrt, wieder wurden mir Emails mit einem Bonus geschickt und ich konnte mich in diesem Fall nicht schützen.

Ich habe auch schon bei der Anjouan Lizenz Behörde Beschwerde über das Winrolla Casino eingereicht & mich über den Mitarbeiter und das Casino beschwert.

Auch hoffe ich, dass CasinoGuru hier eine Strafe an das Ranking verteilt, denn hier steht der präventive und akute Spielerschutz im Vordergrund und hier wurde NICHTS getan!

Ich habe alle Nachweise wie Screenshots des Live Chats mit dem Mitarbeiter und die Emails mit den Bonus Angeboten gespeichert.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Winrolla Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you tried contacting the casino via the email provided by the live chat support?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Es gibt keinen ursprünglichen Antrag!

Ich habe im Livechat die Bitte geäußert, mich mit sofortiger Wirkung dauerhaft sperren zu lassen. Da muss ich nicht extra eine Email an den Support schreiben!

Was ist das denn für ein Spielerschutz, beziehungsweise was bringt mir der Spielerschutz, wenn hier nicht sofort gehandelt wird?

Ja ich habe weiterhin Zugriff auf mein Konto und erhalte Bonus Emails und Angebote.

Deswegen habe ich den Chatverlauf gesichert und hier Ihnen zur Verfügung gestellt.

Thank you for your response. 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.

According to the casino's policy, self-exclusion requests should be submitted to the above-mentioned email address.

Furthermore, please understand that without sufficient evidence showing that you explicitly informed the casino about gambling-related problems and that the casino failed to act accordingly, we would not be able to request a refund of your deposits.

I understand how disappointing it must be to feel that the casino did not adequately protect you. However, based on the evidence currently available, we can only see that you requested an immediate account closure. We cannot see that gambling problems or gambling addiction were explicitly mentioned to the casino.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

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."

Please send another email to cs@winrolla.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

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,

Attila

Dear B5xElite,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

In den Screenshots aus den Chats mit dem Winrolla Casino ist mehrfach ersichtlich, dass ich nicht nur eine sofortige Kontoschliessung beantragt habe, sondern auch den Grund dafür und dieser ist aktive Spielsucht.

Da der Mitarbeiter mehrfach mich abgewiesen und auf die Email Adresse an die ich mein Anliegen schicken soll hingewiesen hat, habe ich das so nicht akzeptiert. Nur weil ein Casino diese eigenen Richtlinien vorschreibt, heißt das nicht, dass diese Richtlinien rechtlich und nach der Anjouan Lizenz so in Ordnung sind. Wenn ein Spieler aktiv auch im Live Chat darauf hinweist, dass er Probleme mit dem Spielen hat, hat das Casino sofort und unverzüglich zu handeln. Auch war dies hier nicht meine erste Beschwerde dieser Art. Die Beschwerde gegen das Godz Casino, haben ihr als CasinoGuru ( Attila ) ebenfalls abgelehnt, beziehungsweise zurückgewiesen. Auch dort wollte ich mich aufgrund von Spielsucht sperren lassen und es geht mir NICHT um eine Erstattung, sondern ich wollte eine dauerhafte Sperre. Da muss auch der Live Chat handeln, wenn ich schreibe, dass ich unter Spielsucht leide.

Gerne lehnen Sie auch diese Beschwerde ab, Ihnen sollte nur klar sein, wen Sie hier schützen und das ist garantiert nicht der Spieler.

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,

Attila

Hello B5xElite, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Winrolla Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear Matej,

Thank you for your cooperation.

We take responsible gambling and self-exclusion requests very seriously. Please note that player's account is already closed.

For clarity regarding our process, all self-exclusion and permanent account closure requests must be submitted directly via email to ensure proper account security and verification. As outlined in our Terms & Conditions:

"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."

Our live chat support agents direct players to cs@winrolla.com so that our dedicated compliance team can process self-exclusions securely, permanently, and across all network systems in accordance with our terms.

Since the account has already been closed, no further activity can take place on it.

Best regards,

Winrolla Casino Team.

Dear Winrolla Casino, thank you very much for looking into this issue for us, and for the confirmation of the account closure. Much appreciated. :)

Dear B5xElite, as per the casino representative's statement above, the correct procedure must be followed, for successfull self-exclusion. The details have been outlined above, as well as being available publicly on the casino's Responsible gambling page. In line with the screenshots provided by yourself, you have applied for self-exclusion via live chat, and refused to follow agent's instructions to apply for self-exclusion via e-mail.

In the future, I strongly recommend reading Responsible gambling page for exact steps to follow for faster self-exclusion, or following instructions provided by the live chat agents, as many casinos do not offer self-exclusion via live chat.

Since the account has been now closed indefinitely and all marketing communication towards yourself has been disabled, there is nothing else I can mediate on your behalf.

Before closing this complaint, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of B5xElite. We have been informed that the player is still receiving marketing materials and bonus offers.

Dear Winrolla Casino, could you please check this and confirm once the marketing communication towards the player has been completely disabled? Thank you.

Weiterhin bekomme ich trotz eines auf unbestimmte Zeit gesperrten Kontos wegen Spielsucht täglich Bonus und Werbe Emails. Hier der Beweis. Das ist schon die dritte Email.

Dear all,

Thank you for follow up.

We kindly inform you that the account has been closed permanently without the possibility to be reopened. No promotional email and offers will be sent to player.

We wish you a great day ahead!

Best regards,

Winrolla Casino Team.

Thank you for the confirmation, dear Winrolla Casino.

Dear B5xElite, I will swap the timer your way. Please, let me know within next couple of days if the marketing has stopped, and whether there is anything else you would like to discuss or ask. Thank you.

Hätte trotzdem noch eine Frage. Wurde seitens des Casinos nicht vorab schon mal bestätigt, dass Marketing und Bonus Angebote deaktiviert wurden? Es scheint so, dass sich hier jedes Casino scheinbar alles erlauben kann, ohne das es Konsequenzen hat und es war nicht nur ein Angebot sondern mehrere, vorallem wenn ein Konto dauerhaft und ohne Möglichkeit auf Wiedereröffnung gesperrt wurde.

Dear B5xElite, I understand it looks like the casino is getting away with something that should not be happening in the first place. I'll do my best to explain the situation from our standpoint, hopefully bringing some light into the situation.

Casino Guru is not a law firm or governmental body. We cannot force casinos into doing or not doing things. All we can do is mediate the complaint. The current issue is that you have received promotional materials after the casino promised to stop it. If you we re able to use this offer and lose more money, I would do my best to get the deposits returned to you. Since your account has stayed closed and it was only the promotions that were not stopped, all I can do is to reopen the complaint and ask the caisno to fix the issue. As per the last message from Winrolla Casino, this should be fixed now.

All that is left to do was for me to make a note on our system to keep monitoring the situation (this could be a genuine human error and will not repeat again or it can be a start of a pattern) and get a confirmation from yourself that you are no longer receiving any marketing offers. Since I can't assume the bad intent behind one mistake, it would be unfair to punish the casino for something they promptly fixed (stopping the spam in this case). However, we do keep internal notes on previous issues and if we see a repetition of certain issues, we can act and have couple of options how to deal with said problem.

Hopefully this explains our position. Please let me know if you have receied any marketing messages since 06/10 and if you have ore questions, do not hesitate to ask. Thank you.

Ok danke, dann habe ich nichts mehr anzufügen. Finde es aber schon ziemlich unseriös, wenn ein Spielerkonto wegen Spielsucht gesperrt wird, dass noch Bonus und Marketing Angebote kommen. Seriös ist das nicht, aber nun gut.

Dear B5xElite, I agree that receiving marketing messages after being self-excluded is not a good sign, which is the reason we will monitor this situation. Since you have confirmed the messaging has stopped and the account has been kept closed, I will now close the complaint thread as there is nothing more to mediate.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are/were sending you promotional materials.

Thank you for your time and cooperation.

Best regards,

Matej