The player from Germany requested an immediate and permanent ban from Winrolla Casino on September 5, 2026, due to gambling addiction, but the casino employee failed to act on his request. He continues to receive bonus emails, and he has filed a complaint with the Anjouan licensing authority regarding the lack of action.
Winrolla Casino - Player’s self-exclusion request has been ignored.
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Waiting for Casino Guru to reply
6d 18h 53m 55s
Winrolla Casino
Safety Index 7.1 Above averageCase summary
Discussion
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yesterday
Translation
On September 5, 2026, I wrote to Michael, an employee of Winrolla Casino, via live chat, stating that I wanted to be banned immediately due to gambling addiction. And preferably permanently.
The employee did not comply with my request and did not respond to the email. cs@winrolla.com referred.
I have repeatedly told him that he must act IMMEDIATELY and without delay.
He did nothing after that either.
My account was not blocked, I received more emails with a bonus, and I was unable to protect myself in this case.
I have already filed a complaint with the Anjouan licensing authority about Winrolla Casino and complained about the employee and the casino.
I also hope that CasinoGuru will impose a penalty on the ranking, because preventive and acute player protection is paramount here, and NOTHING has been done!
I have saved all evidence, such as screenshots of the live chat with the employee and the emails with the bonus offers.
Automatic translation:
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5 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 hours ago
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
