Winrolla Casino - Player’s winnings have been capped.

Guten Morgen, ich habe 50 Euro eingezahlt und 50 Euro Bonus erhalten.Habe ich gespielt und bin auf 5100xeuro gekommen als ich den Bonus umgesetzt hatte hat der system mein Guthaben von 5100 euro auf 500 euro runtergestuft.in den AGB ist es nicht ersichtlich warum das so ist als ich eingezahlt habe wurde das auch nicht angezeigt.als ich mit dem Mitarbeiter geschrieben habe wurde mir gesagt das das es geprüft wird und ich gegen späten Nachmittag eine Email erhalte. Aber bis jetzt ist nichts gekommen. (Es muss ja ersichtlich angezeigt werden das man nur 10 % von der bonussumme erhält.so wie es bei anderen casinos auch ist).

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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.

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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 or a screenshot of the bonus you activated and played with?
• When was the last time you communicated with customer support regarding the cap applied to your winnings?
• Have you passed the full KYC verification at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

KYC-Verifizierung wurde nicht gemacht.

16.12.2025 Kundendienst

Ganz normal WLAN zuhause.

Hello schrauber,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Guten Tag, konnten Sie schon was in Erfahrung bringen. M.f.G

Thank you for your patience.

Could you please specify if the bonus you played with was part of the welcome package? Was it your first deposit bonus, or was it one of the reload bonuses?

Before we proceed with the investigation of your case, kindly forward me all the communication between you and the casino customer support regarding the cap applied on your winnings at veronika.f@casino.guru. I appreciate your cooperation.

Angemeldet habe ich mich im September.

Mfg

Dear schrauber

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, Martina (martina.b@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,

Veronika

Dear schrauber,

My name is Martina and from now on, I will assist you with resolving your complaint.  I am sorry for the situation you found yourself in.

I will now contact Winrolla Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Super vielen Dank. M.f.G

Dear schrauber,

Here is the response from the casino:

Dear schrauber,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Winrolla Casino Team

Dear schrauber,

I have received the message from the casino:

"Thank you for reaching out regarding this case.

Please note that the player has not yet completed the verification process. In order to proceed with the withdrawal, the player must provide screenshots of all transactions made on their MiFinity account for the period 05.10–05.11.25, including the deposit(s) made to the casino. All transactions must be visible.

Due to the missing verification documents, the withdrawal cannot be processed at this time. We will contact the player once again with clear instructions in order to assist with completing the verification and resolving the case."

Hallo Martina, ich habe hier mehrere Screenshots für Sie.

Der erste Screenshot steht dass von mir keine Dokumente verlangt werden. Mir wurde ja mein Guthaben von 5100 Euro auf 500 runtergestuft die habe ich auch erhalten. Aber der Rest von 4600 Euro hat Winrolla Casino einfach entzogen. Aber in den AGBs ist es nicht ersichtlich das ich nur 10% bekomme wenn ich mein Bonus umgesetzt habe. Traurig ist ja auch das ich bis heute keine Email von Winrolla bekomme was mit meinen Geld 💰 ist.

Dear schrauber, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear schrauber,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the investigation.

Thank you in advance.

Kind Regards,

Winrolla Casino Team

Dear Winrolla Casino Team,

Thank you very much for the update! I am so glad that we have overcome technical issues and you are able to write directly to the thread!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear schrauber,

Following a review of your claim by our team on 15 December 2025, a 100% up 200 EUR Casino Bonus was applied to your account. Our records show that you received a €50 bonus on a €50 deposit, which was utilized for total gameplay of €5,069.

Upon completion of the wagering requirements, your balance was adjusted to €500. While the specific Terms and Conditions of this promotion state that the maximum withdrawal is capped at €100, we have increased this to €500 as a one-time goodwill gesture.

We hope this clarifies the matter.

Kind regards,

Winrolla Casino Team

Guten Tag, wo soll das gestanden haben, sowas muss ja sichtbar angezeigt werden.

M.f.G

Dear Winrolla Casino,

Thank you very much for clarifying the situation and for your act of goodwill. I would like to kindly request that you include the maximum withdrawal limit in the bonus terms, as its absence can create confusion among players.

Dear schrauber,

I understand that the lack of displayed information may come across as misleading. However, the good news is that you can withdraw the full amount of 500€. Please let me know if you have already made a request for this. Thank you so much in advance

Dear All,

For further clarification, this was a special offer rather than a standard website promotion. Please note that the player actually received a balance adjustment exceeding the limit defined in the offer's Terms and Conditions.

The relevant Terms and Conditions and instructions can be found in the email sent when the offer was issued, as captured in the screenshot below:

Sehr geehrte Damen und Herren , wie ich schon gesagt habe, habe ich nur lediglich eine SMS erhalten mit einen 100% Bonus da stand nichts von 100€ oder sowie 10% maxi Auszahlung. Ich habe noch von Ihren Mitarbeiterinnen den Verlauf wo drine steht dass es nicht ersichtlich angezeigt wird dass man nur 10% bekommt. Und das System es automatisch macht.... also stimmt die Aussage von Ihrer Mitarbeiter oder die von Ihnen nicht.

Dear schrauber,

I would like to kindly inquire whether you still have the text message that the casino sent you regarding the bonus. If possible, could you please share a screenshot of it? I sincerely appreciate your help.

Dear Winrolla Casino,

Thank you for your previous communication regarding the email that was sent to the player at the time the bonus was issued. I would greatly appreciate it if you could provide us with a screenshot confirming that this email was indeed sent to the player. Your assistance in this matter is highly valued. Thank you.

Dear Martina,

To provide further clarification regarding your inquiry, we have shared a screenshot containing the details from our relevant department concerning the email sent for this specific promotion.

Please be advised that we are unable to retrieve a direct copy of the original email itself, as our system data is retained for a period of 30 days.

However, our internal logs confirm that this communication was successfully sent to the player on 15 December 2025 at 16:07, coinciding with the moment the promotion was credited to player's gaming account. The terms and conditions were included in the message.



We hope this information helps clarify the timeline of the offer.

Kind regards,

Winrolla casino Team

Dear Winrolla Casino Team,

Thank you for sharing the evidence. However, I noticed a discrepancy in the timestamps; one screenshot shows 15:09, while the other shows 16:09. If you could provide some clarification regarding this difference, I would greatly appreciate it. Additionally, the second screenshot lacks any identifiers for the player, such as a username, email address, or name, which makes it challenging to correlate the messages to the specific player. If you could reveal any information that would help connect these messages to the player, it would be extremely helpful. Thank you for your assistance!

Dear Martina,

Thank you for your follow-up. Please find the requested clarifications regarding the screenshots provided:

Timestamp Discrepancy (15:09 vs. 16:09): The one-hour difference is due to the geographical time zone settings between the sender and the receiver. The timestamps simply reflect the time zone in each respective jurisdiction at the moment the email was issued and received.

Player Identifiers: Regarding the lack of visible identifiers on the second screenshot, we must reiterate that our system data is only retained for a maximum of 30 days. Because this period has passed, we are unable to retrieve a more detailed view or a primary copy of the email containing the specific username and email address.

The screenshots provided represent the most detailed logs currently available within our retention limits. However, we can confirm that these logs directly correlate to the promotion assigned to this specific player account at that exact time.

We hope this clarifies the matter for you.

Kind regards,

Winrolla Casino Team

Thank you, Winrolla Casino Team, for your detailed explanation!

I have sent you an email, and I would greatly appreciate it if you could take a moment to review it. Thank you!

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Winrola Casino Team

Thank you very much Winrolla Casino,

you will find the response in your mailbox.

Thank you in advance.

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Winrola Casino Team

Thank you very much Winrolla Casino,

you will find the response in your mailbox.

Thank you in advance.

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Winrola Casino Team

Thank you very much Winrolla Casino,

you will find the response in your mailbox.

Thank you in advance.

Dear Martina,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Winrola Casino Team

Greetings, all.

Thank you, Winrolla Casino, for providing all the information and the evidence about this case.

Dear schrauber,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.