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 [email protected]. 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 ([email protected]). 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."