The player from Germany deposits €50 and receives a €50 bonus, plays up to €5,100, and after fulfilling the wagering requirements the casino reduces his balance to €500. The terms do not explain the reduction and customer support said they would review and email him but no follow-up has been received.
Winrolla Casino - Player’s winnings have been capped.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 57m 7s
Winrolla Casino
Safety Index:HighCase summary
Discussion
Public
Public
11 hours ago
Translation
Good morning, I deposited €50 and received a €50 bonus. I played and reached €5100. After fulfilling the bonus wagering requirements, the system reduced my balance from €5100 to €500. The terms and conditions don't explain why this happened, and it wasn't displayed when I made the deposit. When I contacted customer service, I was told it was being reviewed and I would receive an email later that afternoon. However, I haven't received anything yet. (It should be clearly stated that you only receive 10% of the bonus amount, as is the case with other casinos).
Automatic translation:
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Public
5 hours ago
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5 hours ago
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
