The player from Slovenia deposited EUR 50 at WinRolla Casino and received a EUR 150 bonus, raising their account balance to EUR 270. However, their entire balance was confiscated the next day, with the casino claiming the bonus expired within 24 hours, despite their terms stating a 10-day wagering requirement. The player sent a complaint email with evidence, but the casino has not responded.
Winrolla Casino - Player’s winnings have been confiscated.
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Winrolla Casino
Safety Index 6.7 Above averageCase summary
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1 week ago
Translation
Description of the issue:
On 13/07/2026, I made a deposit of EUR 50 at WinRolla Casino and received a EUR 150 bonus. By playing, I successfully increased my account balance to EUR 270.
The next day (less than 24 hours later), my entire account balance – including my real deposit and winnings – was completely gone. When I contacted live support, the agent informed me that the bonus had "expired".
This action is in direct violation of their own terms and conditions:
Breach of Article 7.12: Article 7.12 of their official website clearly states that the wagering requirement for casino bonuses is 10 days. My funds were confiscated after just one day.
Hiding Terms: When I pointed out Article 7.12, the chat agent (Agent Melany) claimed that this bonus has different terms and conditions listed under the "My Bonuses" tab. However, this tab and its terms are not visible or accessible to the player prior to depositing.
I sent the casino an official email complaint almost two weeks ago with all the evidence and a request for a refund of 270 EUR, but they are completely ignoring my email and not responding to it.
I am attaching a screenshot of the chat and a screenshot of their rule 7.12, where the 10-day deadline is clearly visible. I ask the Casino Guru team to help resolve this dispute and refund my money.
Automatic translation:
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6 days 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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6 days 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 screenshot of or a link to the bonus you activated and played with?
- How did you find this bonus? Was it available on the casino website, did you receive it as a promotional offer via email, or was it available directly in your account?
- How much of the wagering requirement had you completed when your bonus expired?
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
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
