The player from Germany has been waiting for 6 weeks to withdraw her winnings of €19,328 after completing the verification process. Despite providing requested documents, the casino has not responded or processed her withdrawal, and she is now blocked from making any further withdrawals.
Winrolla Casino - Player’s withdrawal has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
6d 16h 21m 12s
Winrolla Casino
Safety Index:HighCase summary
Discussion
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yesterday
Translation
Dear Casino Guru, I have been trying to resolve this case myself for weeks now, but I am unsuccessful because the casino simply isn't responding and I am desperate, as this time a significant amount of money is involved.
I played at the casino on November 1st, 2025, using the welcome bonus. I won €19,328 playing Turbo Mines with real money and used the Money Cart feature to complete the wagering requirements for my real money deposit.
I completed my verification process because documents were requested in my verification tab. On November 17, 2025 , I first contacted the live chat because nothing happened for a long time after I submitted the documents.
In the live chat, I was informed that I would be notified by email about the next steps.
I actually received an email from the casino on November 20, 2025.
It said that I should upload new documents to the verification tab in my profile.
I uploaded these documents on the same day.
Nothing has happened since then.
I was also blocked from making withdrawals.
So I went back to the live chat to clarify the matter.
It was the same as last time. The employee simply said that I would be notified by email about the next steps.
I received this email on December 11, 2025. I haven't received any emails since and I've been waiting for my winnings payout for almost 1.5 months now.
I hope you can help me so that the casino finally takes care of paying out my real money winnings.
I will gladly send you chat histories from the live chat, emails and screenshots in an attached email if desired.
Kind regards and many thanks in advance for all your efforts.
Automatic translation:
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yesterday
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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yesterday
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.
Which payment method did you use to deposit money into this casino?
Could you please forward me the documents you sent to the casino for verification, that have not yet been reviewed by the relevant department? My email address is [email protected].
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
