The player from Germany faces a lengthy withdrawal process at Winrolla, with payout requests taking over 10 days and funds being credited back after approval. Despite multiple contacts with support, the issue remains unresolved for more than a month.
Winrolla Casino - Player’s withdrawal has been delayed.
Opened
Current status
Waiting for Casino Guru to reply
5d 1h 37m 29s
Winrolla Casino
Safety Index 6.7 Above averageCase summary
Discussion
Public
Public
3 days ago
Translation
The casino https://winrolla-1731.com/de
Currently, a payout request takes more than 10 days.
After the payout is finally approved, the money doesn't appear in the account for several days; instead, after some time, it is simply credited back to the player's account.
Even after multiple contacts with support, no solution has been found.
This whole thing has been dragging on for over a month now and I'm not getting any money.
Automatic translation:
Public
Public
2 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.
Public
Public
2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winrolla Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Could you please share with me screenshots of your recent payout attempts with statuses visible?
- Is your player's account verified?
- Have you used the same payment method as for deposits? Have you made any successful payout using the same payment method in the casino previously?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
