Winrolla Casino - Player’s withdrawal is delayed and unresolved.

Dear Casino Guru Team.

I am writing to formally lodge a complaint against Winrolla Casino regarding a delayed withdrawal of $100 that I requested on April 26. As of today, I have not received my funds, and the delay is becoming increasingly concerning.

Since submitting the withdrawal request, I have contacted Winrolla’s online support several times. Unfortunately, I have only received repeated generic responses, stating that their finance department is busy, without any clear explanation or a specific timeframe for when my withdrawal will be processed.

The lack of transparency and continuous delays have left me extremely frustrated and worried about the safety of my funds. At this point, I feel like I am not being treated fairly as a customer and I am beginning to fear that I may have been scammed.

I kindly request that Casino Guru investigates this matter and assists me in resolving this issue as soon as possible. I am ready to provide all necessary evidence, including screenshots of my withdrawal request, transaction details, and communication with the casino’s support team.

Thank you for your time and assistance. I look forward to your support in ensuring a fair resolution.

Kind regards

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear Casino guru Team,

I would like to provide an update regarding my complaint against Winrolla Casino.

The casino has now successfully processed and paid my withdrawal of 100 USD, which had been pending since 26 April. I appreciate your assistance in helping to resolve this part of the issue.

However, I still have another pending withdrawal of 72 USD that has not yet been processed. I kindly request that this complaint remains open until the remaining balance is paid in full.

Thank you for your continued support and assistance.

Best regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Afoke2020,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika