Winrolla Casino - Player seeks refund after account closure was ignored.

Complaint Casino-account closure ignored despite MULTIPLE emails regarding gambling addiction,resulting inpost-request losses of €4280

Dear Casino Guru team,i am opening this complaint against winrolla Casino for a severe and repeated breach of responsable gambling policies.On octobre 30,2026.at 11h03 AM,I sentmy first Official email to their support team (cs@winrolla.com) explicitly requesting the immédiatement and permanent closure of m'y account due to severe gambling addiction. Following this,I sent multiple follow-up email begging them to close my account,but all my requests were completely ignored. Because of this gross negligence,my account remained fully active for days. As a direct result, I suffered from a compulsive gambling episode and was able to make around 70 separate deposits,losing a total of €4,280 after my initial self-exclusion request. Here is the breakdown of the post-request losses:

November 1,2026:€2,580€ ( spread over multiple small deposits)

November 4, 5, 2026:€1,700 ( spread over multiple small deposits)

Total post-request losses: €4,280

The casino only agreed to lock my account today, November 5,after I threatened them with legal action. They acknowledged my refund request by stating they "take note of m'y concern", but have not issued any refund. Since the casino failed in its mandatory duty of care and ignored multiple written warnings regarding my addiction, i am requesting a full refund of the €4,280 deposited and lost after my initial request. I will provide the official PDF bank statements showing all these separate transactions within a few days as soon as they clear on m'y bank application.

Thank you for your assistance.

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.

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.

• Please send me your October 30 self-exclusion email, your follow-up requests, and the casino’s replies as original email files (.eml or .msg) at veronika.f@casino.guru. Please include complaint ID 241047 in the subject line and confirm whether you sent these requests from the email address registered with your casino account.
• Once your transaction records become available, please send them with a breakdown of your deposits and losses by date, including any withdrawals. Your emails mention €2,700 and a further €1,600, whereas your complaint states €4,280; please clarify the difference.
• The casino’s email dated November 5 at 03:38 confirms permanent closure, but your email at 06:01 mentions further losses that day. Did these losses occur before or after the closure confirmation? Please confirm when you last successfully deposited or played and whether your account remains inaccessible.

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