The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. They reported that the withdrawal was still not approved after a week, while live support kept saying it would take longer. We asked for an update after the recommended waiting period and later extended the timer by 7 days, but no further response was received. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of communication.
Winrolla Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,958
Winrolla Casino
Safety Index 5.4 Below averageCase summary
Discussion
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2 months ago
Translation
Complaint against Winrolla – payment has been pending for 6 days
Hello dear Casino Guru team,
I am contacting you because I am currently having problems with a payout at Winrolla and hope that you can help me with this.
I won a total of €1,958.55 at Winrolla and subsequently requested three withdrawals of €500 each. These withdrawals have now been in "Processing" status for six days.
When I contact support, I keep getting the same answer: due to high demand, processing is taking longer. However, Winrolla itself states a maximum processing time of 96 hours for withdrawals. This deadline has now been significantly exceeded.
What also bothers me is that Winrolla didn't inform me that the payout was delayed or that the stated processing time had been exceeded. I had to contact support myself every time to get any information about the current status.
Since I have already read about similar cases several times here in the Casino Guru forum, where payouts were delayed for weeks or even months, or payouts were cancelled and credited back to the player's account, I don't want to wait until I experience a similar problem.
That's why I've contacted you now, in order to find the quickest and easiest solution possible.
I've also read several times that Casino Guru has successfully mediated between players and casinos in such cases. Therefore, I'm really hoping for your support and that Winrolla processes and pays out the outstanding withdrawals promptly.
Thank you in advance for your help.
Automatic translation:
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2 months 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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2 months ago
Dear Pacca,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
TranslationHello, unfortunately, my withdrawal still hasn't been approved after a week. This means it's not a problem with the withdrawal process or the bank, but rather that Winrolla simply isn't accepting the withdrawal. Live support keeps telling me it will take a little longer.
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2 months ago
Dear Pacca,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear Pacca,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
