Winrolla Casino - general discussion (page 2)

My complaint has just been closed as unresolved. And quite honestly, I didn't expect anything different. They didn't just string me along and ignore my emails. No, Martin from Casino Guru was also strung along for over eight weeks. I just hope that many people who want to play here read my complaint so they know what kind of casino they're getting involved with.

I will now contact the licensing authority because I find the way this casino treats its players unlawful. Someone with a gambling addiction requests self-exclusion for precisely this reason. And this casino has nothing better to do than ignore these requests and then send out daily bonus offers.

I'm sorry it turned out this way; I think we'd all have preferred it if the situation had been resolved.

Unfortunately, that didn't happen.

So if you happen to contact the licensing authority and receive a response from them, feel free to let me know.

Yes, as soon as I get a reply, I will report it here.

My experience with WinRolla – gambling addiction, self-exclusion request and refund

I had already self-excluded from another casino in 2024 due to gambling addiction. Based on the later revelation of their shared technical infrastructure, I initially assumed that WinRolla might also have this information. However, when I submitted a GDPR request, I initially received incorrect or unfamiliar data on several occasions.

After I deposited several thousand euros at WinRolla this year and addressed my gambling addiction in connection with the other casino, my WinRolla account was finally blocked.

However, upon reviewing my documents again, I have now found a live chat from October 2025. In it, I explicitly wrote:

"I would like my account to be blocked immediately due to gambling addiction."

Support subsequently confirmed that the information had been forwarded. Nevertheless, my account apparently remained usable, and I was able to deposit significant amounts afterward.

I have since confronted WinRolla with this evidence and demanded a refund of my deposits. However, the casino is simply citing its terms and conditions and stating that funds already wagered are not refundable. WinRolla has so far completely ignored my explicitly documented self-exclusion request due to gambling addiction.

I have since submitted the case to Casino Guru and the relevant authority and am awaiting further review.

Thanks for sharing this situation with us.

Tomas is handling your case, and I'm also very curious to see how it develops and what we find out. I would say that if someone identifies themselves as a gambling addict, the casino should generally react quickly. On the other hand, I think 2 to 3 days is still relatively normal for a request like this. Beyond that, though, I wouldn't really say that it's reasonable.

I saw that Tomas asked you for screenshots of the conversation, so I hope you'll be able to make some progress together.

Feel free to give us an update on how things continue.

Unfortunately, Winrolla hasn't responded since. I haven't received any reply to my emails either. I'll probably try to file a complaint with the ADR authority and send Winrolla a few more emails to find out what's going on.

I'm so sorry to hear it. I checked the casino review and I could not find the actual license. May I please ask for the particular ADR you are aiming to try, please? I mean, it could help others to have more insights.

Thanks. I contacted Winrolla via live chat today and was told that my case is currently under consideration and that they will try to respond by email as soon as possible.

Regarding the ADR, I’m currently looking into Axion ADR, which is one of the ADR providers recognized by Anjouan Gaming. Winrolla/NovaForge is associated with licence ALSI-152406028-FI2.

Does anyone know if Axion ADR is the correct ADR for this licence/operator, or should I simply contact them and ask whether they can handle my case?

You know, that's precisely why I was asking.

If I'm not mistaken, there is no official list that would match a concrete operator with a specific ADR company mentioned by Anjouan. Michal mentioned this: "As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to."

As far as I understand, there is some implication of the license but the way I see it, we have not backed it up by Anjouan.

In any case, AOFA licensed casinos should inform the player about the associated ADR company, but in practice, it does not work very well.

Update: I have now inquired twice about the status of my case via Winrolla's live chat. Most recently, I was informed that the case is still with the responsible department/manager for external disputes, and that they reminded me to reply to my email promptly.

So far, I still haven't received a concrete answer by email. I'll wait and see. If I don't hear anything again, I'll contact Winrolla again and simultaneously find out what other options are available to me.

I'm sorry, but this is not surprising given what I mentioned earlier. I wish there would be some other option you could try, but I'm not aware of anything that could possibly help. 😔

I spot two other complaints lodged against this casino, based on the result of our complaint. Though I do not dare guess whether those will be addressed.

Then I honestly wonder how this casino maintains a stable 6.3 rating?

It demonstrably disregards player protection regulations, does not respond, and continues to withhold the money despite the proven ban due to gambling addiction.

Yesterday I contacted live chat again and was told the case was still being reviewed and that I should send an email. This whole process has now dragged on for over a month, and I'm still waiting for feedback from Winrolla regarding the refund.