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.

That's a fair question and the explanation is on the casino review page. It's a purely mathematical situation, so I understand it's probably unexpected. Basically, it takes more than two unresolved complaints to ruin the casino score. That's why I mention the other two cases that are currently still open-ended. The more unresolved complaints the group has compared to its overall size, the lower the rating. Considering the casino is part of a larger group, it's important to see how the group approaches all players claiming to be registered within our website. The other part of the review, however, already considers the terms somewhat unfair and mentions limited responsible gambling. Those are known weak spots, including a lack of license and lower withdrawal limits.

Thanks for the clarification, Radka.

I also find it positive that my complaint seems to have encouraged other players to report their own experiences with Winrolla. In my opinion, precisely this kind of feedback is important to create a realistic picture of how the casino treats its players. I hope that Winrolla takes the unresolved complaints seriously and acts accordingly in the future, particularly regarding responsible gaming and handling self-exclusion requests.

You are welcome. I imagine that one standalone number may feel like an inadequate reflection of any casino's qualities or cons. If I may, I'd like to add that the whole casino review page is meant to provide the full context for this specific number, including sections like "discussion." This is our way of connecting your concrete experiences shared on the forum with data we can gather in our data-driven line of work.

I therefore agree it's vital to keep it all linked to how the players talk about operators and the forum is basically the place where this happens.

Decent operators care about vulnerable players, and I hope that by doing so they provide a good example for those who, lets say, are not yet that far.

Everyone who believes the proper request was not handled fairly is always welcome to complain and help us by sharing proofs and challenging casino practices. That's something we could not do without the help of the players.

Update from my side: I contacted Winrolla again via live chat, as I still haven't received any concrete feedback regarding my request. I was informed once more that there is still no update and that my request has been forwarded again to the responsible VIP Manager, who is supposed to contact me directly.

Unfortunately, the matter remains unresolved.

I've also noticed that Winrolla's rating has changed significantly, or rather, has decreased. This at least shows that the unresolved complaints are apparently being taken into account.

I still hope that there will be a concrete response and solution regarding Winrolla Casino soon.

I appreciate the update, and thank you. The safety index is not in green grade anymore, and two unresolved cases undoubtedly contributed; for some reason, more complaints have been resolved recently. In my opinion, there is still a chance for a fair resolution, though I believe the casino has a specific approach to certain issues, such as account closures. I understand your experience was negative, and the account closure remains unresolved.

This is clearly not a responsible approach by the operator.

Hello Radka,

I would like to inform you about a new development in my case with Winrolla.

After months of waiting and repeated inquiries, I was informed today in the live chat that my previous documents were supposedly no longer in the system and that I would have to submit everything again.

I sent Winrolla the documentation for my self-exclusion request due to gambling addiction and my refund claim via email on August 7, 2026. Since then, I have inquired several times. In the live chat, I was repeatedly assured that internal reminders had been sent to the responsible department and that my case was still being reviewed.

The claim that no documents exist anymore, despite my repeated inquiries and confirmation from internal sources, is incomprehensible to me. It raises further questions about how Winrolla handles and documents complaints.

To date, I have received neither a concrete decision nor a payment date. I wanted to inform you of this development, as my case remains unresolved.

Best regards

Hello. I appreciate you letting me know. I must admit I’m quite shocked, because I somehow thought the case would have been resolved by now. Instead, I read Matej’s latest response to the casino, and it’s quite concerning. This complaint really shows how a player’s self-exclusion request or safer gambling concerns should not be handled.

I can’t imagine how frustrating this must have been for you, especially since we’re already talking about months, if I'm not mistaken.

That leaves me rather speechless, to be completely honest with you. Under certain circumstances, I might be able to partly understand such a huge delay with a payment. However, we’re talking about a self-exclusion request in the first place here. That’s a completely different situation.