Winrolla Casino - Die Rücknahme des Spielers hat sich verzögert.

Dear Casino Guru, I have been trying to resolve this case myself for weeks now, but I am unsuccessful because the casino simply isn't responding and I am desperate, as this time a significant amount of money is involved.

I played at the casino on November 1st, 2025, using the welcome bonus. I won €19,328 playing Turbo Mines with real money and used the Money Cart feature to complete the wagering requirements for my real money deposit.

I completed my verification process because documents were requested in my verification tab. On November 17, 2025 , I first contacted the live chat because nothing happened for a long time after I submitted the documents.

In the live chat, I was informed that I would be notified by email about the next steps.

I actually received an email from the casino on November 20, 2025.

It said that I should upload new documents to the verification tab in my profile.

I uploaded these documents on the same day.

Nothing has happened since then.

I was also blocked from making withdrawals.

So I went back to the live chat to clarify the matter.

It was the same as last time. The employee simply said that I would be notified by email about the next steps.

I received this email on December 11, 2025. I haven't received any emails since and I've been waiting for my winnings payout for almost 1.5 months now.

I hope you can help me so that the casino finally takes care of paying out my real money winnings.

I will gladly send you chat histories from the live chat, emails and screenshots in an attached email if desired.

Kind regards and many thanks in advance for all your efforts.

Sehr geehrtes Casino Guru. Ich versuche nun seit Wochen diesen Fall selber zu lösen, doch es gelingt mir nicht, weil das Casino einfach nicht reagiert und ich verzweifelt bin, da es sich diesmal um richtig viel Geld handelt.

Ich habe am 1.11.2025 in dem Casino mit dem Willkommensbonus gespielt. Mit Echtgeld habe ich bei Turbo Mines 19328€ gewonnen und mit Money Cart meine Echtgeldeinzahlung fertig umgesetzt.

Ich habe meine Verifizierung gemacht, da in meinem Verifizierungsreiter Dokumente angefordert wurden. Am 17.11.2025 ging ich das erste Mal in den Live Chat, da lange nichts passierte, nachdem ich Dokumente eingereicht hatte.

Im Live Chat wurde mit mitgeteilt, dass ich per Email benachrichtigt werde, wie es weiter geht.

Tatsächlich erhielt ich eine Email vom Casino am 20.11.2025.

Dort stand, dass ich neue Dokumente bei meinem Verifizierungsreiter in meinem Profil hochladen soll.

Ich habe diese Dokumente noch am selben Tag hochgeladen.

Seither ist aber nichts passiert.

Für Abhebungen war ich ebenfalls gesperrt worden.

Also ging ich erneut in den Live-Chat um die Angelegenheit zu klären.

Es war dasselbe wie beim letzten Mal. Der Mitarbeiter sagte nur, dass ich per Email benachrichtig werde, wie es weiter geht.

Diese Email erhielt ich am 11.12.2025. Eine Email kam bisher nicht rein und ich warte nun schon seit fast 1.5 Monaten auf meine Gewinnauszahlung.

Ich hoffe Sie können mir helfen, damit das Casino sich endlich darum kümmert, mir meinen Echtgeldgewinn auszuzahlen.

Chatverläufe über den Live-Chat, Emails und Screenshots sende ich Ihnen gerne unter einer beigelegten Email wenn gewünscht zu.

Freundliche Grüße und lieben Dank im Voraus für all Ihre Bemühungen.

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.

Which payment method did you use to deposit money into this casino?

Could you please forward me the documents you sent to the casino for verification, that have not yet been reviewed by the relevant department? My email address is veronika.f@casino.guru.

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

I have just sent you all the documents (explanations) by email.

I hope this helps both of us in this matter.

Kind regards

Gerade habe ich Ihnen alle Dokumente (Erklärungen) per Email zugesendet.

Ich hoffe es hilft Ihnen und mir in dem Fall weiter.

Freundliche Grüße

Hello Ninosch,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ninosch

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Ninosch,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winrolla Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winrolla Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have updates.

The casino contacted me and requested my MiFinity transaction history from October 5th to November 5th, 2025. I just sent them the statement and am now waiting for them to get back to me.

Ich habe Updates.

Das Casino hat sich bei mir gemeldet und den MiFinity Transaktionsverlauf vom 5.10.25-5.11-25 angefordert. Ich habe dem Casino den Kontoauszug soeben zukommen lassen und warte nun, bis es sich bei mir meldet.

Dear Ninosch,

Thank you for your update, and I apologize for the delay in my response.

The casino has contacted us regarding this matter and explained that they have been experiencing issues accessing their account at Casino Guru, which is why they were unable to post their response. Additionally, they mentioned the same issue you noted concerning missing MiFinity transactions required to complete the verification process.

Since you have already provided the requested documents, we will now wait for the casino’s response. Meanwhile, the casino’s account access issues are expected to be resolved so they can engage promptly if any further requirements or issues arise.

In the meantime, I kindly ask that you stay in touch and inform us of any updates on your side.

Thank you very much for your cooperation.

There is no news yet. The documents requested last are still being processed.

Bisher gibt es keine Neuigkeiten. Die Dokumente der letzten angeforderten Dokumente ist immer noch in Bearbeitung.

Dear Ninosch,

We are currently reviewing the five deposits of 500 EUR credited to your account on 01.11.2025.

To complete our verification process, please provide a transaction history of the payment method used covering the period from 15.10.2025 to 15.11.2025. This documentation should clearly show the "top-up" or the original source of the funds used for these deposits.

Kind regards,

Winrolla Casino Team

I have just uploaded the MiFinity statement from 15.10-15.11 for you on my verification tab.

Ich habe den MiFinity Kontoauszug vom 15.10-15.11 gerade eben für Sie auf meinem Verifizierungsreiter hochgeladen.

Dear Ninosch,

Thank you for providing the requested documentation.

We have forwarded it to the relevant team for review and will notify you when there is an update.

Kind regards,

Winrolla Casino Team

Hello Ninosch,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ninosch,

Thank you for providing your MiFinity statements; however, as we already have these on file, we still require additional documentation to proceed.

To finalize the verification, please provide the transaction history from the original payment method used to fund your MiFinity account for the period of 15.10 to 15.11.

We appreciate your cooperation in helping us complete this review.

Kind regards,

Winrolla Casino Team

They mean I should now report every single payment I received between 15.10.25 and 15.11.25.

How can I receive a transaction history? In my case, the payouts from other casinos?

Sie meinen ich soll jetzt jede einzelne Auszahlung die ich erhalten habe zwischen dem 15.10.25-15.11.25

als Transaktion Historie zukommen lassen? In meinem Fall die Auszahlungen von anderen Casinos?

I hope I understood it correctly.

I investigated where the payments came from and uploaded the transaction histories from the four casinos for you.

Ich hoffe ich habe es richtig verstanden.

Ich habe nachgeforscht von wo die Zahlungen kamen und Ihnen von den vier Casinos die Transaktion Historien hochgeladen.

Dear Ninosch,

Thank you for your cooperation.

Dear Winrolla Casino,

Could you please provide an update on the current status of the player’s verification procedure?

Thank you.

This email has just arrived from Winrolla Casino. I do not understand why they have not accepted the documents I submitted.

I also do not understand why the casino refers to screenshots, as I provided PDF transaction histories from the casinos.

Furthermore, I am unclear about what exactly they require from me at this point.

Dear Ninosch,

Upon review, we are unable to accept the PDF document you uploaded, as it appears to be a compilation from a Casino website.

To proceed with your request, please provide the original PDF statement issued directly by your payment provider (MiFinity account). This document must be the official export from their platform and should clearly show the specific deposits in question for the period of 15.10 to 15.11.

Thank you for your cooperation.

Kind regards,

Winrolla Casino Team

Dear Ninosch,

Many thanks for your patience, understanding and co-operation . We really appreciate it.

We are happy to inform you that your account has been verified. Please continue to use your account further.

Our team wishes you all the best for your future activities!

Kind regards,

Winrolla Casino Team

I don't understand this. One minute they want documents, and the next I'm suddenly verified?

Can I now withdraw my winnings?

Das versteh ich jetzt nicht. In einem Moment wollen sie Unterlagen und im nächsten bin ich plötzlich verifiziert?

Kann ich nun meinen Gewinn auszahlen lassen?

Dear Ninosch,

We apologies for any confusion caused by our communication. To clarify, your account profile has been verified.

Kind regards,

Winrolla Casino Team

Dear Team,

I have recently been informed that my account has been verified. However, I have now noticed that the withdrawal method I originally used for deposits is no longer available on my account.

I find it unusual that this method had been continuously available and then suddenly disappeared three days after I received confirmation of my verification, which also included approval for withdrawals.

I would appreciate clarification regarding this matter.

Kind regards

I am now trying to withdraw my winnings using chips, as MiFinity is no longer available for inexplicable reasons.

Ich versuche nun mit Jeton meinen Gewinn abzuheben, da MiFinity aus unerklärlichen Gründen nicht mehr zur Verfügung steht,

I was able to process the first two withdrawals via MiFinity. As I already stated in my previous report, this withdrawal method suddenly disappeared for reasons that were not explained.

The two withdrawals in the amount of €500 each were credited to my MiFinity account today.

I am now attempting to withdraw the remaining balance via Jeton and hope that there will be no further complications.

However, I would appreciate a explanation from the casino as to why—precisely at the time my verification process was finally completed, after having taken more than three months—the withdrawal method I originally used for deposits was removed. I do not consider this to be a coincidence and would therefore ask you to clarify the matter.

Hello Ninosch,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I would like to briefly inform you that payouts via Jeton have been working without any problems so far and the casino regularly processes my payout requests.

However, I am still waiting for an answer as to why MiFinity is suddenly no longer available as a withdrawal method.

Ich möchte kurz mitteilen, dass die Auszahlungen über Jeton bisher ohne Probleme funktionieren und das Casino regelmäßig meine Auszahlungsanfragen bearbeitet.

Allerdings warte ich immer noch auf eine Antwort, warum MiFinity als Auszahlungsmethode plötzlich nicht mehr verfügbar ist.

Dear All,

My name is Michal, and I am stepping in to handle this complaint, as my colleague Kubo is currently unavailable to finalize the resolution process for this case.

Thank you for your understanding.

Dear Ninosch,

It's Michal again. I'm glad to hear that the withdrawals via Jeton are working normally for you. I trust you will receive all your winnings in a reasonable time.

Dear Winrolla Casino Team,

Could you please address the player inquiry concerning the unavailability of MiFinity for withdrawals?

Dear all,

As previously mentioned, all withdrawal submissions have been approved and successfully processed via Jeton without any issues.

Regarding the current unavailability of MiFinity for withdrawals, we have forwarded this matter to the relevant team for further clarification. We will provide an update as soon as we have more information.

Kind regards,

Winrolla Casino Taem

Dear Ninosch,

Thank you for contacting us regarding your withdrawal options.

Please be advised that MiFinity is no longer available as a payment method. This change follows a recent business decision.

Platform offer several other secure and efficient withdrawal methods. We recommend visiting the Cashier section of your account to view the current list of available options for your region and selecting the one that best suits your needs.

We appreciate your understanding regarding this update to our payment services.

Kind regards,

Winrolla Casino Team

Okay, I just found it strange that the payout method disappeared at the exact same time I was verified.

Thanks for the clarification, even though I still find it strange. Withdrawals using tokens are working as expected.

Ok, ich fand es nur seltsam, dass die Auszahlungsmethode genau zum selbem Zeitpunkt verschwand, als ich verifiziert wurde.

Danke für die Klarstellung, auch wenn ich es nach wie vor seltsam finde. Die Auszahlungen mit Jeton laufen wie gewünscht ab.

Thank you for the clarification, Winrolla Casino Team.

Dear Ninosch,

I hope the matter concerning MiFinity has been made clear. I trust you will receive all your winnings through Jeton in a timely manner.

Please inform me if I can regard this case as resolved or if you require help with anything further.

Dear Michal

In the event that any issues should arise, I would prefer that the complaint remains open until the full withdrawal of my winnings has been completed.

Unless it is possible to reopen the complaint at a later stage, should any problems occur?

There is currently an outstanding balance of €13,328 that is still to be paid by the casino.

Kind regards

Dear Ninosch,

I understand your concerns; however, as confirmed, you normally receive payments via Jeton in accordance with the casino's withdrawal policy, and I anticipate that there should not be any issues with this moving forward. Should any problems arise or if the payments deviate from the usual payout schedule, please feel free to contact me directly at michal.k@casino.guru or request to have this case reopened, and we will take action. Given that you still have quite a substantial amount pending withdrawal, I cannot keep this case open for an indefinite period, as we need to allocate our resources to assist other players who have reached out for help. This is particularly important now that everything appears to be functioning correctly for you.

With this in mind, may I proceed with closing this case as resolved?

I understand. You can close this complaint for now.

Ich verstehe das. Sie können diese Beschwerde gerne vorerst schließen.

Dear Ninosch,

Thank you for confirming. I will proceed to mark this case as resolved in our system.

I appreciate the cooperation from both parties, and I am pleased that we could set things on the right path. As I previously stated, if any issues come up or if the payments differ from the standard payout schedule, do not hesitate to reach out to me directly at michal.k@casino.guru or request to have this case reopened, and we will take the necessary steps.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru