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.

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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 [email protected].

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 ([email protected]). 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.