Winrolla Casino - A desistência do jogador está atrasada.

My withdrawal of 500 euros simply isn't being processed.

According to the casino, I don't currently need to verify my identity.

Meine Auszahlung von 500 Euro wird einfach nicht ausgeführt.

Verifizieren muss ich mich nach Angaben Casino momentan nicht.

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.

Dear PascalH,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play to accumulate these winnings?
• When was the last time the casino communicated with you regarding the delay in processing your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hello

• No, no withdrawals have been made yet.
• without bonuses
• Casino and sports betting
• I haven't been contacted yet.

Hallo

• Nein noch keine Auszahlungen durchgeführt
• ohne Boni
• Casino und Sportwetten
• Ich wurde noch nicht kontaktiert

Hello PascalH,

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

Thank you for your patience and for your response.

Have you contacted the casino’s customer support to ask why your payment is delayed? If so, please forward me the screenshots, emails, or chat transcripts of your communication at veronika.f@casino.guru.

The correspondence with the casino may help clarify whether the delay is due to a high volume of withdrawal requests or possibly an investigation related to your gameplay.

In the meantime, I had to upload my documents for verification. This has now taken over a week.

I have not received an answer to my inquiry as to why this is taking so long.

Ich musste in der Zwischenzeit meine Dokumente zur Verifikation hochladen. Dies dauert nun auch schon über eine Woche.

Eine Antwort auf meine Anfrage wieso dies so lange dauert habe ich keine erhalten.

Thank you for letting me know.

Which documents have you submitted to the casino for the KYC verification?

Have any of your documents been approved in the meantime?

Which of your documents are still pending verification?

Please forward me the most recent conversation between you and the casino customer support regarding the verification of your account and the delay in processing your payment at veronika.f@casino.guru. I appreciate your cooperation.

Submitted:

• identity
• Proof of address
• Proof of payment

Only the identity was confirmed.

I sent you the letter from the casino via email.

Vorgelegt:

• Identität
• Adressnachweis
• Zahlungsnachweis

bestätigt wurde nur die Identität.

Das Schreiben vom Casino habe ich dir per email gesendet.

Thank you for your email. Has the casino approved any additional documents in the meantime?

When was the last time the casino customer support communicated with you?

Hello

No further documents have been approved so far, but I have now received the first payment.

I'm now waiting for the second one.

Hallo

Dokumente wurden bisher keine weiteren genehmigt aber ich erhielt nun die erste Auszahlung.

Ich warte nun auf die zweite.

Dear PascalH

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, Lala (jean.s@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

Hello PascalH,

My name is Lala and I will be assisting you with your case. I am happy to hear that you already received your first withdrawal. I hope that together we will come to a quick, successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Winrolla Casino,

Could you possibly provide additional information regarding the stiuation please? Thank you in advance.

Respectfully,

Lala

Dear all,

Thank you for contacting us.

We kindly inform you that we are currently reviewing your case and will update you as soon as we have further updates.

We appreciate you reaching out to us about this matter.

Kind regards,

Winrolla

Dear Winrolla Team,

Thank you for the update. We acknowledge that the case is currently under review and look forward to receiving your findings.

Please keep us informed of any progress.

Dear all,

Thank you for the patience.

We kindly inform you that the account of the player is verified and withdrawals are being proceeded normally.

Kind regards,

Winrolla

Thank you for the update, Winrolla Casino.

Dear PascalH,

Winrolla Casino has confirmed that your account has now been successfully verified and that your pending withdrawals will be processed as soon as possible.

To help us ensure everything is completed smoothly, I kindly ask that you provide an update on your withdrawal status within one week. If you receive the funds earlier, please feel free to let us know at that time.

Hello, I received another payment. Everything is fine at the moment.

Hallo ich erhielt eine weitere Auszahlung. Momentan ist alles bestens.

Hello PascalH,

Thank you for the update.

To confirm that this complaint has been fully resolved, could you please clarify one detail? Since the total amount is approximately €4,000, can you confirm whether all payments have been completed, or if there are still any pending withdrawals?

Thank you for confirming. We will continue to monitor until all withdrawals have been paid out. Please give an update within a week.

The entire amount has now been withdrawn.

I would like to thank everyone involved.

Der Betrag ist nun vollständig abgehoben.

Ich bedanke mich bei allen Beteiligten.

Dear PascalH,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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, 

Lala

Casino.Guru