Winrolla Casino - O jogador solicita o encerramento da conta, mas não recebe resposta.

Hello

I've already sent over 20 emails to the casino asking them to close my account. I haven't received a single response. I even had my email address confirmed in the live chat because I thought it might be incorrect. I asked why all my emails were being ignored, and they simply said they were being processed in order. But I've been writing to them for weeks, and all my emails continue to be ignored. Since April 7th, 2026, I've been writing to them daily explaining that I suffer from gambling addiction and demanding they close my account, but again, there's been no response. They're still allowing me to deposit money. No one can access the live chat anymore; they're ignoring me there too. I'm begging you to help me get my account at this casino closed. Thank you.

Hallo

Ich habe schon mehr als 20 emails an das Casino geschrieben das sie bitte mein Konto schließen sollen. Es kam keine einzige Reaktion. Ich hab mir im Livechat die email adresse bestätigen lassen, weil ich dachte sie wäre vielleicht falsch. Ich fragte warum all meine Emails ignoriert werden,man sagte nur, sie werden in der Reihenfolge bearbeitet. Nur schreibe ich ihnen schon seit Wochen,aber all meine emails werden weiter ignoriert. Seit dem 7.4.26 schreibe ich ihnen täglich das ich unter Spielsucht leide und sie mein konto schließen sollen,auch darauf keine einzige Reaktion. Sie lassen mich weiter einzahlen. Im Livechat kommt niemand mehr rein,auch da wird man ignoriert. Ich bitte euch mir zu helfen das mein Konto in diesem Casino geschlossen wird. Danke

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Dear Gretche70,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at cs@winrolla.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello

I registered with the same email address I used to request account closure. I've been playing at this casino for a while and have already had several withdrawals. My account is verified, and they haven't asked for any further documentation. For weeks, I've been requesting a break daily, and I've just checked all my emails again. I found only one reply to the email I sent on March 23rd. This reply didn't arrive until April 4th, saying they were forwarding it, but nothing happened. So I kept writing, demanding they close my account, but there was no response. From April 7th onward, I wrote daily, explaining that I suffer from gambling addiction and demanding they close my account. I sent you screenshots of these emails. On April 11th, I received the same response: they were forwarding it, but again, nothing happened. On April 12th, I sent the same email again, but they still haven't closed my account or responded. Instead, they're letting me continue depositing and constantly sending me bonus offers.

Hallo

Ich habe mich mit der gleichen Email registriert mit der ich auch den Antrag auf Schließung bat. Ich spiele schon länger in diesem casino und hatte auch schon mehrere Auszahlungen,mein Konto ist verifiziert und sie haben auch keine weitere Unterlagen verlangt. Seit Wochen bat ich täglich um eine Auszeit und habe jetzt nochmal alle meine emails durch geschaut. Ich fand eine einzige Antwort von der Email die ich am 23.3 schrieb, diese Antwort kam dann erst am 4.4 sie leiten es weiter,nichts ist passiert. Also schrieb ich weiter das sie mein Konto schließen sollen,keine Reaktion. Ab dem 7.4 schrieb ich dann täglich das ich unter Spielsucht leide und sie mein konto schließen sollen. Von diesen Emails hatte ich euch Screenshots gesendet. Erst am 11.4 kam wieder das gleiche, sie leiten es weiter,wieder nichts passiert. Am 12.4 schrieb ich die gleiche email nochmal,aber sie schließen mein konto nicht und antworten auch nicht. Nein sie lassen mich einfach weiter einzahlen und schicken mir ständig bonusangebote.

Hello

Since April 7th, I had written daily stating that I suffer from gambling addiction and that they should close my account. Now, on April 16th, they have replied to all my emails from April 11th to 14th, all with the same email stating that they have closed my account (see screenshot). It seems they only did this because of my complaint.

Since April 8th, I have deposited a total of €320. I would like this money back, because if they had closed my account immediately, I wouldn't have suffered this loss. I have also taken screenshots of the payment history.

Hallo

Seit dem 7.4 hatte ich täglich geschrieben das ich unter Spielsucht leide und sie mein Konto schließen sollen. Nun haben sie mir heute am 16.4 alle Emails vom 11.4 bis 14.4 beantwortet, es war immer die gleiche Email,dass sie mein Konto geschlossen haben,siehe Screenshot, Was sie jetzt wohl auch nur wegen meiner Beschwerde getan haben.

Seit dem 8.4 hatte ich bis heute insgesamt 320 Euro eingezahlt. Dieses Geld hätte ich gerne wieder zurück, denn hätten sie mein Konto gleich geschlossen, hätte ich nun diesen Verlust nicht. Von dem Zahlungsverlauf habe ich auch Screenshots gemacht

Dear Gretche70, thank you for your response. Could you kindly forward the receipts for your deposits made after your self-exclusion request from April 7th? You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Hello

They sent the receipts.

Hallo

Die habe die Belege geschickt

Dear Gretche70, dear Attila,

We have carefully reviewed this case and can confirm the following:

The player’s account was successfully closed on April 15. We also confirm that multiple emails were received from the player. Due to the high volume of incoming messages, the standard self-exclusion procedure (which includes requesting confirmation of the reason, forwarding the request for review, and completing closure within the required timeframe) was unfortunately delayed, as newer emails were continuously added to the queue.

We acknowledge that deposits were made between April 7 (first request) and April 15 (account closure). At the same time, we would like to note that no formal refund request has been submitted by the player directly to the casino.

We kindly ask the player to submit an official refund request to our support team. Once received, the relevant department will review the case thoroughly and make a decision accordingly.

We sincerely apologize for the delay and any distress caused by this situation.

Kind regards,

Winrolla Casino Team

To the casino

I replied to your email on April 16th requesting a refund of my €320 deposit, to which, of course, I received no response. You are not responding to any of my emails.

An das Casino

Ich habe euch am 16.4 auf eine Email geantwortet das ich meine Einzahlungen 320 Euro wieder zurück haben möchte, worauf natürlich wieder keine Antwort kam. Ihr reagiert auf keine email von mir

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, Martin (martin.l@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,

Attila

To the casino

I have forwarded to you again the email from April 16th in which I wrote that I would like my deposits back.

I also sent you a new email today requesting a refund again. Let's see if I get a response this time.

An das Casino

Ich habe euch die Email von 16.4 in der ich geschrieben habe, dass ich meine Einzahlungen wieder zurück möchte, nochmals an euch weitergeleitet.

Auch habe ich heute eine neue Email an euch erfasst in der ich nochmals.um Rückerstattung bat. Mal sehen ob nun eine Antwort von euch kommt

Hello Gretche70,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. In case you have any further questions, or in case meaningful developments happen, please do let me know.

Dear casino representative,

please get back to us once you review the player's request. In case the casino won't agree with the player's proposal, I would like to ask you to provide us with the player's full deposit history.

Thank you in advance for providing us with your view of the issue.

And once again, there's no response from the casino. Neither here nor to my email.

Und wieder kommt keine Reaktion von dem Casino. Weder hier noch auf meine Email

Dear Gretche70,

Thank you very much for your message and for confirming that you have sent the refund request.

We would like to clarify that, unfortunately, your email was initially sent as a reply within the previous thread regarding account closure, rather than as a separate request. Because of this, it was not routed to the appropriate department responsible for refund processing, and we only became aware of it after you resent it.

We can confirm that your request has now been forwarded to the relevant team and is currently under review.

We kindly ask for your patience. Please note that the department may contact you to complete a verification process, which is a standard step before proceeding with the refund.

Thank you for your understanding.

Kind regards,

Winrolla Casino Team

Dear casino representative,

thank you for your response. I hope the issue will be resolved soon, please let us know once the review is finalized on your side.

Dear Gretche70,

thank you for your patience, please keep us updated on the status of the issue.

Because I sent the request as a reply, it wasn't forwarded? Of course, because no one has read my emails for weeks. And now you only read my separate email because I mentioned it here?

I have no problem with a verification process and am very curious to see if anyone actually gets in touch.

Weil ich die Anfrage als Antwort gesendet habe wurde sie nicht weiter geleitet? Natürlich,weil keine Email von mir gelesen wurde, und das seit Wochen Und nun habt ihr meine separate Email auch nur gelesen weil ich es hier erwähnt habe?

Mit einem Verifizierungsprozess hab ich keine Probleme und bin sehr gespannt ob sich wirklich jemand meldet

A reputable casino would react immediately.

Ein seriöses Casino würde sofort reagieren