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