Winrolla Casino - O pedido de autoexclusão do jogador foi ignorado.

On September 5, 2026, I wrote to Michael, an employee of Winrolla Casino, via live chat, stating that I wanted to be banned immediately due to gambling addiction. And preferably permanently.

The employee did not comply with my request and did not respond to the email. cs@winrolla.com referred.

I have repeatedly told him that he must act IMMEDIATELY and without delay.

He did nothing after that either.

My account was not blocked, I received more emails with a bonus, and I was unable to protect myself in this case.

I have already filed a complaint with the Anjouan licensing authority about Winrolla Casino and complained about the employee and the casino.

I also hope that CasinoGuru will impose a penalty on the ranking, because preventive and acute player protection is paramount here, and NOTHING has been done!

I have saved all evidence, such as screenshots of the live chat with the employee and the emails with the bonus offers.

Am 05.09.2026 habe ich den Mitarbeiter Michael des Winrolla Casinos im Live Chat geschrieben, dass ich mich aufgrund von Spielsucht mit sofortiger Wirkung sperren lassen möchte. Vorallem dauerhaft.

Der Mitarbeiter hat meiner Aufforderung nicht Folge geleistet & hat auf die Email cs@winrolla.com verwiesen.

Ich habe ihm mehrfach mitgeteilt, dass er SOFORT und AUGENBLICKLICH handeln muss.

Er hat auch danach wieder nichts unternommen.

Mein Konto wurde nicht gesperrt, wieder wurden mir Emails mit einem Bonus geschickt und ich konnte mich in diesem Fall nicht schützen.

Ich habe auch schon bei der Anjouan Lizenz Behörde Beschwerde über das Winrolla Casino eingereicht & mich über den Mitarbeiter und das Casino beschwert.

Auch hoffe ich, dass CasinoGuru hier eine Strafe an das Ranking verteilt, denn hier steht der präventive und akute Spielerschutz im Vordergrund und hier wurde NICHTS getan!

Ich habe alle Nachweise wie Screenshots des Live Chats mit dem Mitarbeiter und die Emails mit den Bonus Angeboten gespeichert.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Winrolla Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you tried contacting the casino via the email provided by the live chat support?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

There is no original application!

I requested in the live chat that I be permanently banned with immediate effect. There's no need to send a separate email to support for that!

What kind of player protection is this, or rather, what good is player protection to me if action isn't taken immediately?

Yes, I still have access to my account and receive bonus emails and offers.

That's why I saved the chat history and made it available to you here.

Es gibt keinen ursprünglichen Antrag!

Ich habe im Livechat die Bitte geäußert, mich mit sofortiger Wirkung dauerhaft sperren zu lassen. Da muss ich nicht extra eine Email an den Support schreiben!

Was ist das denn für ein Spielerschutz, beziehungsweise was bringt mir der Spielerschutz, wenn hier nicht sofort gehandelt wird?

Ja ich habe weiterhin Zugriff auf mein Konto und erhalte Bonus Emails und Angebote.

Deswegen habe ich den Chatverlauf gesichert und hier Ihnen zur Verfügung gestellt.

Thank you for your response. 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.

According to the casino's policy, self-exclusion requests should be submitted to the above-mentioned email address.

Furthermore, please understand that without sufficient evidence showing that you explicitly informed the casino about gambling-related problems and that the casino failed to act accordingly, we would not be able to request a refund of your deposits.

I understand how disappointing it must be to feel that the casino did not adequately protect you. However, based on the evidence currently available, we can only see that you requested an immediate account closure. We cannot see that gambling problems or gambling addiction were explicitly mentioned to the casino.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Winrolla Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to cs@winrolla.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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