Winrolla Casino - Отказ игрока от участия в турнире отложен.

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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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.

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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