Winrolla Casino - Прибыль от бонусов игроков была уменьшена.

**Casino:** Winrolla

**License:** Anjouan

**Type of complaint:** Bonus / Profit reduction

**Disputed amount:** €1,400 (reduced from €1,480 to €80)

I used a **deposit bonus** at this casino and properly fulfilled the full **wagering requirement of approximately €2,600**.

After fulfilling the bonus conditions, my balance was **€1,480**.

Subsequently, my credit balance was **unilaterally and without prior notice** reduced to **€80**.

### Important points:

* This was explicitly a **deposit bonus**, not free spins or a no deposit bonus.

* **In the bonus menu and in the displayed bonus conditions**, **no maximum payout limit**, **no 5x limit** and **no €80 cap** were specified.

* I have thoroughly reviewed the **entire terms and conditions**.

The payout limits mentioned there (e.g. for free spins or no deposit bonuses) are **clearly regulated separately** and **not applicable to deposit bonuses**.

* Despite repeated requests, support was unable to provide me with any specific terms and conditions or bonus clause that justifies this reduction.

### Why I am filing the complaint:

In my view, the reduction of my credit balance constitutes a **subsequent, non-transparent contract amendment**.

Without a clearly communicated limit in advance, there is **no legal or contractual basis** to cap profits retrospectively.

### Desired solution:

I demand the **full restoration of my balance (€1,480)

### Proofs:

* Screenshots of the bonus menu

* Screenshots of the relevant terms and conditions

* Balance before and after the reduction

* Communication with support

---

#

**Casino:** Winrolla

**Lizenz:** Anjouan

**Beschwerdeart:** Bonus / Gewinnkürzung

**Strittiger Betrag:** 1.400 € (von 1.480 € auf 80 € reduziert)

Ich habe bei diesem Casino einen **Einzahlungsbonus** genutzt und die vollständige **Umsatzanforderung von ca. 2.600 €** ordnungsgemäß erfüllt.

Nach Erfüllung der Bonusbedingungen betrug mein Guthaben **1.480 €**.

Im Anschluss wurde mein Guthaben **einseitig und ohne vorherige Information** auf **80 € reduziert**.

### Wichtige Punkte:

* Es handelte sich ausdrücklich um einen **Einzahlungsbonus**, nicht um Freispiele oder einen Bonus ohne Einzahlung.

* **Im Bonus-Menü sowie in den angezeigten Bonusbedingungen** wurde **kein maximales Auszahlungslimit**, **keine 5x-Begrenzung** und **keine 80-€-Deckelung** angegeben.

* Ich habe die **gesamten AGB vollständig geprüft**.

Die dort genannten Auszahlungslimits (z. B. für Freispiele oder Boni ohne Einzahlung) sind **klar getrennt geregelt** und **nicht auf Einzahlungsboni anwendbar**.

* Der Support konnte mir trotz mehrfacher Nachfrage **keine konkrete AGB- oder Bonusklausel nennen**, die diese Kürzung rechtfertigt.

### Warum ich die Beschwerde einreiche:

Die Reduzierung meines Guthabens stellt aus meiner Sicht eine **nachträgliche, intransparente Vertragsänderung** dar.

Ohne eine vorab klar kommunizierte Begrenzung besteht **keine rechtliche oder vertragliche Grundlage**, Gewinne nachträglich zu deckeln.

### Gewünschte Lösung:

Ich fordere die **vollständige Wiederherstellung meines Guthabens (1.480 €)

### Beweise:

* Screenshots des Bonus-Menüs

* Screenshots der relevanten AGB

* Guthaben vor und nach der Kürzung

* Kommunikation mit dem Support

---

#

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.

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.

• Could you please send me a link to the bonus you activated and played with? If you only have screenshots, would it be possible to include screenshots of the rules for this specific bonus as well?
• Have you contacted the casino’s customer support after your winnings were reduced? If so, what explanation were you given?
• Have you previously accumulated winnings using bonuses at this casino? If yes, were your winnings ever capped in a similar way?
• Could you please send me a screenshot of your bonus history so we can verify that no other bonuses were active apart from the 33% bonus up to €777?

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 sent them an email with all the information.

Ich habe ihnen eine E-Mail geschickt mit allen Informationen.

Here you can see the bonus without limit, the terms and conditions, and the progress.

This is fraud if it is not resolved.

Hier sieht man den Bonus ohne Begrenzung die ABGs und den Verlauf

Das ist Betrug wenn sich das nicht klärt.

Could you please open the Bonus Terms directly under the 33% bonus and send me a screenshot of them? This will help us verify the exact conditions that applied to your bonus.

I want to clarify that I can no longer provide a screenshot of the bonus terms and conditions, as the bonus in question has already been fully completed. The bonus is no longer active, which is why the original bonus terms and conditions are no longer accessible.

At the time I took the screenshot, the "Bonus Conditions" field simply led to the general terms and conditions (GTC). Even now, clicking this field only redirects to the GTC. However, these GTC **do not clearly and unambiguously** state that a *deposit bonus* is subject to a maximum winnings limit of 5x. Such a limit is only mentioned for **no-deposit bonuses**.

At no point was there any clear, transparent, and easily visible information about a maximum payout of 5x for deposit bonuses. Had this restriction been displayed clearly and unambiguously – as is common practice at many partner casinos that state the maximum payout directly and clearly in the bonus details – I would not have complained.

From my point of view, there is therefore a lack of transparency, since such a significant restriction as a profit limit should have been communicated clearly, unambiguously and directly in the bonus information and not indirectly or not at all apparent.

Ich möchte klarstellen, dass ich keinen Screenshot der Bonusbedingungen mehr nachreichen kann, da der betreffende Bonus bereits vollständig abgeschlossen ist. Der Bonus ist nicht mehr aktiv, weshalb die ursprünglichen Bonusbedingungen nicht mehr einsehbar sind.

Zum Zeitpunkt, an dem ich einen Screenshot gemacht habe, führte das Feld „Bonusbedingungen" lediglich weiter zu den allgemeinen Geschäftsbedingungen (AGB). Auch jetzt wird man beim Anklicken dieses Feldes ausschließlich zu den AGB weitergeleitet. In diesen AGB ist jedoch **nicht konkret und eindeutig** angegeben, dass ein *Einzahlungsbonus* einer Gewinnbegrenzung von maximal 5x unterliegt. Eine solche Begrenzung wird dort lediglich für **Boni ohne Einzahlung** erwähnt.

Eine klare, transparente und gut sichtbare Information über eine maximale Auszahlung von 5x bei Einzahlungsboni hat zu keinem Zeitpunkt in meinem Sichtfeld existiert. Wäre diese Einschränkung deutlich und unmissverständlich angezeigt worden – so wie es bei vielen Partnercasinos üblich ist, die eine maximale Auszahlung direkt und klar sichtbar bei den Bonusdetails angeben – hätte ich mich auch nicht beschwert.

Aus meiner Sicht liegt hier daher ein Mangel an Transparenz vor, da eine so wesentliche Einschränkung wie eine Gewinnbegrenzung klar, eindeutig und direkt bei den Bonusinformationen hätte kommuniziert werden müssen und nicht indirekt oder gar nicht ersichtlich war.

Dear Justininsel

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, Michal ([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

Hello Justininsel,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Winrolla Casino to participate in this discussion.

Dear Winrolla Casino,

I would appreciate it if you could clarify the reason behind the cap placed on the player's winnings, as the player mentioned that this was not communicated beforehand.

Could you please specify which rule was applied and the reasoning behind it?

If there are any other factors related to this situation that cannot be disclosed publicly, please do not hesitate to share them with me directly at [email protected].

Thank you in advance.

Dear All,

Thank you for reaching out to us.

Please know that your case is being reviewed by the relevant team, and you will be notified as soon as there is an update. 

Best regards,

Winrolla Casino Team

Dear Winrolla Casino,

I look forward to your timely response and remain hopeful for a positive resolution to this matter.