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Description of the issue:

​On 13/07/2026, I made a deposit of EUR 50 at WinRolla Casino and received a EUR 150 bonus. By playing, I successfully increased my account balance to EUR 270.

​The next day (less than 24 hours later), my entire account balance – including my real deposit and winnings – was completely gone. When I contacted live support, the agent informed me that the bonus had "expired".

This action is in direct violation of their own terms and conditions:

​Breach of Article 7.12: Article 7.12 of their official website clearly states that the wagering requirement for casino bonuses is 10 days. My funds were confiscated after just one day.

​Hiding Terms: When I pointed out Article 7.12, the chat agent (Agent Melany) claimed that this bonus has different terms and conditions listed under the "My Bonuses" tab. However, this tab and its terms are not visible or accessible to the player prior to depositing.

I sent the casino an official email complaint almost two weeks ago with all the evidence and a request for a refund of 270 EUR, but they are completely ignoring my email and not responding to it.

​I am attaching a screenshot of the chat and a screenshot of their rule 7.12, where the 10-day deadline is clearly visible. I ask the Casino Guru team to help resolve this dispute and refund my money.

Opis težave (Description of the issue):

​Dne 13. 7. 2026 sem v igralnici WinRolla opravil polog v višini 50 EUR in prejel 150 EUR bonusa. Z igranjem sem stanje na računu uspešno povišal na 270 EUR.

​Naslednji dan (po manj kot 24 urah) je celotno moje stanje na računu – vključno z mojim realnim depozitom in priigranim dobičkom – popolnoma izginilo. Ko sem kontaktiral podporo v živo, mi je agentka sporočila, da je bonus "potekel".

​To dejanje je v neposredni kršitvi z njihovimi lastnimi splošnimi pogoji poslovanja:

​Kršitev člena 7.12: V členu 7.12 njihove uradne spletne strani je jasno določeno, da je rok za izpolnitev stavnih zahtev za igralniške bonuse 10 dni. Moja sredstva so bila zaplenjena po le enem dnevu.

​Skrivanje pogojev: Ko sem opozoril na člen 7.12, je agentka v klepetu (agentka Melany) trdila, da za ta bonus veljajo drugačni pogoji, ki so navedeni pod zavihkom "Moji bonusi". Vendar ta zavihek in njegovi pogoji igralcu niso vidni ali dostopni pred pologom.

​Igralnici sem pred skoraj dvema tednoma poslala uradno e-poštno pritožbo z vsemi dokazi in zahtevo za vrnitev sredstev v višini 270 EUR, vendar moj e-mail v celoti ignorirajo in nanj ne odgovarjajo.

​Prilagam posnetek zaslona klepeta ter posnetek zaslona njihovega pravila 7.12, kjer je jasno viden 10-dnevni rok. Prosim ekipo Casino Guru za pomoč pri reševanju tega spora in vračilu mojega denarja.

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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 screenshot of or a link to the bonus you activated and played with?
• How did you find this bonus? Was it available on the casino website, did you receive it as a promotional offer via email, or was it available directly in your account?
• How much of the wagering requirement had you completed when your bonus expired?

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

​Hello Veronika,

​Thank you very much for taking on my complaint. I am happy to provide you with the exact screenshots and details you requested:

​Screenshot / Link to the bonus: I have attached the promotional email from WinRolla (dated 11/07/2026) offering the "300% UP TO 200 €" bonus for a deposit of 50 €+. I have also attached the confirmation email (dated 13/07/2026) confirming that 150.00 EUR bonus was credited.

​Where I found the bonus: The promotional offer was sent directly to my email and activated upon making a 50 EUR deposit on the website.

​Wagering requirement progress: As shown in the attached screenshot of my active bonus dashboard, I had already completed 26% of the wagering requirements (1,576.20 EUR / 6,000.00 EUR) and my account balance stood at 297.34 EUR.

​Despite actively wagering and having a balance of 297.34 EUR, the bonus and my balance were completely removed after less than 24 hours. Section 7.12 of WinRolla's General Terms states a 10-day validity period, yet support claimed a hidden 24-hour limit applied.

​I have attached all 4 screenshots to this reply. Please let me know if any further information is needed.

​Best regards!

Hello Samir_a,

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

I can see that the bonus was sent to your email. Therefore, please forward me the original promotional email you received at veronika.f@casino.guru. Do not send me a screenshot of the email, but the whole unedited offer.

Also, if you are still able to see the bonus in your casino account, kindly send me a screenshot of the Terms and Conditions for this particular bonus.

I appreciate your patience and cooperation.

Hello, I have forwarded it to your email address.

Best regards, Samir

Thank you for sending me the promotional offers. The email containing the bonus you activated does not include any specific information regarding the promotion period. However, in a screenshot you sent in one of your previous responses, there was a timer displayed directly in your bonus history above the promotion in question. Therefore, you were aware of the 24-hour window within which you had to wager the bonus.

Did you contact customer support to ask about the duration of the bonus when you noticed it in your bonus section?

​Hello Veronika,

​Thank you for your update. To answer your question: No, I did not contact support when I saw the timer inside my bonus dashboard, because I assumed the timer was merely showing the remaining window to activate or start using the bonus, or simply a visual UI element, given that Section 7.12 of the General Terms explicitly guarantees a 10-day validity period for casino bonuses.

​Crucially:

​Prior to Deposit: Neither the promotional email nor the deposit page mentioned any 24-hour limit. I deposited my real money (50 EUR) based on their advertised offer and General Terms (10 days).

​After Deposit: The 24-hour countdown was only revealed after my deposit was already made and the bonus was activated.

​Confiscation of Real Money: When the bonus expired, they did not just cancel the bonus amount—they confiscated my entire account balance of 297.34 EUR, including my original cash deposit and accumulated winnings.

​Even if a shorter timer appeared in the dashboard after depositing, changing the core terms after taking a player's deposit without prior notice is misleading. I only contacted support right after the funds disappeared to ask why my entire balance had been removed.

​Best regards,

Samir

Dear Samir_a

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 (michal.k@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,

Veronika

Hello Samir_a,

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,

Could you kindly clarify why a rule appears to have been applied to the player that was not clearly presented or communicated in the bonus promotion?

We would appreciate your explanation of the course of events and welcome the opportunity to explore together how this matter can be resolved fairly.

Should there be any additional factors related to this situation that are not suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru.

Thank you in advance.

Dear Samir_a,

We are writing to inform you that we are currently investigating this matter. Please be assured that we will make every effort to assist you with your request as expediently as possible. We will provide a further update as soon as we have more information.

Thank you for your patience and understanding while we work through this.

Kind regards,

Winrolla Casino team.

Dear Winrolla Casino Team,

Thank you for your response. We look forward to receiving the information and supporting evidence required for an independent assessment of the case.

Dear Samir_a,

Could you please provide the full screenshots of this offer email you received between July 10, - July 13, 2026?

Please ensure the screenshots include the entire email, including the very bottom section.

We sincerely appreciate your understanding and cooperation regarding this matter. We look forward to receiving your update. 

Kind regards,

Winrolla Casino team.

Dear WinRolla Team and Michal,

​As requested, I have uploaded the full screenshots of the promotional email I received.

​As clearly stated in the promotional terms at the bottom of the email (visible in the screenshot):

​Obdobje promocije: "3 dni aktivacije, 3 dni trajanja" (Promotion period: 3 days activation, 3 days duration)

​"3 days activation" explicitly means the player has 72 hours from the moment the email is received to make a qualifying deposit and activate the promotion.

​My deposit was made within this 72-hour window. There is no mention anywhere in the email or its terms of a shortened 24-hour expiration window prior to deposit.

​Best regards,

Samir

Dear Samir_a,

Than you for providing the screenshots of the email offer as requested.

We would kindly request you to please also provide the screenshot of the date you received this email.

We look forward to your update.

Kind regards,

Winrolla Casino team.

​Dear WinRolla Team and Michal,

​As requested, I have uploaded the screenshot showing the exact date and time this email was received in my inbox.

​As you can confirm from the timestamp and my account history, my deposit was made within the allowed 3-day activation window.

​Best regards,

Samir

Dear Samir_a,

Thank you for providing the requested screenshots. Your prompt assistance is greatly appreciated.

Dear Michal,

We have sent an email to you attached with few evidences for your further review.

We look forward to your update.

Kind regards,

Winrolla Casino team.

Dear Samir_a,

Thank you for providing the information and supporting evidence. Could you please confirm whether you began playing with the bonus immediately following the deposit and activation?

Dear Winrolla Casino team,

Thank you for your email. I have responded with some additional queries and look forward to your reply.

​Dear Michal and WinRolla Team,

​Yes, I can confirm that I started playing with the bonus funds immediately right after making the qualifying deposit and activating the promotion.

​Best regards,

Samir