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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?