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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