Winrolla Casino - Isplata igraču je odložena.

I am filing a complaint against Winrolla Casino.

On 30.05.2026 I submitted a withdrawal request for 500 EUR (Transaction ID: e0132e79-c828-4539-8308-bf948083b758).

The withdrawal remained pending for more than five days. During this time, support repeatedly informed me that there were no problems with my account and that no additional verification documents were required.

After more than five days, the withdrawal was cancelled and the funds were returned to my casino balance. I did not cancel this withdrawal.

The casino provided contradictory explanations, including a technical issue, a cancellation allegedly made by me, and later a cancellation by the payment provider.

I had previously received a successful withdrawal of 300 EUR using the same payment method and bank account.

I have contacted support and the complaints department several times by e-mail but have not received a clear written explanation.

I have now submitted a new withdrawal request for 500 EUR (Transaction ID: 8fcd764e-608c-41f2-806b-7c43a85d6500).

I am requesting assistance in obtaining a clear explanation and the successful processing of my withdrawal.

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.

Dear Shanti1972,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your response.

I would like to provide additional information regarding my case.

I previously received a successful withdrawal of 300 EUR. The funds were credited to the same bank account and payment method that I later used for my 500 EUR withdrawal request.

The 300 EUR withdrawal was processed successfully within approximately five days.

My subsequent withdrawal request for 500 EUR remained pending for more than five days and was then cancelled.

The casino has provided several contradictory explanations regarding this cancellation. First, I was informed that the withdrawal had allegedly been cancelled by me. Later, I was told that there had been a technical issue. Most recently, I was informed that the payment provider had rejected the transaction.

After receiving this explanation, I contacted my bank directly. I was informed that there are no restrictions, blocks, or known issues regarding incoming payments to my account.

I have also requested from the casino the full legal name of the operating company, licensing information, licence number, regulatory authority, and details of their official complaints procedure. So far, I have not received any substantive response to these requests.

A new withdrawal request for 500 EUR is currently pending. However, there has been no progress, no clear explanation, and no meaningful communication from the casino regarding the previous cancellation or the current withdrawal.

I understand your policy regarding the 14-day waiting period. Nevertheless, I wanted to document these facts and the contradictory information provided by the casino for the record.

Kind regards,

Dear Shanti1972,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Shanti1972,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru