Winrolla Casino - プレイヤーのアカウントは閉鎖されました。

My account was closed by the casino. After closing the account, Winrolla contacted me by email and explicitly requested my bank details in order to refund my remaining balance of €410.

I provided the requested bank details as instructed. Despite this, the refund has not been processed. I sent follow-up emails and a formal notice requesting a payment timeline, but I received no reply.

I can provide:

- The email where Winrolla confirms the refund and requests bank details

- Proof that I submitted the bank details

- Additional email and live chat correspondence

- Evidence that my account was closed

I am not disputing gameplay or bonuses — this is a straightforward unpaid refund after account closure. I am requesting that Winrolla process the €410 refund without further delay.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thanks for your reply.

1- Actually i was involved only in sport betting.

2- Regarding the verification, i was not involved because they didn't ask me to verify my acct. ofc i am ready to do and provide the needed documents. Their kyc just asked about my iban details in order to send the remaining of my balance 410€ as a refund after closing my acct.

3- pls note that there is no bonus involved because i rejected every kind of bonus before and after deposit.

Thank you for your reply, sarohan11. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.