Winna Casino - Player's account access is delayed.

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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.

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Dear yydmlcbfl,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Winna Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello! I didn't receive any bonuses from the casino. I sent you the correspondence with the casino by email. Thank you!

Thank you very much, yydmlcbfl, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winna Casino representative to join this conversation.

Dear Winna Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

There is also no account under this email.

Dear player,

Could you please share with us all of the details you entered while registering in this casino? (username, name, date of birth, country, ....). Hopefully, it could help the casino find your account.

Thank you.

Dear player,

Could you please specify, how you accumulated the balance of 573 USDT? Have you managed to make a deposit and play, before the email verification was requested? Would you be able to send me the proof of the deposit?

Thank you.

Dear Winna Casino,

Please provide evidence, that the account under username yydmlcbfl does not exist in your system (for example screenshots from your system with usernames with alphabetical order from the part, to which yydmlcbfl would belong, or by searching it in the database).

Thank you.

Here you go.

Der Winna Casino,

As you can see, the player shared his deposit information in his last message.

Can you please double check this transaction hash, and to which account was this payment linked to? Please also provide gameplay information from the linked account, with dates of access, and which devices have been used for logins.

Thank you for your cooperation.

As mentioned, the player never used our site apparently. I'm not sure what is his goal with this complaint.

Dear Winna Casino,

Please note, that proper clarification of the case is important for us. If the the player deposited $370, and won additional amount, it would be unfair, if he wasn't able to access his winnings.

Please check the aforementioned hash, and provide game log from the recipient's account, as requested in my previous message:

Can you please double check this transaction hash, and to which account was this payment linked to? Please also provide gameplay information from the linked account, with dates of access, and which devices have been used for logins.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As mentioned before, the player never created an account on our platform. I'm not sure what he is referring to and this complaint makes no sense.

Dear player,

Could you please confirm, if you are able to access your account now?

Thank you.

Hello! Thank you! I actually received this email:

Welcome to Winna! We're thrilled to welcome you to our community of passionate gamers!

You're just one step away from unlocking your full account. To access all the features and start winning big, confirm your email address by clicking the button below.

I followed the link and confirmed my email. Then, when I tried to log in to my account, I received a code via email. I entered it, but I couldn't log in. A message popped up: "Account is not activated." I've tried many times, but the result is always the same...

I wrote to the support chat, but they don’t answer me.

Hello yydmlcbfl,

Please note that we have conducted a further investigation and identified suspicious activity on your sports betting account, including value betting, late betting, arbitrage betting, or betting on fixed matches.

Additionally, please be advised that you are required to complete the KYC process, as previously communicated to you via email.

Please let us know if you require further assistance.

As always, we are here to help and provide you with the best experience. You can always reach out to our dedicated support team, which is available 24/7.

Dear player,

Please note, that completing KYC is a crucial process, that is generally needed in online casinos in order to access funds.

Could you please confirm, if you engaged only in sports betting on this website? Have you played any casino games too?

Hello! On December 9th, I was asked to complete verification, and I uploaded the documents almost immediately. On December 15th, I received a message stating that verification had been approved. I withdrew my funds on December 16th. My request is still under review, but I expect it will be processed soon.

I took a while to respond because I wanted to wait until the money was withdrawn and then write back that everything was fine and I could close the complaint, but I see time is running out for a response...

In general, as soon as I receive the money, I will write as soon as possible, thank you!

Thank you for the update.

Please notify me, when you receive the funds, or there is any other important update.

Hello!

My balance was $573. I received a refund of $370. I had one sports bet with odds of 1.55, and winna.com said the bet was bad and only refunded my deposit. I'm not focusing on this because I know Casino Guru doesn't handle sports betting.

My question was about changing my email address. Without Casino Guru, this issue wouldn't have been resolved; I would have simply been ignored. Even in this complaint, the winna.com representative insisted to the very end that I didn't have an account on their website.

Winna.com Casino certainly doesn't address user issues. Support is silent. Changing your email address is easy at any casino, but not at winna.com.

The complaint can be closed. A huge thank you to Casino Guru, with your help, winna.com found my account and changed the email address to access it!

Hello,

Thank you for your feedback. Please note that we are working hard to keep player satisfaction at the highest level, and we apologize for any confusion.

Feel free to message us at any time, and we’ll be happy to assist you.

Kind regards,

Winna Team

Dear yydmlcbfl,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru