Winna Casino - Player's account has been closed.

My account was deactivated for no reason or any notification. I need my account to be reactivated.

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Dear jaketherake172,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you first notice that your account was deactivated?
• Is there currently any balance on your account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

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

Best regards

Petra

Hello, my account was deactivated without notice this morning around 5 am. I had a large balance and pending withdrawals in my account before it was deactivated. My withdrawals were never processed. I was playing the casino’s original games, mainly Coin Flip.

Live support is not giving me a clear answer and says they cannot reactivate my account on their end. They told me that I will get an email, but I have not gotten anything yet. I was also told to contact a VIP Host but I don’t have any information to contact one.

Hello Petra, I appreciate you looking into my case. I can attach screenshots of my account and the jackpot win of $2,000,000 that I won prior to my account’s deactivation if it is necessary or will help my case in any way. It has been 4 days and I still have not received any update regarding the status of my account. I have tried to contact support on multiple occasions but they will not respond when I bring up that my account has been deactivated. I am assuming the jackpot I won was so large that my account was flagged. I would like some insight into how long the review process will take but I have not heard anything. Thank you again for your time and I hope to hear back from you soon.

Thank you for your reply and for providing the previous details, jaketherake172.

To help us better understand your situation, could you please clarify the following:

• Have you previously experienced any issues with your account, or was this the first occurrence?
• Had you completed the verification process before you lost access to your account?
• Were your winnings accumulated with an active bonus or without any bonus?

Additionally, could you please provide the above-mentioned screenshots and any other communication/your unanswered requests? This may include screenshots, emails, or chat records. You can send all documents to [email protected] or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.