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 petra.h@casino.guru or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

Have you previously experienced any issues with your account, or was this the first occurrence?

• I have never experienced this issue before and it was the first occurrence.

Had you completed the verification process before you lost access to your account?

• Yes, I completed the verification process that Winna.com had requested.

Were your winnings accumulated with an active bonus or without any bonus?

• No, I was playing with money that I deposited myself. The jackpot was earned using my own money.

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

Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The support team is not helpful with giving me an answer about my account. They either don’t respond or say that they cannot help me with my account because another team is handling the ticket. It’s been weeks and I have yet to receive and email or any response regarding the status of my account. I have a screenshot of one of my attempts to reach out to support but they never responded back to my question.

Dear jaketherake172

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winna Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winna Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello Casino Guru Team,

We are responding to this matter publicly for full transparency.

The account in question has been permanently suspended due to a serious breach of our Terms of Service, specifically exploitation of a technical issue.

A brief technical problem occurred with one of our servers, which was taken advantage of. Once identified, the affected bet was voided and the account was suspended.

Additionally, the user transferred the funds into the vault in an apparent attempt to conceal the exploitative winnings, further demonstrating awareness that the activity was not legitimate gameplay.

Once the issue was identified, the affected wager was voided in accordance with our Terms, and the account was permanently suspended.

We maintain a strict zero-tolerance policy toward exploitation of platform errors. This type of conduct is not consistent with the integrity we expect within our community, and the suspension will remain in place permanently.

Kind Regards,

Winna Team

Thank you, Winna Casino, for the information provided.

Please send detailed information to my email address (romana.r@casino.guru) so we can evaluate it.

Thank you.

Respectfully,

Romi

Hello Winna Team,

Thank you for your public response.

I would like to formally dispute the characterization of my activity as "exploitation." At no point was I aware of any technical malfunction, nor did I intentionally attempt to manipulate or take advantage of your platform. I placed wagers in good faith using the functionality available to me at the time.

Regarding the transfer of funds into the vault, this is a standard feature provided by your platform and one I have used previously for bankroll management and security purposes. Interpreting the use of a normal account feature as evidence of wrongdoing is both speculative and unsupported.

If a technical issue occurred on your server, that is understandably unfortunate. However, users interacting normally with the platform should not be presumed to have technical knowledge of backend errors, nor should they be penalized without clear and demonstrable evidence of intentional abuse.

I respectfully request the following:

Specific evidence demonstrating how my actions constituted intentional exploitation.

A detailed explanation of the technical issue and how it directly implicates my account.

An independent review of the suspension decision.

I am fully willing to cooperate with any fair investigation. I value transparency and integrity just as much as you claim to, and I believe this matter deserves a thorough and impartial reassessment.

I look forward to your response.

Kind regards,

Jaketherake172

Hello Romana,

Please note that we have sent the risk assessment.

Please let us know if you require further information.

Kind Regards,

Wina Team

Thank you, Winna Casino, for your email and detailed explanation of the situation.

Dear user,

Unfortunately, in this case, I have to reject your complaint, as the casino has provided us with sufficient information about why they have taken the decision to close your account.

Please don't hesitate to contact us in the future if you need any help.

Best regards,

Romi