Winna Casino - Player's account has been closed after self-exclusion request.

1. Self-Exclusion Failure:

I requested a hard self-exclusion ("Self Hard") due to gambling concerns. The operator failed to enforce this request and instead targeted me with VIP bonuses to encourage further wagering, completely disregarding responsible gambling protocols.

2. Support-Guided VPN Bypass:

I was explicitly instructed by the casino's own support team (agents Emma and VIP Support) to use VPNs (NordVPN/ProtonVPN) to bypass geographical restrictions. I followed these instructions because they came directly from operator employees. Their own staff induced me to deposit and continue playing on a platform they knew I was supposed to be excluded from.

3. Retaliatory Account Lockout:

After facing a delayed deposit, I raised concerns regarding geo-restrictions and questioned the casino's legitimacy directly with VIP support. When I formally requested a refund of my net losses, the casino retaliated by locking my account entirely. This prevents me from accessing my own transaction history, game data, or any remaining funds. It is a clear act of retaliation and obstruction of my ability to verify my claims.

Desired Outcome:

I am seeking a full refund of $20,604.83 in net losses. This is directly warranted because the casino's own staff encouraged the geoblock bypass, ignored my self-exclusion, and then punished me for filing a complaint.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winna Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your self-exclusion request addressed to the casino, with timestamps and any response you might have received? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas