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

Thanks for your reply.

After reviewing the details of the case, we may only assist you if you can provide evidence that you informed the casino of your gambling issues and that the casino failed to protect you. From our perspective, if the casino accepted you as a player, they should pay out your winnings; by the same principle, players are responsible for their spending and losses. Online casinos are, from our perspective, obligated to provide a mechanism to self-exclude players suffering from gambling problems. We don't consider monitoring the activity of the players to be a mandatory responsible gambling feature at this time and can't penalize online casinos for not acting upon such a feature or not having such a feature. Please note that we consider blocking your account an acceptable outcome if no winnings are confiscated or withdrawable balance withheld.

Kindly provide evidence of your self-exclusion request; otherwise, we might not pursue a refund of your net deposits and will be forced to close the case.

Looking forward to your reply.

Dear Casino Guru Mediator,

I am formally requesting you mark this case as "Unresolved" and downgrade their Safety Index to "Blacklisted."

Winna has explicitly refused to provide the server-side chat logs from their VIP Telegram group, which prove my self-exclusion request. Their refusal constitutes a violation of data retention laws, makes a fair resolution impossible, and proves they are actively hiding evidence of a Responsible Gambling violation.

A zero balance does not negate the casino's liability for coaching a U.S. player to breach geo-blocking laws (a violation of their own T&C) and then ignoring their self-exclusion protocols. Please close this case as unresolved and protect other players.

thanks and regards

The regulator has failed to respond to my complaint, and the operator has failed to produce the requested evidence despite being given a deadline. Please mark this case as Unresolved and flag the operator as non-compliant.

Ty,

Thanks for your reply.

I am sorry to hear that your complaint raised with the regulator was unsuccessful. Sadly, at this stage, we are unable to close the complaint as unresolved, nor blacklist the casino. We can only proceed with contacting the casino with sufficient evidence. Since you failed to provide sufficient evidence to support your case, the complaint will be closed as 'rejected'. If you happen to recover the necessary evidence documenting your disclosure of gambling issues and failure of the casino to act, don't hesitate to contact us again, and we'll assist you further.

Don't hesitate to take advantage of the resources found in our responsible gambling section:

https://casino.guru/responsible-gambling-guide

https://casino.guru/global-self-exclusion-initiative/assistance-tool

https://casino.guru/responsible-gambling-guide/overcoming-problem-gambling

https://casino.guru/responsible-gambling-guide/problem-gambling-help-centers

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.