The player from Quebec had their account closed after they had reached Gold VIP status and experienced a series of withdrawal issues, with around 700 USDT owed to them due to declined withdrawals and a confiscated balance. After they contacted support, they received a message stating that the account was closed by management without further explanation and they were banned from the chat. The player had mainly engaged in sports betting and had not undergone any KYC verification before losing access to their account. The casino did not provide specific reasons for blocking the account and did not respond to the player’s inquiries. We reviewed the case but were unable to fairly assess the casino’s decision due to limited insight into sports betting-related restrictions, which led to the complaint being closed without resolution.
Winna Casino - Player’s account has been closed and funds confiscated.
Other
Amount: 700 USD₮
Winna Casino
Safety Index 9.3 Very highCase summary
Hello there,
I signed up to Winna months ago, played there a lot, and eventually reached Gold VIP status. I was down nearly 10k when my account got closed.
The day it all happened, last Friday, they released both the monthly and weekly bonuses together. I didn’t have any balance in my account, and I received around 380 USDT. I placed some bets until I got up to around 875 USDT, then requested a withdrawal.
All my withdrawals had always been instant before, but this time they told me I had to wait. After 1–2 hours, seeing that it still hadn’t been processed, I cancelled it and submitted a smaller 300 USDT withdrawal, which was processed.
Then I submitted another 300 USDT withdrawal and kept placing some bets. This second 300 USDT withdrawal was declined, but this time the money wasn’t returned to my balance. I made another 100 USDT withdrawal request, and the same thing happened: declined, and the money was never returned to me.
At that point, I still had 300 USDT in my balance, and they removed that too. In total, between the declined withdrawals and the confiscated balance, they owe me around 700 USDT, actually a few dollars more than that.
Here you can see the withdrawal section:
https://i.imgur.com/Be9CBdh.jpeg
It felt really strange, so I contacted their support and they told me their team would review this "technical error". Of course, there was no technical error.
From that moment on, they banned me from the chat. My messages still appeared as delivered on my end, but other users couldn’t see them. Basically, they silenced me so I couldn’t tell people what was happening. https://i.imgur.com/ZnQJ8Yy.jpeg (left my chat logged in, right winna.com real chat in incognito mode). Their previously fast support suddenly became unresponsive and slow, taking ages to reply. At that point, I knew where this was going.
This is the message they sent me the next day:
https://i.imgur.com/C9LYZl1.jpeg
> "Hi there! I am so sorry for the delay. I just got an update from our team. Please note that your account was closed and also the funds were removed as per management decision and cannot be reopened. This is final decision by them."
No further explanation. Just "haha, we took your money, fuck you."
All my bets that day were on liquid, or almost liquid, markets. Nothing weird happened, and those winnings were completely legit. If you don’t want me in your casino, that’s perfectly fine. Just pay me my money, close my account, and say goodbye. But not this way.
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Stay safe.
Dear cronosone,
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- What specific reasons did the casino provide for blocking your account?
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
Mainly sports-betting.
No KYC was asked for.
no further explanation, they’re not answering my mails to complaints@winna.com nor chat.
Dear cronosone,
Please understand that if you placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.
Unfortunately, after gathering all the necessary information we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
Best Regards,
Petra
