The player from the United Arab Emirates submitted a formal complaint against Winna Casino for the unjust closure of his main account, denial of earned rewards, and poor communication regarding his previous complaint. After being assured by support that multiple accounts were allowed and that VIP status could be transferred, he created four accounts and made significant deposits and wagers. His main account was disabled without warning, and the other accounts were subsequently shut down, leaving him with no access to his earned benefits. The Complaints Team concluded that the casino's policy against multiple accounts was upheld, and therefore, a favorable resolution could not be provided, resulting in the closure of the complaint.
Winna Casino - Player's account has been closed unjustly.
Closed
Our verdict
Unjustified complaint
Amount: $7,000
Winna Casino
Safety Index:Fresh casinoCase summary
Discussion
Public
Public
7 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Winna Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Have you had any successful withdrawals with this casino, please?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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Public
Public
7 months ago
Hello,
thank you for your message.
After a careful review of your complaint and supporting evidence, I regret to inform you that I am unable to offer a favorable resolution. I understand your interpretation of the communication with the casino representative; however, it's important to note that the terms and conditions supersede any information provided by support agents. While I recognize this news may be frustrating, our internal policies strictly prohibit the creation of multiple accounts within a single casino establishment. Please be aware that this is a standard policy across the online casino industry, and similar actions may be taken elsewhere if a violation is detected.
This complaint will be closed.
We regret that we were unable to provide a more satisfactory resolution.
Please do not hesitate to contact us in case you need help with this or any other online casino.
All the best,
Katarina
