The player from Germany reported that his account at Winna Casino had been unjustly suspended for alleged bonus abuse. He argued that the suspension was unfounded, as he had played an accessible game and did not violate any existing terms, which were later amended to prohibit low-risk wagering strategies retroactively. The player sought assistance in reactivating his account and addressing the lack of communication from customer support. The issue was resolved, and the player's account was reactivated following confirmation of his compliance with the necessary verification processes.
Winna Casino - Player's account is unjustly suspended.
Resolved
Our verdict
Case closed
Amount: ??
Winna Casino
Safety Index:Fresh casinoCase summary
Discussion
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7 months ago
Translation
Subject: Complaint against Winna Casino – Unjustified account suspension due to alleged bonus abuse (Username: [hidden by Casino Guru])
Dear CasinoGuru,
I hereby wish to open a case and file a complaint against Winna Casino.
My casino username is [hidden by Casino Guru].
My account was blocked without justifiable reason, under the pretext of bonus abuse. I consider this action unjustified and request your assistance in clarifying the matter and reactivating my account.
Let me explain the details:
Background to the ban: A few weeks ago, I played the game "Hacksaw Baccarat," which was fully available at the casino at the time and accessible to all players. It was a regular game offered by the casino, and I did not use any prohibited strategies that were explicitly prohibited in the terms and conditions (T&Cs) at the time. The casino has since removed the game from its offerings, which I believe indicates that this was an internal issue and not due to any misconduct on my part.
Subsequent amendment to the Terms and Conditions: After my ban, Winna Casino subsequently amended its Terms and Conditions to declare "low-risk wagering strategies" as prohibited. At the time I played, there was no such regulation. I was simply using an existing and officially offered game without violating any existing regulations. In my opinion, retroactively applying such changes is inadmissible and unfair.
Impact on referrals: I have referrals on my account that have brought 10 additional players to the casino. These referrals involved a lot of effort on my part, and by blocking my account, I lose all the benefits they provide. The casino continues to profit from these new players, while I am disadvantaged. I cannot accept this, as it is a one-sided and damaging measure.
Communication with support: On the day my account was blocked, I immediately sent an email to the casino's customer support, requesting clarification and lifting the block. To date, this email has remained unanswered, which indicates a lack of transparency and willingness to cooperate on the part of the casino.
I emphasize that I have never violated the applicable rules. I was simply using an accessible game, and the suspension appears to be based on a retrospective interpretation that is unfair. I therefore request the reactivation of my account, including all associated benefits such as referrals.
Thank you in advance for your support and mediation in this matter. I am happy to answer any further questions or provide any evidence.
Best regards,
[username hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify what the real-money balance in your account was at the time the casino blocked it?
What bonus did you activate and play with? Please send me a link or a screenshot.
Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Psegatti,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
