Winna Casino - Player’s bonus request has been denied.

Good morning, I am a VIP member on Winna, having transferred from my Roobet account with 50M wager and a Stake account with 8M. Everything went fine during the first months, until recently when their behavior started to become problematic.

Specifically: I referred a friend to Winna, and he also did the transfer. We both requested a deposit bonus from our VIP manager. As you can see from the screenshots, he explained that it was available and that we would receive 20% on our next deposit of at least 500 euros.

So, both my friend and I deposited — I deposited $5,000 and he deposited around $4,000. On the same day, I contacted the manager to inform him that I had made the deposit and that he could proceed. He then gave me the code and told me to paste it, but it didn’t work.

After several attempts, he said he needed to check with the internal technical support. He disappeared, and two days later he came back saying that he could no longer give me the deposit bonus.

The same happened to my friend, who delegated me to handle his case for convenience, sending me screenshots of his Telegram and his conversation with Caelin, the VIP manager. You will find the screenshots below for clarity.

For me, this issue cost around €1,000 in fees and money wagered to unlock the deposit; my friend reported a cost of around €2,000. I appeal to you to ensure justice is done. Thank you.

Additionally, I just noticed that he deleted from our chat the conversation where he sent me the code and told me to try it. Fortunately, I have screenshots of the pasted code with the error message. Nice try, Winna — very transparent

screen chat user: THE REAL JOKER

screen chat user: ROBFORD

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winna Casino. If your friend has an issue with the online casino, I recommend that he file a complaint as well. We won't pursue issues of other players in a complaint thread other than the affected player. I apologize for the inconvenience.

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

• Have you asked for the deposit to be refunded when you found out the bonus is no longer available?
• Have you decided to play with the deposited funds?
• Did the casino offer any compensation or advise you to take any course of action?

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

I'll explain the situation: I asked if any deposit bonuses were available, and the VIP manager (via Telegram) told me I could deposit up to 5,000 and receive a 20%

So, I deposited5,000 and contacted Caelin, my VIP manager. He gave me a code and told me to paste it on the site, but it didn't work (see screenshot). He then asked for a screenshot and provided me with another code, which also didn't work. He told me to contact him later because he had to check with the tech team.

I replied that I wasn't in a rush, but I'd appreciate having the bonus within 24 hours. He answered "definitely."

After 48 hours and several follow-ups, he finally got back to me saying they couldn't provide the bonus anymore due to a company decision and a change in the rules, stating they no longer have the ability to offer it.

Naturally, once the 5,000 was deposited, the site forced me to wager the entire amount before allowing withdrawals, which caused me to lose several thousand dollars just to be able to withdraw part of the funds.

The same thing happened to a friend of mine, who deposited3,000–$4,000 and had the exact same experience.

<-- deposit bonus request <-- deposit bonus request

<-- Incorrect code provided

<-- new incorrect code with screenshot request

<-- first reminder and promise from the VIP manager to resolve it within the next day

<-- VIP manager who apologizes and explains that he cannot provide me with any bonus

Of course I requested a refund for the money lost for the deposit and unlocking but they refused to provide it to me

Thanks for the explanation and evidence provided.

I completely comprehend and acknowledge that this situation is less than ideal. However, our focus is solely on cases where the casino wrongly credited players with bonuses and subsequently denied their winnings. If the casino declines to grant bonuses to its players, we are unable to compel them to do so and must accept that the offer was initially extended but not fulfilled. We are unable to penalize online casinos if they fail to award you a bonus. We also can't ask for any compensation to be issued on your behalf.

Since you have already decided to play with the deposited amount, we are unable to assist you with any alternative solutions to the situation.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.