The player from Canada reported a malfunction at Winna Casino during a $100 Keno auto-bet, which resulted in a bizarre spike in risk percentage that caused a loss of $12,600. After reporting the issue, the player received a response after 17 days, stating there would be no refund, which highlighted concerns over the casino's "provably fair" claims. The Complaints Team concluded that they were unable to verify or replicate the gameplay settings or software malfunctions and could not demand reimbursement without independent evidence of a system error, leading to the rejection of the complaint.
Winna Casino - Player's funds confiscated due to a malfunction.
Closed
Our verdict
Unjustified complaint
Amount: 62 ◎
Winna Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winna Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please share the betting history before the incident with me? Please, send it to natalia.b@casino.guru.
- What was the amount of your usual bets?
- How long was your game session on Keno using autobets before the glitch occurred?
- Have you checked the bet settings only after the malfunction?
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,
Natalia
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6 months ago
You are in profit with $35,121.94 on Winna.
Our games are provably fair and can be checked easily in the provably fair section of each game.
I'm not sure how to assist here actually as the claims are not verifiable.
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5 months ago
This happened before I was even in profit, so whether I’m up or down since then doesn’t change the fact. Site glitch, my mistake—whatever the cause—you’re the ones who dragged this out. You made me wait 17 days for something that should’ve been handled the same day, even after I immediately told my host and sent screenshots of the last bet as proof. Instead of being upfront and saying "too bad" right away, you strung me along and left me hoping for something that was a "no" from the start. That’s on you, not me.
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5 months ago
Dear player, we understand how upsetting such a sudden loss can be. However, our platform is not able to verify or replicate individual gameplay settings or software malfunctions on external casino systems. Because the wagers were placed and completed in real time with your active account balance, we cannot request the casino to refund losses that occurred during normal gameplay, even if you believe there was an internal glitch.
If you suspect a genuine technical fault, the best course of action is to continue addressing the matter directly with the casino’s technical team and request a detailed game log or investigation report. Unfortunately, we are unable to uphold a complaint or demand reimbursement without independent, verifiable evidence of a system error.
Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.
