Winna Casino - Player's VIP reward is being withheld.

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Dear Ozaixd,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Winna Casino regarding your VIP transfer reward.

To better understand your situation and assist you effectively, could you please provide us with a few additional details by answering the following questions:

• Could you please confirm the date when you transferred your Platinum VIP status to Winna Casino (you mentioned this happened in March 2025)?
• Could you provide more information about your communication with support after you reached the 500k wager milestone on December 1, 2025?
• Did Winna Casino ever provide any other communication that outlined or reconfirmed the terms of your VIP transfer agreement?
• Do you have documentation or screenshots showing the agreed transfer targets (500k for $3,750 / 1M for $7,500)?

Your cooperation in providing these details will help us review the case thoroughly and work towards a fair resolution.

I hope we will be able to assist you in resolving this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

1. Date of VIP Status Transfer

The correct date of my Platinum VIP transfer to Winna Casino was April 21, 2025. The reference to March in my above complaint is a typo.

2. Communication After Reaching the 500k Wager Milestone (Dec 1, 2025)

After completing the 500k wager milestone on December 1, 2025, I reached out to Paul, Max, and Bennett through both email and Telegram. Despite multiple follow-ups, I did not receive any response from any of them regarding the reward or the documentation I had provided.

3. Additional Communication

In terms of reconfirming the transfer reward agreement, I do have documentation of my conversations with my VIP host Laura that clearly led me to believe the $3,750 reward for the 500k wager target was still active and valid. She specifically outlined the available transfer reward options and referred to only two milestones — the $3,750 reward for 500k wagered and the $7,500 reward for reaching 1m wagered. There was no indication at any point that I was ineligible, and she continued managing my account as though the 500k reward was assigned and in place.

The screenshots reflect this clearly.

4. Documentation

Yes, I have full documentation and screenshots of the agreed-upon transfer targets, including the $3,750 reward for achieving the 500k wagered milestone

First Initial Discussion with Laura Post VIP Transfer Regarding Target Wager Bonus

Reached 500k Wager Milestone - 12/01/2025

Further Details Available in My Forum Post:

https://casino.guru/forum/complaints-discussion/winna-casino-withholding-my-usd3-750-vip-transfer-reward--agreement-ignored--targets-miscommunicated

Dear Ozaixd,

Thank you for your reply and for providing the previous details.

As this matter appears to involve an agreement between you and the VIP manager, I cannot guarantee that we will be able to resolve the issue fully. But let’s try, at least:

• Could you please provide any screenshots of your casino account history (related to your VIP Program), any account notes, or other relevant documents related to the transfer agreement? You can send all relevant documents to petra.h@casino.guru or post your screenshots directly to the thread.

Once I receive the documentation, I will proceed with further resolution of the issue.

Thank you again for your cooperation.

Best regards,

Petra

I sent the documents to your email.

please let me know if you have received it

Thank you for your reply and for providing the previous details, Ozaixd.

• I’m not sure if there may have been a technical issue or if the email was not delivered successfully, but I haven’t received the documentation yet. Could you please kindly resend it?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Ozaixd,

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,

Petra