Winna Casino - Player’s winnings are unavailable after account issues.

I would like to file a complaint through Casino Guru on Winna Casino regarding unpaid winnings following an outage of their entire collection of slot machines on August 14th.

I was playing a slot called Long Neck Fortune by the provider Belatra when I was on the final spin of my bonus buy and the game dropped due to a technical error. I reloaded the page and tried to re-enter the game as it's been my experience previously that games will pick up where you were at before disconnecting. Normally some sort of message pops up saying "It appears you got disconnected, would you like to replay?" And then the game picks up where it left off. But when I tried to re-load the game it just gave me a message saying game was currently unavailable. Come to find out later that every single game on the entire website was also down besides Winna Originals.

So I messaged my VIP Host group immediately and eventually on site support to ask about the issue. As you'll see in in some of the screenshots they assured me time and time again that my winnings were safe and once the games came back online I'd be able to recover them.

Most of the games came back online 3 days later on the following Monday. But all Belatra slots were still unavailable. I kept raising concerns to their team that I was feeling uneasy about how much time had passed and if my winnings from the bonus round would still be in the cloud or remember my round when I opened the game back up.

But it did not matter. Because Belatra cut ties with Winna or vice versa. They're one of the providers that never came back to Winna after the rumors of Winna not paying their aggregrators started to spread. And because they never came back to the site I was never able to reopen the game to see if it picked back up where it left off. Even though that's what all of the hosts used to assure me that my winnings were stored and safe.

They asked me to send them the bet ID prior to the bonus round that I was in when the games dropped. And I did that.

But when they responded to me they acted like I was disputing that bet ID or a few of the bonus buts I had made before it. When in fact I was disputing a bet ID that was not ever in the logs because the round still had not been completed.

-So I spent $35 in ARS to purchase the bonus.

-Was up to around $170 in ARS at the time of the game crashing

-Assured by Winna team that once the games came back I would be made whole

-The game I was playing never came back

-I was never refunded the original $35 I spent buying the bonus.

-And Winna most certainly did not pay me the $170 in winnings that I was at during my last spin of the bonus when all of the games crashed.

(I have more screenshots I can provide it just said I was maxed out at 5)

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Before we can determine whether this is something we can investigate, we would need some additional evidence regarding the specific game round in question.

You mentioned that you purchased a bonus feature for $35 and that the game disconnected while you were on the final spin of that feature. Could you please provide us with any evidence showing that this $35 bonus buy was actually purchased and that the bonus feature was not completed?

In particular, please provide:

• the bet/game ID of the transaction in which you purchased the $35 bonus feature;
• your complete gaming history around the time of the incident, including the bets immediately before and after the alleged bonus purchase, if available;
• any screenshots showing the $35 bonus purchase or the bonus round in progress;
• any other evidence that could help us identify the unfinished game round.

Please note that we cannot investigate or award potential winnings based solely on the amount you believe you would have won. We first need to establish from the available evidence that the bonus feature was actually purchased, that it was not completed, and that the corresponding game round remained unresolved.

If you can provide evidence of the $35 bonus purchase and the unfinished feature, we can then consider whether there is a sufficient basis to investigate the case further with the casino.

Thank you in advance for your cooperation.

Best regards,

Veronika