The player from Poland had pending withdrawals of 500, 1000, and 1002 USDT at the casino Winna, which had remained unconfirmed for over two weeks. He encountered issues with customer service, including being disconnected from live chat and receiving no responses to his emails, while also being asked to provide further KYC documentation despite having an active account. The Complaints Team had attempted to engage the casino for a resolution but received no cooperation. The complaint was marked as "unresolved," and the player was advised to contact the New Brunswick Gaming Authority for further assistance. Subsequently, the casino claimed that the player's account had been closed due to alleged fraudulent betting patterns, while the player disputed these claims and stated that funds had remained in the account. The Complaints Team continued to seek evidence from the casino but ultimately had to reject the complaint due to insufficient insight into the matter.
Winna Casino - Player's withdrawal has been delayed.
Other
Amount: 2,502 USD₮
Winna Casino
Safety Index:Fresh casinoCase summary
Hello
I am writing regarding the reprehensible behavior of the bookmaker/casino Winna
I made three deposits in the company, 255, 255 and 741 USDT, which gives a total of 1251 USDT. I played mainly sports betting and traded the deposit. The company paid me three withdrawals, 500, 500 and 250 USDT, which gives a total of 1250 USDT. We can therefore say that they agreed to pay out as much as I deposited. The problem, however, is that I have three more pending withdrawals for over two weeks...
Since June 8, 2025, three withdrawals have been pending - 500, 500 and 1002 USDT.
Accusations against the company:
- the first and main accusation is the failure to pay out funds, they are still hanging as 'unconfirmed'
- the second - I was disconnected from the live chat, no consultant is responding, this has been going on since the moment I want to withdraw funds from my account
- they also do not reply to the email: support@winna.com or to complaints@winna.com, which is the email dedicated to complaints
I wrote my negative review on the TrustPilot portal about their behavior. Winna reported to this portal with a request for details of the complaint:
You’ve written a review for Winna, and they’ve asked for more details to better understand your experience.
Of course I replied. I got an email response from them:
Hi Pawel,
first we would need the following KYC to ensure you will not create any other accounts:
Front and back of your ID
A self-certified photo (holding your ID next to your face along with a handwritten note showing today’s date and the word "Winna")
Proof of address dated within the last 3 months
Thank you!
Again, I replied.
This time, no response. Silence since June 12.
Finally, very important information.
My account remains active. I can log in, I can use the casino. So the practice here is very obvious - they want me to cancel withdrawal requests and lose money. Unethical behavior.
Please help me with this case.
Dear vertigoPL,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.
Have you played any casino games, or do all of your winnings from the pending withdrawal requests come from sports betting?
Could you please confirm that you have passed the KYC verification?
When was the last time the casino communicated with you?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Have you played any casino games, or do all of your winnings from the pending withdrawal requests come from sports betting?
Could you please confirm that you have passed the KYC verification?
When was the last time the casino communicated with you?
Have you accumulated your winnings with or without an active bonus?
Hi Veronika,
The winnings from pending withdrawals are from sports betting. I also played BlackJack but I have more losses so I did not have any winnings from casino games.
I cannot confirm that I have passed KYC verification as I have sent all the required documents 11 days ago and till now I have not heard anything back from Winna Complaints department.
The last time the casino contacted me was 11 days ago, asking for KYC verification - from the email complaints@winna.com
I did not use any bonuses.
Sorry, one thing.
Three pending withdrawals are 500, 1000 and 1002 USDT, not 500, 500 and 1002.
Thank you for your responses.
Have you sent your identity documents to the casino or to Trustpilot for verification? Have you been requested documents by Trustpilot or by the casino directly?
When was the last time you communicated with the casino regarding the status of your withdrawal requests? Have they explained why your withdrawals are delayed?
Of course, I sent all the required documents THE SAME DAY. Trustpilot did not ask me for documents, the casino directly asked me for documents via email.
The last time I contacted the casino was even this morning, on live chat. Strangely enough, a consultant named Alfredo showed up, said hello, and then never responded again. Screenshot attached.
And no, they never explained why my withdrawals were delayed.
Thank you very much, vertigoPL, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.
Dear vertigoPL,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Winna Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the New Brusnwick Gaming Authority (https://www.gamingregulation.com/agencies/canada/new-brunswick/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
We’ve reopened this complaint at the request of Winna Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Brunswick Gaming Authority (https://www2.gnb.ca/content/gnb/en/departments/finance/lotteries_and_gaming_corporation.html) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
We’ve reopened this complaint at the request of vertigoPL. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
As explained before, the user did value betting / syndicate betting which got flagged by the fraud team of our sportsbook provider and therefore his account got locked. This also violates our Terms of Service which the user accepted upon registration.
He was able to withdraw his initial deposit amount of around $1,500 and no money is stuck in the account.
Please close this case. Thank you.
Value betting you mean winning betting? Problem with you is you're using any excuse, any terms you want to not pay winning to client, who fully cooperating with you.
Yes, I was able to withdraw my deposit, which was $1250, not $1500 as you're saying, and one more thing:
No money stuck in the account?
That's a big lie.
In the account, you closed, is $2500 inside, still.
This is no "excuse" or "lie". You were flagged by the fraud team by it and this violates our terms of service and therefore your account got closed.
Dear Winna Casino representative,
could you please send the evidence of provided fraud by the player to jana.k@casino.guru?
What kind of evidence do you need? I can send you the bet history and then you can do your own fraud analysis.
What's the definition of fraud man?
So you're analysing it at your own and making decision whatever you like?
Send history bet to everyone in public, maybe we will make a vote here.
No, as explained it's not our decision. Our sportsbook provider Betby which is licensed by the Malta Gaming Authority has a professional fraud team. They came to the conclusion that your bets show fraudulent patterns and your account should be locked and your winnings were made in a fraudulent way.
We need to accept this decision and therefore closed your accounts. All your deposits were of course withdrawable.
Dear Winna Casino representative,
in order to progress in this complaint, we ask you to send the evidence of the fraud by the player to jana.k@casino.guru
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I sent all relevant information and the bet history to the email address.
Please conduct your own risk analysis with your sports fraud team.
Dear vertigoPL,,
As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.
If it’s convenient for you, we can continue our communication through e-mail. My email address is jan.k@casino.guru. Thank you very much for your understanding.
