The player from Poland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was investigated, and it was determined that the player's account had been closed due to involvement in fraudulent sports betting. As a result, no further balance would be paid out, leading to the complaint being closed without resolution. The Complaints Team expressed regret but stated they could not evaluate the situation adequately to assist further.
Winna Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: 300 USD₮
Winna Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Casino did few instant withdrawals, after that i won around 300 usdt and they are keeping my money, chat saying that my account is under investigation, in my opinion its clear theft. Agent not talking to me anymore, they re disconecting me at the chat (same as other complaints here) so its common practic. There is no reason for keeping my (small amount) and saying some random excuses. Seems they are out of cash, beware.
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6 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
The user was involved in fraudulent sports betting.
Deposits:
$392.43
2 Deposits
Withdrawals:
$476.67
4 Withdrawals
He is in a profit of $-84.25 and no further balance will be paid out due to his fraudulent sports betting behaviour that investigated by the fraud team.
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6 months ago
Surely bet on Liverpool is fraud whats the point of calculating history of my account? You closed it few days ago with 450 dollars on it and if you decide to close it you should give back my deposits otherwise its clear steal.
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6 months ago
Adding more, every account closure with money on it and not letting customer withdraw it is scamming practic (I dont care about your 'fraudlent sports betting activity' argument cause you can use it to anyone and you dont provide any reason, just your 'provider'. Please casino guru team mark this case as unsettled and lower this casino rating as they are closing accounts with money and saying 'no further balance will be paid' as we dont want other players fell on this trap and be scammed so hard by this random bookie. Thank you
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6 months ago
Dear Winna Casino, thank you for the clarification.
Dear player, I apologize, but if you have only placed bets on sports betting and your winnings haven't been credited, the casino may have detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly, and judge this case fairly. We don't think that your complaint is unjustified; we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information, we are forced to close this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
