Winna Casino - Player’s withdrawal has been delayed for 3 months.

Hello,

I won quite a large amount, I wanted to withdraw but it is pending for over 3 months now. I have reached out to support many times, they just don't answer. When they answer they directly close the chat... Also I did try to contact accountmanagers on telegram but they also don't respond.

I hope you can help me out and the withdraw would be processed.

Hello,

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 I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 makes such a request, 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.

Hi, here is an answer to the questions:

Have you made any successful withdrawals from the casino in the past? -> Yes 1 withdraw of 400 usdt

Could you please confirm that you have passed the KYC verification? -> They didn't ask it, I am open to do KYC ofcourse.

Have you accumulated your winnings with the help of a bonus? -> No

I will send you an email with screenshots of communication.

The player committed sports betting fraud and therefore his account got locked.

He can withdraw his deposit amount of $700 left.

Hi Winna, thanks for the response, good to hear from you.

I am not sure about any fraud, maybe you can give some insight on that? 

Good to know (maybe you can check my account history) that I won large amount on casino/Keno bets, the bets on the sportsbook weren't that great see screenshot of my history:

Can you take a look at that please and give me an update about that?

I have also added my sportsbook history below, if you could tell anything about the fraud that would be nice.

As far as I know combo bets on higher leagues aren't fraud, maybe some of the other bets got picked up as fraud? No clue I play tips from blogabet tipsters.

I would love to hear back from you with your conclusion based on my account history. Thanks in advance!

Thanks to both parties for your reply.

Dear player,

Unfortunately, we don’t have enough expertise to assess disputes related to sports betting activity.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. I would recommend that you proceed with the casino's dispute process found on its website first. https://winna.com/tos

12. Complaints and Disputes

12.1 For complaints, contact: support@winna.com.

12.2 If unresolved, disputes may be escalated to the EGIS resolution body at disputes@egis-adr.com.

If you are not successful. I'll share further resources to pursue sports-betting-related disputes.

At the same time, you have the option to submit a dispute to the casino's regulator, but only for certain circumstances. You can find more information about the casino's regulator here: https://casino.guru/licensing-authorities/new-brunswick-license. This article might also be useful in your efforts to pursue the issue further: https://casino.guru/submitting-complaints-to-regulators

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.