Winna Casino - Player’s withdrawal has been delayed.

I registered about a month ago and have placed 24 sports bets in total, with some wins.

When I tried to request a withdrawal, I was asked for KYC and was asked to provide identification, which I submitted.

A few days later, I received a call saying that fraudulent activity had been confirmed and that the withdrawal would be refused.

I have done nothing suspicious and I am very surprised. I believe this site is a fraudulent and scam site.

I won 18 out of 24 bets, which is a high winning rate of 75%, but since the odds were 1.2 to 2.0, I don't think this is an abnormal situation.

I think this site is a terrible site. It is a scam that steals money from its subscribers.

Please help me somehow.

thank you.

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 that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear aya.123,

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 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

Dear aya.123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have sent an email to the casino arguing, but have not received a reply yet. My account balance remains at zero.

I have screenshots of all 24 bet details and email records.

I cannot accept being told unilaterally that withdrawals are being refused because of fraudulent activity.

Please help me.

thank you.

Dear aya.123, thank you for your response. Could you please share your communication with the casino?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Understood.

I will attach screenshots of all email correspondence.

I have also saved screenshots of all 24 bets.

It is absolutely unacceptable to unilaterally accuse someone who has done nothing wrong of fraudulent activity and zero out their balance.

Thank you for your understanding.

Dear aya.123, thank you for your patience throughout the complaint process.

Please understand that if your account has been flagged and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

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. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.