Winna Casino - Player’s withdrawal has been delayed.

It's been over a month since I've been able to get a withdrawal from this casino. The first few times I cancelled the withdrawal myself but after the last one on the 9th November, I decided not to continue to use the casino until I could be confident I could get money out.

I contacted my VIP host a couple of times, who apologised for the delay. Then on Monday I told them it had been over 2 weeks and I would give it another couple of days before raising a complaint. They haven't responded to that message.

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 benjyyy, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winna Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

Have you made any successful withdrawals before?  

11 previous successful withdrawals

Could you please confirm that you have passed the KYC verification? 

No - never asked

Have you accumulated your winnings with or without an active bonus? 

Without

Dear benjyyy,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email sent

Dear benjyyy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala (jean.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello benjyyy,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Winna Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello Benjyyy,

We have investigated your issue internally, and we sincerely apologize for the miscommunication. Please note that any pending withdrawals have now been processed, and moving forward, withdrawals should be instant.

We are truly sorry for the miscommunication and for the lack of updates during this time.

Kind regards,

Winna Team

I can confirm my withdrawal has been processed and was also contacted separately with an apology and compensated so a satisfactory end to this. Thanks a lot for your help.

Dear benjyyy,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Dear Winna Casino,

Thank you for your cooperation. I'm happy that this complaint was resolved right away.

Best regards, 

Lala