Winna Casino - Player’s withdrawal has been delayed.

My withdrawal is delayed of 1200 USDC I'm a sportbook and casino player i used to play with basic bj strategy and popular events in sportbook

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Dear harish93, 

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

Yes i have withdrawn the funds before

Winna never asked me for kyc if they ask for kyc I'm happy to provide ny kyc

No i didn't use any bonus money

Dear harish93,

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

I sent my reply to you mam

i sended the pics too

Dear harish93,

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, Hadi (hadi.a@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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear harish93,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Winna Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Winna Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

There is no need for it I lost to gambling last night you guys are taking so much time to resolve it they only blocked my withdrawal but I still play everything sportbook casino I lost it all .....I blame winna for these cheap actions for it if they want to ban my withdrawal they should also ban my bet to place on everything it's a cheap tactics....it's christmas time I lost my 1200$ like it was never mine

Hello,

Please note that after a careful investigation, your account was flagged for card counting activity, which constitutes a breach of our terms and conditions. As a result, your withdrawal access was removed due to the illegitimacy of the funds.

Please note that we do not support such behavior, and your account will remain suspended from withdrawals.

Kind Regards,

Winna Team

Dear all,

To harish93,

I’m very sorry to hear about your situation and understand how frustrating this must be, especially given the timing and the amount involved. We acknowledge your frustration and want to assure you that we will do our best to review this case fairly and thoroughly.

Dear Winna Casino

You stated that the account was flagged for card counting activity and that the funds were considered illegitimate. At this stage, we kindly ask you to provide supporting evidence or a detailed explanation of this finding. Please send any relevant proof directly to my email (hadi.a@casino.guru) so we can properly review and assess the case.

Once we receive the requested information, we will proceed with the next steps.

Kind regards,

Hadi

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.

Hello,

Please note that the case in question was flagged, and the user’s withdrawal was suspended while we investigated the account.

I have emailed you about the report.

Please note that the user was aware of the suspicious activity and was notified at the time.

We had valid grounds to suspend the withdrawal. Our standard procedure in such cases is to suspend the withdrawal, request KYC verification, and, once completed, allow the user to withdraw their initial deposit. Unfortunately, this user no longer has an available balance.

There are no further steps to take, as the user deliberately spent the remaining funds.

As a result, this account will be permanently suspended for abuse, and the user will be notified accordingly.

Kind Regards,

Dear harish93,

After reviewing the information provided by the casino, we are closing this complaint as rejected (other).

The casino confirmed that the withdrawal was temporarily suspended due to an investigation. During this period, the remaining balance on the account was played through and lost. As there are no funds left available for withdrawal, there is no remaining subject for dispute.

Under these circumstances, we are unable to proceed further with the complaint.

Thank you for your understanding. If you encounter any other issues in the future, you are welcome to contact our Complaint Resolution Center.

Best regards,

Hadi