Winna Casino - Player's withdrawal has been delayed.

I can't withdraw money from Winna Casino

Even though I haven't done anything fraudulent, my account was locked and I was asked for KYC. I submitted it immediately, but two weeks have passed without a reply. No matter how much I press them, they have ignored me without giving me a single explanation. What is going on? I made a deposit, played legitimately, and won money, so is this response acceptable?

How long do you intend to make me wait? Are you going to continue refusing to withdraw funds? Do I have to do everything on your side?

I've been patiently waiting for a reply, but they've been ignoring me.

I haven't even received a refund for the amount I deposited. Isn't this a malicious scam?

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.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?
5. What types of games did you play at this casino?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. What documents have you already submitted to the casino? When did you send the latest documents?

1. Identification card (My Number Card)

2. Address verification document (resident registration card)

3. A selfie with the word "winna" written on it and your ID

4. December 21st (Sunday)

2. Were all required documents submitted promptly and in the correct format?

1. I sent it in the correct format on the same day I received the KYC email.

3. Has the casino recently asked for any additional documentation? If so, what kind of documentation?

1. From that day until now, I have not received any contact and have been ignored.

4. Are there any documents currently awaiting verification on your account?

1. I just need to check my KYC. I can't log in because it's locked.

5. What types of games did you play at this casino?

1. Original (Hi-Lo, Keno, Limbo)

2. Slots

3. Live Games

I deposited $300 and won $10,000.

I have not committed any fraudulent activity and have promptly handled all the paperwork, but I have been refused withdrawals since the first attempt and have not been able to withdraw anything.

This is my first time at a casino like this. Thank you for your assistance.

It seems like a late reply, but will it still take some time?

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your account at veronika.f@casino.guru. Thank you for your cooperation.

We have sent a confirmation email to the email address above.

Thank you for your confirmation.

Winna Casino, what you are doing is strange.

If it becomes inconvenient for you, do you lock the account and ignore it?

Why should my account be locked without any withdrawals even though I have not committed any violations or fraud?

Please explain that in detail

As things stand now, what you are doing is just a Ponzi scheme where you get people to deposit money and then refuse to withdraw it.

I have never been able to withdraw money

Please withdraw your winnings successfully

Hello There,

Please note that we have conducted a comprehensive internal review and identified activity on your account that does not align with our Terms of Service, Fair Play Policy, and Responsible Gaming framework.

This includes the use of gameplay behavior that resulted in abnormal returns, a clear escalation in betting patterns once the issue became apparent, and the withdrawal of funds generated from this activity. Our investigation also identified linked account activity exhibiting the same patterns, which further supports our findings.

Based on these factors, your account has been permanently suspended. This decision is final and will not be reversed, and no further assessment will be conducted. Creating multiple accounts or attempting to bypass our Terms and Conditions is not acceptable behavior on our platform.

We understand this may not be the outcome you were hoping for; however, these measures are necessary to ensure fairness and maintain the integrity of the platform for all players.

Kind Regards,

Winna Team

Huh? I've never withdrawn it?

Do they take the deposit amount too? Isn't that just a scam?

Casino Guru, what do you think about this as a market?

I don't really care about being permanently frozen again, but can you at least give me my money back?

Is this just a Ponzi casino that unilaterally freezes your account permanently without returning your money?

Casino Guru, this is just a scam, so please take action on this matter.

I haven't received any reply, is that okay?

Will Casino Guru leave scam casinos alone?

Isn't this supposed to be a place to mediate and solve problems in the first place?

Is this a site that only takes one-sided casino opinions into account?

If they don't respond quickly, we'll see an increase in casinos like Winna Casino that confiscate winnings and deposits for unfair reasons, even when there's no wrongdoing on the player's part.

Winna Casino Be Prepared

Dear kittyu

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, Michal (michal.k@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,

Veronika

What's going on?

Is it progressing properly?

So you can't withdraw money from the casino?

Hello kittyu,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will continue the dialogue with the casino to gain further insight into this issue and to explore how I might be able to assist.

Dear Winna Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

Best regards Michal! Thank you!

Winna Casino,

I didn't do anything fraudulent; I just played at the casino and won. Yet, for some unreasonable reason, you restricted my login, refused to withdraw my deposits and winnings, and took my money. I will fight until my money is withdrawn, so be prepared. What you are currently doing is nothing but fraud. I truly cannot forgive you.

Michal, please expose the fraud at Winna Casino. I will go there to get my money back.

Hello Michael,

Please note that we have provided the requested evidence.

Should you require any further clarification or additional information, please let us know.

Kind Regards,

Winna Team

I don't know what evidence there is, but if there is any fraud, Winna Casino has tampered with the documents.

I can assure you that I have not cheated.

If something goes wrong with the original, it is the responsibility of Winna Casino. There is no wrongdoing on the part of the player.

Winna Casino, where losing is okay but winning is rigged, is just a Ponzi casino.

They should stop running casinos.

Also, I have read other complaints posted, and most of them have been able to withdraw some money.

Among them

What about me, who has made a deposit and played legitimately, but has never been able to withdraw any money?

I think it's nothing but a scam.

This is the first time something like this has happened at a licensed crypto casino.

Do they really have a license? They just don't want to pay money and won't let you withdraw money, right?

Dear Winna Team,

Thank you for your email. I have responded back with some additional questions to better understand the situation.

Dear kittyu,

I would appreciate it if you could verify a few details for me. Could you please confirm whether any of your family members or acquaintances have an account with Winna Casino? If so, did you play at the same or a similar time from the same location as they did? What devices have you utilized for playing at Winna Casino? Additionally, which game have you played most of the time, please?

Hello MICHEAL

None of my family or friends play Winna Casino.

There's no one nearby.

Devices supported are iPhone and PC (Windows) only.

The games I played most frequently were originals (keno, Hi-Lo) and other slot-related games.

thank you.

Hi Michael,

Thank you for following this up.

We have provided further information as per your request.

Kind Regards,

Winna Team

Dear Winna Team,

Thank you for your email; however, I would be grateful for additional details to fully evaluate the situation. I have included further questions that, once answered and provided with the additional evidence, should enable me to gain a complete understanding.

I look forward to your reply.

Hello,

We have provided further information.

Thank you for providing me with the information and evidence related to the matter, Winna Casino Team.

Dear kittyu,

The casino team provided me with information and evidence indicating gameplay behavior that led to unusually high returns, including a noticeable increase in betting activity after the issue was identified and the subsequent withdrawal of the funds generated during this period. A strikingly similar behaviour was detected in the other account that was referred by you, which submitted the same complaint about Winna Casino, which cannot be considered a mere coincidence. While betting patterns alone are not typically considered by us as sufficient grounds for account restrictions or confiscation of funds, we carefully assess each case on its own merits to determine whether an unintended or unfair advantage may have occurred.

After evaluating the information and evidence provided, we have concluded that the strategy used does not align with the principles of fair play. On the contrary, it was aimed at identifying an unfair advantage in gaining winnings. With this in mind, we find the casino’s actions to be reasonable and in accordance with its terms and policies, which you agreed to when registering and using your casino account. As a result, we are unable to further pursue your complaint, and it will need to be closed as Unjustified.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru