The player from Singapore reported that Winna Casino unjustly withheld his $85,000 withdrawal, claiming "card counting" without any evidence. He had completed KYC and was frustrated by blocked communication, unsubstantiated accusations, and a lack of transparency from the casino. The Complaints Team determined that the complaint had to be submitted directly by the player to proceed with assistance in recovering the funds. As the complaint was closed, the player was advised to submit it personally for further action.
Winna Casino - Player’s withdrawal is being confiscated.
Closed
Our verdict
Other
Amount: 81,000 USDC
Winna Casino
Safety Index:Fresh casinoCase summary
Discussion
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4 months ago
Winna Casino unjustly withholding $85,000 withdrawal – false accusation of card counting
Complaint Body:
I am submitting this complaint on behalf of a player whose withdrawal of $85,000 from Winna Casino has been unfairly withheld.
The casino is refusing to process the payout, claiming "card counting" as the reason for withholding funds. However, this accusation is baseless and technically impossible — the games in question were provided by Pragmatic Play and Evolution Gaming, both of which are RNG/live-dealer platforms that do not permit or support any form of card counting. These games are streamed and operated server-side by the providers, leaving no opportunity for players to manipulate or track cards.
I’ve done kyc and done everything required.
Blocked access to live chat and support after the withdrawal request,
Failed to provide any evidence or specific game sessions that justify their accusation,
Ignored repeated contact attempts requesting a detailed explanation or audit report.
This appears to be a clear case of unjustified confiscation of player winnings and non-payment. We are requesting that Winna Casino immediately:
Provide verifiable evidence supporting their claim of "card counting" (if any), or
Release the full $85,000 withdrawal without further delay.
Transparency is crucial, and unsubstantiated accusations damage trust in licensed operators. We ask the complaint mediator to review this case carefully and hold Winna Casino accountable for this unfair conduct.
* I'm playing with real money no bonus use,
* Kindly please transfer my complaint to senior team
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4 months ago
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.
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4 months ago
Dear bjornnjoirnn,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Winna Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino, please?
- Have you had any successful withdrawals at this casino in the past, please?
- 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.
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
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4 months ago
They not responding always said there is no update,
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3 months ago
Dear bjornnjoirnn,
thank you for your reply.
Following a thorough review of this case, it has been determined that the complaint was not submitted by the player in question. Our organization exclusively collaborates directly with players and casinos. Third-party submissions are not accepted, as casinos typically decline to engage with representatives acting on behalf of a player.
We regret to inform you that we are unable to process complaints submitted by anyone other than the player directly affected. Should any issues arise, the player must personally submit the complaint. We are unable to discuss or disclose personal information to any unrelated third parties.
Dear player,
We are prepared to assist you in recovering your funds from the casino. However, to proceed, you must submit your complaint personally. To do so, please follow this link: https://casino.guru/complaints.
This complaint will now be closed.
All the best,
Katarina
