Winna Casino - Player's withdrawal is being denied.

Winna declined my withdrawal and not accepting my withdrawal i can play anything and everything i don't know what happened if i cannot withdraw i will loose the money

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Did you accumulate 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,

Kristina

Yes, I’ve made multiple withdrawals before without any issues.

Winna never requested KYC at any point, and even now they still haven’t asked for it.

All of my winnings were accumulated without using any bonuses.

Thank you for your reply, Sahil112. Do I understand correctly that you have made the last successful withdrawal on October 23? How many days did it take to be processed?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

It always completes within like under 5 minutes.

I also mail you please see it it's been 3 days already

Dear Sahil112

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,

Kristina

Dear Sahil112,

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

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,

Following an internal investigation, we have concluded that this player’s account has been suspended and all payouts have been revoked due to their suspicious activity. The player was flagged by our provider for fraudulent activity and card counting, which is strictly prohibited and in direct violation of our Terms and Conditions.

Please note that the account was initially flagged by the provider, after which we conducted our own internal review before proceeding with the suspension.

Please note that we have asked the game provider for a full detailed report. And we can provide it shortly as soon as they send it to us.

Kind Regards,

Winna Team

I’m also placing normal sports bets on your platform without any issue, so claiming that I’m "card counting" in RNG Blackjack makes no logical sense. If I was really involved in fraudulent activity or using some prohibited technique, why is my sportsbook activity perfectly active and untouched? My gameplay in Blackjack was nothing more than basic strategy with normal bet variation. I didn’t use any external tools, no collusion, no software, nothing that could influence the outcome. Like every regular player, I sometimes increased my bet after a win that’s a standard pattern, not an advanced counting system. I’m asking you to show concrete, verifiable proof of what exact rule I supposedly violated. What hand patterns, what betting sequences, or what statistical indicators show "card counting"? And how exactly would card counting even work on your platform when the shuffle mechanism is fully automated and not physically trackable? Your own explanation admits my account was only "flagged by the provider," not proven guilty of anything, and you still haven’t provided the detailed report you claim to be waiting for. Until you can present clear evidence, taking my winnings and suspending my account feels arbitrary and unfair. I request that my account be reinstated and that my legitimate winnings be paid out without further delay.

Thank you for your response, Winna Casino.

We appreciate the clarification provided so far. Since the account suspension and payout revocation were based on a flag from the game provider, it will be important for us to review the detailed report you mentioned. Please forward the full provider report to my email as soon as you receive it, so we can examine the evidence and proceed with an informed assessment of the situation.

To the player: thank you for sharing your perspective. We will continue reviewing this case once the casino submits the requested documentation, and we will update the thread accordingly.

We kindly ask all parties to remain patient while we wait for the official report from the provider.

Best regards,

Hadi

hey Hadi

When I first reported my issue on Casino Guru, my balance was around 2,000 USDC. Even with the restrictions you placed on my account, I continued to use the sportsbook normally, and through regular, transparent betting my balance has now grown to 2,950 USDC. This alone shows that nothing about my activity fits the pattern of someone trying to cheat or exploit the system—if that were the case, my balance wouldn’t be increasing through legitimate wagers after the complaint was filed. I’ve been playing openly, following the rules, and building my balance through normal sportsbook outcomes. That’s why it makes no sense for my funds to be frozen or withheld when my ongoing activity clearly demonstrates that I’m a genuine player, not someone attempting any fraudulent method.

When I posted my complaint on Casino Guru on 14 November, my balance was already around 2,000 USDC. From 14 November to 5 December, I earned another 1,000 USDC through completely normal betting, bringing my balance to around 3,000 USDC. After I explained publicly that I was still able to place bets and that every part of my gameplay was legitimate, my account access suddenly disappeared. As of today, 6 December, I can no longer log in at all. This shift strongly suggests that instead of resolving the issue transparently, my access was removed right after I demonstrated that my winnings were earned fairly. Freezing my funds while still allowing betting, then blocking my login once I presented evidence of fair play, is unreasonable and raises serious concerns about how my case is being handled. Anyone reading this deserves to understand how my experience has unfolded, because situations like this make the platform appear extremely careless, unprofessional, and driven by decisions that feel greedy and unfair from a player’s perspective. Based on what I have gone through, I personally would strongly advise others to think twice before trusting this casino with their money.

Dear Sahil112,

Thank you for your message and for explaining your situation in detail. I understand your concerns clearly, especially regarding the increase of your balance through normal sportsbook activity and the sudden loss of access to your account afterward.

Everything you shared has been fully noted.

At this moment, we are still waiting for the casino to provide the report from their game provider, which they previously mentioned. This document is necessary for us to properly review their actions and understand whether the restrictions on your account were justified.

I will follow up with the casino again and request an update, as it is important that we receive their explanation and supporting evidence as soon as possible. I will notify you right away once any new information comes in.

Thank you for your patience and cooperation. I understand how frustrating this situation is, and I will continue doing my best to help ensure your case is handled in a fair and transparent way.

Best regards,

Hadi

Hello,

Please note that we have emailed you the risk assessment provided by the game provider for this player, as per your request, Hadi. This report reiterates what we have stated above.

Please let us know if require further information.

Kind Regards,

Hello Winna Casino,

I confirm that I have received the evidence provided. I have also sent you a follow-up email with several clarification questions. I look forward to your response.

Dear Sahil112r

Please note that I am actively following up on your case in the background. I will update you as soon as I receive further information from the casino.

Hello,

Thank you for the update, but I still haven’t received any real proof that I violated your terms. A "risk assessment" is not evidence—it’s just an automated flag and doesn’t justify freezing my funds or blocking my account.

Please provide clear answers to the following:

1. What exact action of mine violated your rules?

2. How is "card counting" possible in your RNG system?

3. Why were my withdrawals rejected while I could still use Winna Originals and sportsbook and grow my balance from 2,000 to 3,000 USDC?

4. Why did my account become fully inaccessible only after I explained my legitimate gameplay on Casino Guru?

These inconsistencies remain unanswered. I request the full detailed report to be shared with me as well, not only with Casino Guru.

I will wait for your transparent explanation.

Hello,

We have provided all the requested evidence to Canguru Casino and will await their decision. From our end, all evidence has been submitted as requested.

Please note that we have no interest in continuing this matter beyond the resolution process.

Kind regards,

Winna Team

Hello,

Understood. Since my account is no longer accessible and I have not been provided any clear evidence directly, the simplest way to resolve this matter is to release my balance.

Please send my USDC via the ERC-20 network to the following address:

0xb3cf66059bee540f7f8252a97530463112088110

Once the funds are released, I am willing to consider this matter fully resolved and close the case without further escalation.

Hello everyone,

I have received the evidence from the casino, and it is currently under review on our side. I will get back to both of you as soon as we reach a conclusion.

Thank you for your patience.

Best regards,

Hadi

I’m sincerely requesting Winna to please release my USDC to the address I already provided earlier. Christmas and the holiday season are very close, and this situation has been extremely stressful for me. This is my own money, earned through normal play, and holding it for so long has taken a real toll. I’m asking you, please don’t do this

Have some understanding and let this matter end fairly by releasing my funds. 🥺

Dear Sahil112,

After carefully reviewing your case and all evidence provided by the casino and the game provider, I regret to inform you that your complaint has been rejected as unjustified.

The available materials confirm a violation of the casino’s Terms and Conditions, including prohibited gameplay. Based on this, the casino’s decision to close the account and void the remaining balance is considered justified.

I understand this is not the outcome you were hoping for. However, the evidence supports the casino’s position in this matter. If you experience any other issues in the future, please feel free to reach out to our Complaint Resolution Center.

Best regards,

Hadi