Winna Casino - Player's withdrawal is delayed.

the declined my withdraw without any reason i play black jack of pragmatics i winning maybe that's why the rejected the withdrawal

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Dear devsaxena21,

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:

• Have you contacted casino support asking what is going on, please?
• Have you accumulated your winnings with the help of bonus, please?
• Have you successfully passed the KYC verification, please?

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 contaced the casino they said your withdrawal is being checked by our finance team, Once the review is over, they will contact you directly and they didn't contacted me and they started ignoring me

no bonus money is involved

yes i passed the kyc verification

Dear devsaxena21,

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

yes ma'am i did send the proof on the mail please see it asap

Dear devsaxena21

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, Karla (karla.m@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 devsaxena21,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Winna Casino into this conversation.

Dear Winna Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

The account was locked due to the fact that Pragmatic Play Live noticed us this account was involved in advanced card counting and therefore all winnings were voided.

Winnings will not be paid out because they were obtained in a fraudulent manner.

My play was simply based on basic Blackjack strategy and normal bet variation nothing more. I didn’t use any tools, collusion or advanced counting systems. Like many players, I sometimes raised my bet after a win, which is completely normal and not against the rules. I’d like you to show clear proof of what specific rule I supposedly broke, what exact data shows I was card counting and how your shuffle system would even allow that to work. If you can’t show that then taking my winnings feels unfair. I’m asking for my account to be reinstated and for my legitimate winnings to be paid.

Dear Winna Casino Team,

Thank you very much for your response and for informing us of your position regarding the player’s account and winnings.

To ensure full transparency and to allow us to fairly evaluate the situation, I would kindly like to request any documentation, internal logs, or evidence supporting the claim that the player engaged in advanced card counting or any activity prohibited by your terms.

Could you please provide:

• a brief explanation of what specific behaviour or pattern triggered this assessment
• any relevant report, system record, or communication received from Pragmatic Play Live
• any details that substantiate the conclusion that the winnings were obtained fraudulently

This information is important for us to understand the basis of your decision and to ensure the case is handled fairly for both sides.

Thank you very much in advance for your cooperation and for taking the time to clarify this matter.

Kind regards,

Karla

Pragmatic messages us in regards to your fraudulent betting behaviour to lock your account.

Out of good will we will unlock the account now and process any remaining funds. Afterwards the account will get closed.

Please request a withdrawal.

thanks for the good will sir i requested a new withdrawal it please confirms it

all thanks to casino guru and karla too i got the money also thanks to winna i maybe i was playing so good they banned me lol

Dear devsaxena21,

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.

Best regards,

Karla Mayfly

Casino.Guru