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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?

winnaカジノから出金が出来ません

不正もなにもしてないのにアカウントをロックされ、kycを求められ、即提出したにも関わらず返信さえ来ないまま2週間が経ちました。こちら側がいくら催促しようと説明のひとつもなくずっと無視されています。どういう事でしょうか？こちら側は入金をして正規のプレイをして勝利金を獲得したのにこの対応はいかがなものでしょうか？

いつまで待たせるつもりですか？このまま出金拒否をするつもりでしょうか？全てそちら側に合わせないといけないのでしょうか？

こちらも我慢に我慢を重ねてずっと返事を待っています。それなのにずっと無視です。

入金額さえ返金ありません。これは悪質な詐欺に該当するのではないでしょうか？

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.

1.すでにカジノに提出した書類は何ですか？また、最新の書類はいつ送りましたか？

1.身分証明書（マイナンバーカード）

2.住所確認書類（住民票）

3.winnaと書いた紙と、身分証を持った自撮り写真

4.12月21日（日曜日）

2.必要な書類はすべて正しい形式で速やかに提出できましたか?

1.kycメールが来たその日に正しい形式で送りました

3.カジノは最近追加の書類を要求しましたか？もしそうなら、それはどのような書類ですか？

1.その日から今日まで何の連絡もないまま無視されています

4.あなたのアカウントに現在確認待ちの書類はありますか?

1.kycの確認だけです。そもそもロックをかけられてログインが出来ません

5.このカジノではどんな種類のゲームをプレイしましたか?

1.オリジナル（ハイロー、ケノ、リンボ）

2.スロット

3.ライブゲーム

300ドル入金して、1万ドル勝ちました

不正もしていませんし、書類関係は即対応しているにもかかわらず、初回から出金拒否をされてなにも引き出せていません。

こんなカジノ初めてです。どうかご対応よろしくお願い致します

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

返事が遅い様ですがまだかかりますか？

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

上記のメールアドレスにて確認書類の返信をさせて頂きました。

確認の程よろしくお願い致します。

winnaカジノさんあなた達がやっている事はおかしい

自分達に都合が悪くなったらアカウントロックして無視ですか？

違反も、不正もしてないのになぜ出金もされずにアカウントをロックされないといけないんですか？

それを詳しく説明して下さい

今の現状で言えばあなた達がやっている事はお金だけ入れさせて、いざ出金になったら拒否をするただのポンジスキームです

わたしは一度も出金出来た事はありません

勝利金を正常に出金して下さい

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.

は？一回も引き出してないんですが？

入金金額も持っていくの？ただの詐欺ですよ？

カジノグルさんこれはマーケットとしてどうなのでしょうか？

永久凍結とかは二度とやりたくないんでどうでもいいですけど、せめてお金は返してくれませんか？

お金も返さずに一方的に永久凍結するってただのポンジカジノですか？

カジノグルさんこれはただの詐欺ですのでこの件に関しては対しては対応してくださいね

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

全然返事無いけど大丈夫そうですか？

カジノグルさんは詐欺カジノをほっとくんですか？

ここってそもそも間を取り持って問題解決する所じゃ無かったんですか？

一方的なカジノ側の意見だけを取り入れるサイトですか？

いい加減反応くれんとwinnaカジノみたいなプレイヤー側に不正もないのに不当な理由をつけて勝利金、入金金額没収みたいなカジノ増えますよ？

winnaカジノ覚悟しておいてください

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?

どうなってますか？

ちゃんと進行してますか？

結局カジノから出金は出来ないんですか？

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.

Michalよろしく！ありがとう！

winnaカジノ、

こちらは不正も何もしていないただカジノを遊んで勝っただけ。なのに理不尽な理由でログインを制限し、入金額、勝利金の出金を拒否し、私のお金を奪った。出金されるまでは徹底的に争うので覚悟して下さい。現在あなた達がやっている行為はただの詐欺です。本当に許せません。

Michal、どうかwinnaカジノの不正を暴いて下さい。私は現地に行ってでもお金を回収するつもりです

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?

何の証拠があるのか分かりませんが、これで不正が出たとしたらwinnaカジノは書類を不正改造しています。

断言できます私は不正をしていない

オリジナルで、不慮が起きたのならそれはwinnaカジノ側の責任です。プレイヤーには何も不正はありません。

負けるのは良くて、勝利したら不正というwinnaカジノはただのポンジカジノです。

カジノを運営するのをやめた方がいいです。

あと、他の苦情の投稿を拝見させて頂きましたが、少しは出金出来ている方々ばかりです。

その中

入金をし正当に遊んだ結果、一度も出金が出来ていない私はどうですか？

詐欺以外のなにものでもないと思います。

ライセンスを取得しているクリプト系のカジノでこのような事が起きたのは初めてです。

本当にライセンスあるんですか？お金を払うのが嫌なだけで出金させないだけですよね？

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.

こんにちはMICHEAL

家族、友人全くwinnaカジノはしていません。

近くにする人もいないです。

デバイスはiPhone、パソコン(Windows)のみです。

最も頻繁にプレイしたのはオリジナル(keno、ハイロー)その他スロット関係です。

よろしくお願いします。

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