Winna Casino - general discussion (page 15)

Hello, we don't usually allow Tg links here. It is stated in the rules; however, since it appears that players may be interested, I will put it this way.

Just please, do not post any others. Thank you for your cooperation.

Hello, I find it unfair, Mr. Igor, to have rejected my complaint because I sent new information about Winna Casino. I think you reject all Winna complaints. My complaint has been ongoing for three weeks, and they keep asking the same questions. You are harsh with some casinos and protect others. In fact, they don't really try to listen to me. You are unfair; you have proven to me that you protect Winna Casino because this complaint has been ongoing for almost two months.

The new messages I informed Mr. Igor about were the conversation with the casino dated April 9th. The casino offered me 200 euros. I sent Mr. Igor the new information on this matter, and the complaint is closed. Furthermore, this rejection was unjustified. I will report how Mr. Igor treated me on this issue, which has been ongoing for almost two months with the same questions.

Furthermore, Mr. Igor has ignored my complaint from the very beginning, despite evidence that I mentioned my gambling problems! You are very strict with some casinos, but with Winamax you turned a blind eye to this very important issue, which Mr. Igor never mentioned in the complaint; I would even say he ignored it. So why are you penalizing other casinos on this subject?

I'm certain the story of the player with 600,000 says a lot about you and this complaint you closed. Casino Guru protects many casinos, as you penalize reputable ones. Given your unresolved complaints and to maintain your reputation and the favors paid by casinos, you no longer listen to players.

Mr. Igor closed a complaint about new information. Suddenly, the casino was sending me tons of messages. I replied to Mr. Igor about messages from Winnak regarding a refund, and Mr. Igor responded a few minutes later without even reading the new information. His goal was clearly to never listen to me. He's always concerned about Winnak. I get the impression that Igor and Winnak were his only goal! Closing the complaint so quickly proves that Igor was waiting for this! If Mr. Igor had mentioned my gambling problems, it would have been much faster. Instead, he preferred to keep asking for the same answers every week to defend Winnak!

Hello, sadly the complaint was closed because of the unbearable number of emails or messages sent to the resolver. I just want to say that I understand how you probably feel, but the complaint requires time and patience, and players truly need to respect and cooperate. I'm sorry.

Hello Ms. Radka, I don't understand the word "respect" in this matter, because Mr. Igor never mentioned the most important points of my gambling problems! He closed my complaint with new information, just like you do with others regarding Winna, I sincerely think that Igor didn't take the important details into account. Besides, you're very strict with some casinos and very lenient with others!

I will continue to help players file complaints against this casino, and I will mention Casino Guru. I hope their complaints are never treated the way you treated me. Please take care of your players and defend them fairly. Have a good day, Ms. Radka.

Well, I understand you feel dissapointed, but since the matter of closure was more than once explained to you, putting it into relation with any other complaint is not objective at all.

Of course, your complaint was closed without taking further "details" into consideration because the mediator has been flooded with all your responses. The complaint was not closed because the mediator "decided" that the casino was right, but because he could not work with you like this anymore.

The only thing required from complaining players is cooperation, nothing less.

I wish you understood that earlier. 🙏

Have a good day too.

Hello Ms. Radka, your colleague was unfair, and I think it suited her! I won't repeat the same thing. I hope other players will be treated fairly regarding Winna. Have a good day.

I am a player at Winna bookmaker. I made a deposit and placed only 4 bets (screenshots attached https://prnt.sc/wBTIa1Dy8FTs). After the very first partial withdrawal, my account was sent for review.

After 5 days of waiting, my access to sports betting was restricted, but—remarkably—I was still allowed to continue playing in the casino. In order to withdraw the remaining funds, the bookmaker required me to complete full verification (KYC). I provided all requested documents and successfully passed the verification.

Result:

After my identity was confirmed, Winna bookmaker voided all of my profits, allowing me to withdraw only the amount of my initial deposit. The deduction was explained as "fraudulent betting," however:

I did not receive any specific explanation of what exactly constituted the alleged "fraud."

The bookmaker does not seem to have an issue with my account, since I am still allowed to play in the casino.

My documents were accepted, and multi-accounting or identity falsification has been ruled out.

Evidence (screenshots):

Screenshot of the history of the 4 bets https://prnt.sc/wBTIa1Dy8FTs

Screenshot of the chat where they state that sports betting is prohibited but casino access remains available https://prnt.sc/FjyPP8bA4qZc

Screenshot of the notification about the cancellation of winnings https://prnt.sc/0OrtVn59ldWV

Claim:

I am an honest player. I consider the actions of Winna bookmaker to be an unjustified confiscation of my funds. I demand that my winnings be restored to my balance and that I be allowed to withdraw them.

Hello, I'm sorry to say this, but those casino threads and casino reviews are not accustomed to sports betting-related content. Therefore, I guess it would be best to create your own thread in the sports betting section of the forum and, for later purposes, find a website focusing sportsbetting. The way I understand it, askgamblers do some sort of SB complaint; maybe also their ratings somehow work with SB branches.

Hello, I am currently the latest complaint against Winna, and I don't understand why you constantly ask players for proof of their gambling problems, especially since the player can prove their self-exclusion! For your information, I myself provided this information in my complaint, which you ignored during my mediation. Casino Guru has a policy that only suits them. Winna must be paying you well...

Hello Rebecca85,

Just as was mentioned in the complaint and also in this thread: your complaint was not rejected because you raised responsible gambling concerns or because you requested a refund.

The complaint was rejected because, despite previous warnings, the communication repeatedly became excessive and unmanageable across the complaint thread and direct email contact, which prevented the mediation process from continuing effectively.

We also want to note that the merits of the case were reviewed separately from your behavior. These are two different matters.

We understand that you disagree with the outcome, but repeated accusations that Casino Guru is being paid by casinos are false and unhelpful.

Further duplicate or disruptive posts on the same matter may be removed.

Hello Ms. Radka, my case is closed!! It would be good to address the player's complaint, which I think is very important, because Winamax is acting in an irresponsible manner towards responsible gaming!

Hello,

this thread is about Winna Casino, which led me to this particular complaint. Generally speaking, if there is another issue at hand, please lodge another complaint request; my colleagues will review it, of course. Thank you.

Thank you, Ms. Radka. I know very well that the post is about Winna. Unfortunately, I don't have any work to give to your colleagues, and thankfully so! Focus on Winna's new complaints. I wish you a lovely day with this beautiful sunshine.

Hello, no problem, just remember where you wrote on the forum, please. Just to be precise, you mentioned that "Winamax is acting in an irresponsible manner towards responsible gaming"; that's why I suggested the complaint. Winna compalint has been closed.

Hello there,

I signed up to Winna months ago, played there a lot, and eventually reached Gold VIP status. I was down nearly 10k when my account got closed.

The day it all happened, last Friday, they released both the monthly and weekly bonuses together. I didn’t have any balance in my account, and I received around 380 USDT. I placed some bets until I got up to around 875 USDT, then requested a withdrawal.

All my withdrawals had always been instant before, but this time they told me I had to wait. After 1–2 hours, seeing that it still hadn’t been processed, I cancelled it and submitted a smaller 300 USDT withdrawal, which was processed.

Then I submitted another 300 USDT withdrawal and kept placing some bets. This second 300 USDT withdrawal was declined, but this time the money wasn’t returned to my balance. I made another 100 USDT withdrawal request, and the same thing happened: declined, and the money was never returned to me.

At that point, I still had 300 USDT in my balance, and they removed that too. In total, between the declined withdrawals and the confiscated balance, they owe me around 700 USDT, actually a few dollars more than that.

Here you can see the withdrawal section:

It felt really strange, so I contacted their support and they told me their team would review this "technical error". Of course, there was no technical error.

From that moment on, they banned me from the chat. My messages still appeared as delivered on my end, but other users couldn’t see them. Basically, they silenced me so I couldn’t tell people what was happening.  (left my chat logged in, right winna.com real chat in incognito mode). Their previously fast support suddenly became unresponsive and slow, taking ages to reply. At that point, I knew where this was going.

This is the message they sent me the next day:

> "Hi there! I am so sorry fr the delay. I just got an update from our team. Please note that your account was closed and also the funds were removed as per management decision and cannot be reopened. This is final decision by them."

No further explanation. Just "haha, we took your money, fuck you."

Before anyone asks, all my bets that day were on liquid, or almost liquid, markets. Nothing weird happened, and those winnings were completely legit. If you don’t want me in your casino, that’s perfectly fine. Just pay me my money, close my account, and say goodbye. But not this way. Not with me.

Of course, I’ve already consulted a local lawyer I know, who also has a connection with a colleague in Costa Rica, and I’ve sent them a formal complaint following their own guidelines. In two days, we’ll start contacting my local gambling authority, their license holder in Canada, and begin legal proceedings in Costa Rica, while I share my story on every forum, review portal, and eventually on several websites we plan to create and promote.

If anyone needs more information or screenshots, I have the full chat history, all my deposits and withdrawals, and everything else related to my account.

I saw they threatened other users who complained with legal action. Well, IDGAF. That won’t work with me, since I have both the money and the time to deal with you.

And as a final recommendation: if you care about your money, stay away from these scammers.

Best regards, forum!