Winna Casino - general discussion (page 5)

I had previously deposited on Winna and lost money. I had no intention of depositing again because I already believed they were acting dishonestly. However, I carefully read the full promotion text which stated that one deposit would be tripled. I decided to deposit again in the hope that this would help recover my previous losses. Otherwise, I would not have trusted them again.

I made 10 deposits in total, and not once did I win or even have the chance to withdraw a single dollar. The promotion was never fulfilled for me.

Regarding customer support, before my large loss (after the first deposit in this series) they used to reply to my messages. But after I lost everything and all my deposits were gone, they completely stopped responding. It has now been 13–14 days with no reply, despite their claim that they are available to players 24/7. This is simply not true, and I have screenshots to prove that my messages have been ignored for two weeks.

It is deeply unfair to ignore a player who is in complete loss and refuse to assist them. I trusted Winna with my deposits, but they took advantage of that trust. I would strongly suggest you properly investigate this casino, and even try their games yourself, before defending them. The evidence will show the tru

th.

I also feel that you are defending them, but this is not right. By doing so, you contribute to more players becoming victims of the Winna site. Until you have properly investigated the site and actually played there yourself, I don’t think defending them is fair.

You can also check the reviews on Trustpilot. They allegedly pay users with a large number of referrals to lure other players into registering and depositing. You can read those reviews yourself to see the pattern.

I had previously deposited on Winna and lost money. I had no intention of depositing again because I already believed they were acting dishonestly. However, I carefully read the full promotion text which stated that one deposit would be tripled. I decided to deposit again in the hope that this would help recover my previous losses. Otherwise, I would not have trusted them again.

I made 10 deposits in total, and not once did I win or even have the chance to withdraw a single dollar. The promotion was never fulfilled for me.

Regarding customer support, before my large loss (after the first deposit in this series) they used to reply to my messages. But after I lost everything and all my deposits were gone, they completely stopped responding. It has now been 13–14 days with no reply, despite their claim that they are available to players 24/7. This is simply not true, and I have screenshots to prove that my messages have been ignored for two weeks.

It is deeply unfair to ignore a player who is in complete loss and refuse to assist them. I trusted Winna with my deposits, but they took advantage of that trust. I would strongly suggest you properly investigate this casino, and even try their games yourself, before defending them. The evidence will show the truth.

Dear Casino Guru Team,

I am compelled to bring to your immediate attention a series of serious and potentially unlawful practices by Winna Casino, which undermine player trust and violate fair gaming standards. Despite their claims, Winna’s behavior indicates a pattern of deliberate deception and neglect of their users.

Below are documented concerns based on my personal experience and evidence:

1. False 24/7 Customer Support Claim:

Winna guarantees round-the-clock support, yet I have been ignored for over 14 days despite multiple attempts to contact them. This breach of their promise causes significant distress to players seeking assistance. I hold screenshots with precise timestamps to verify this claim.

2. Deceptive Promotional Advertising:

Promotions are designed to entice deposits under misleading terms, violating consumer protection regulations in most licensed jurisdictions.

3. Non-Transparent Betting Records:

Winna does not disclose complete bet histories, obscuring the true extent of losses and potential manipulation, which breaches transparency obligations critical for fair gambling environments.

4. Wagering Calculations Manipulated for Leveling:

Only 25% of player wagers count toward progression, misleading users about actual wagering requirements (e.g., $1,000 advertised vs. $5,000 actual wagering). This practice is unfair and deceptive.

5. Neglect of Losing Players:

Players suffering losses receive negligible compensation, with minimal cashback and no meaningful bonus structures to mitigate losses, violating principles of fair player treatment.

Given the severity of these violations, I urge Casino Guru to conduct an immediate and thorough investigation, including firsthand evaluation of Winna’s games and support functions. Failure to address these issues risks serious reputational harm to your platform and further victimization of players.

I am prepared to provide comprehensive documentation and evidence upon request.

Thank you for your urgent attention to this matter.

Hello, I just read the communication and want to add a few more things aside from what Jaro already told you.

First of all, we are not defending the casino. This is a forum; we are here to talk to players and the rest is your frustrations pointed towards us because we did not say you are ultimately right and we agree with you. I get it hurts. However, think about our perspective for a second - player with a very straightforward opinion of the casino comes here to persuade us about his truth. We get it but we are not judges and we are not familiar with your situation like you are. Hence we ask and then respond to you to keep the conversation informative for the community. This necessitates refraining from hasty judgments and maintaining a reasonable balance of fairness and objectivity.

Perhaps it would be beneficial to mention that there won't be any "urgent attention" to any matter on the forum. Complaining on the forum is just a conversation; if you seek support and investigation, please go for the complaint feature instead. Skilled mediators will carefully examine and properly address your situation, something we admins of the forum cannot offer here. The process includes the casino's interaction, and that is basically the fair approach we can't duplicate because the casino is not represented here in this thread. So, I understand you are not happy with your experience, but you won't get what you want here on the forum. Here, we just talk.

Reading this guide may help you understand how the complaint feature works:

https://casino.guru/complaint-resolution-instructions 👈

"Step 1: Player fills out a complaint form and submits it.

Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.

Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.

Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.

Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.

Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected."

We are here to talk if you want.

Thank you for answering and trying to solve my problem. I will start a formal complaint and send you the documents. I would like to ask a question.

If you don't solve my problem, I will have to file my complaint here with all my might, and I ask you to reach an agreement before doing so and solve my problem, because the site's support is not giving any answers.

Of course, feel free to ask anything you want to know, and I will do my best to keep up with you in this forum.

Complaint Against Winna Casino – Request for Fair Treatment and Transparency

My main request is that Winna Casino treat players fairly and honestly. Specifically:

1. Stop misleading players – Do not make false claims, especially about promotions and 24/7 support.

2. Provide full transparency – Show complete betting statistics of all players, instead of hiding them from public view.

3. Help losing players – Offer meaningful support, bonuses, or compensation to players who have suffered heavy losses.

4. Ensure responsive customer support – Reply to players’ messages in a timely manner, especially those in need of assistance.

5. Fair level-up wagering calculation – Count 100% of wagered amounts toward level progression, like other reputable casinos, instead of only 25%, which is unfair and misleading.

These are basic standards of fairness that should be respected in any legitimate and licensed casino. I hope Casino Guru can communicate these points to Winna and encourage them to operate in a transparent, hones

t, and fair manner.

Dear friend, you can see that a few hours ago I told the Winna website my last words, but as always, they didn't respond because I don't care about taking my money anymore, but I won't give up on my goal until they solve my problem. I will file my complaints and even complain to Interpol so that this site and its agents can solve my problem.

You see, I told you my last words to answer the support so that this matter would be over and my problem would be solved through the site support, but you didn't even answer me. I sent a screenshot here and to the site support, so your fraud is becoming apparent. When you take all the money from the user, you no longer answer that user. I'm not the only one. You've done this to several users.

Good day to you! I understand where the sentiment is coming from. I guess we both feel that Interpol is just a hyperbole, so instead I would recommend our complaint process and we shall see what comes next.

However, make sure to read the guide to avoid possible surprises:

https://casinoguru-en.com/how-we-resolve-casino-complaints 👈

At this point, for example, I'm not very sure what appears to be the concrete problem you would like to complain about. Just saying that "Fair Treatment and Transparency" is, in my opinion, more about overall user experience, which is not something my colleagues could usualy investigate.

Our complaints are designed to investigate concrete issues related to specific rule breaches with a clear disputed amount. Overall disappointment or questions of principles are far beyond our capabilities.

Can't you see that the Winna site is violating the rules and claiming to be licensed in Canada? Would someone who is licensed do such a thing? After I lost money, the support hasn't responded to me for 14 days. I've been here for a few days now and I'm expressing my opinions. The Winna site doesn't care at all. This means that the users who have lost money are not cared about. After they take the user's money, they don't respond to the user anymore. I have full proof of everything. I sent them a message here for the last time. You can see for yourself that they will solve the problem. There's no need for an official complaint anymore, but they still didn't respond.

Winna Casino is openly violating fair gaming rules while claiming to hold a Canadian license. A genuinely licensed casino would not engage in such practices.

After I suffered financial losses, their customer support stopped responding entirely. It has now been 14 days without a single reply to my messages. This clearly shows that once a player loses money, Winna abandons them and provides no assistance.

I have full documented proof of these issues, including unanswered messages and timestamps. I even gave them a final opportunity to address the matter, yet they ignored it.

Such conduct should not be tolerated from any licensed operator. I urge you to review my evidence and take appropriate action against this casino’s unethical behavior.

We provide highly competetive lossback for Gold 1 and higher VIPs. You are not even Bronze 1. This is clearly communicated on our website.

You can easily verify our licensing in the footer of our website and in the official register of the Tobique Gaming Commission. Stop your wrong accusations and just do your research.

These are not accusations — they are facts, and I can prove them with evidence.

1. Unresponsive Support: Why has your support team not replied to my messages for 14 days?

2. VIP Transfer: I requested a VIP transfer two days ago, and no action has been taken.

3. Compensation: It seems you deliberately do not want to pay my compensation.

4. Lack of Transparency in Betting: Why are all players’ bets not displayed on the site?

5. Violation in Wager Level-Up Calculation: Instead of counting 100% of wagers toward level progression, you only count 25%. This is clearly misleading to the player. Otherwise, with the $3,000 I have wagered so far, I should already be Bronze 1.

All of these points can be proven with documents and evidence. This behavior clearly shows that the site is not acting with fairness or transparency.

What happened? Why can't you answer my message because I told the truth? You don't have an answer.

I explained all of this to you many times.

1. Because you are not able to comprehend basic information that was provided to you and therefore continuous repetition makes no sense.
2. We will not process your VIP transfer.
3. Which compensation? You are not eligible for any bonuses and misread the promotion text so there is no compensation we owe you.
4. You have a bet history available on the site. The global bet feed is currently getting reworked and will be re-released in the next days.
5. This is no violation but clearly displayed for every user in the VIP panel. Again just a case of you being unable to read information on our website.

I will not further comment on this as everything is said. Please start to read and do basic research before claiming untrue things publicly.

I understand you’re frustrated, and I’m sorry to hear about your experience. However, from the information provided, this appears to be more of a personal frustration rather than anything I could respond to. Since the casino representative is already engaging with you directly, I believe it’s best for me not to become further involved at this stage.

Thank you for your reply. However, I must clarify and respond to each of your points, as your message contains several dismissive and unprofessional remarks instead of factual explanations.

1. Regarding "unable to comprehend basic information" – Such language is unprofessional and does not address the actual concerns I have raised. I have read your terms carefully and my questions are based on my real experience and documented evidence, not on a lack of understanding.

2. VIP Transfer refusal – You have not provided any valid or policy-based reason for denying my VIP transfer request. A licensed and fair operator should give a clear explanation based on stated terms, not simply refuse without justification.

3. Compensation / Promotion misunderstanding – I have full screenshots of the promotion text I followed. If your terms were unclear or misleading, this is a matter of fair communication and transparency, not simply "misreading."

4. Bet history and global bet feed – While my personal bet history is available, you have confirmed that the "global bet feed" is currently not operational. This is exactly my point: players currently cannot see the betting activity across the site, which reduces transparency.

5. Wager Level-Up calculation – You say this is "clearly displayed" in the VIP panel, but the fact remains that you calculate only 25% of wagers for progression instead of 100%, unlike most reputable casinos. Even if disclosed, such a system disadvantages players and is inconsistent with industry norms.

Finally, I have been waiting for 14 days without any support response after losing my deposits. Ignoring a player in complete loss is not in line with responsible gambling principles or customer care standards expected from a licensed casino.

I stand by my concerns and have all the necessary evidence to support them. I am sharing this for transparency and fairness, not to make false claims.

You are running away from the truth and not telling the real truth, and this is not annoying. No site in the world treats its users this way. Why should support not respond to user messages for 14 days?

Your response contained dismissive and disrespectful language instead of clear explanations.

1. I have read the site’s terms and my questions are based on real experience and documented evidence.

2. Refusing my VIP transfer without a clear, policy-based reason shows a lack of transparency.

3. I followed the promotion exactly as advertised and have full proof. If the wording was unclear, the responsibility lies with you.

4. The global bet feed is not active, which reduces transparency.

5. Counting only 25% of wagers for Level-Up instead of 100% is against common industry standards and disadvantages players.

Finally, it has been 14 days without any support reply. This is not in line with responsible gambling principles or proper customer care. I have all the necessary evidence and I raise these points for fairness and transparency.