Winna Casino - general discussion (page 6)

I see that they respond with disrespect and contempt. When you trust a site, deposit your money, and lose it, they stop answering you. Then, when they finally respond, it’s in a bad tone — saying, "We won’t help you, we won’t pay you any damages."

They also refuse to process the VIP transfer I made, simply because they don’t want to pay me any compensation. Their excuse was that I reached Gold 1 and made the VIP transfer, but they openly admit they don’t want to process it for me.

The message above clearly shows they have a problem with me and are treating me unfairly. This is not the behavior of a fair or responsible licensed casino.

I apologize, but it appears that I am not the recipient of this text. Those are not the words I said. Please feel free to remove it and re-post it using the casino representative's reply button.

Thank you.

My dear friend, I will never disrespect you. You spoke to me very kindly. Because I am answering the representative's question, it cannot be posted. That is why I wrote here so that people can see that in my opinion you are the best at handling users' problems. But the Winna site does not care about users at all. My biggest mistake was depositing and trusting the Winna site.

Well, as I said, I'm not here to side with anyone. I'm not familiar with your situation and it seems like the casino representative has been pretty straightforward. I guess the fight has nothing to do with a problem with you personally but reflects a more complex chain of events.

Yes, I understand that; don't worry, please.

But to respond to the casino representative, please use the reply button located in the post you wish to respond to. Don't reply to the last post in the thread. That makes the conversation hard to follow. 🙏

They didn't answer me honestly. They lied. They didn't tell the whole truth. You can see on Trust Pilot how they scam and steal from users. Everything is clear. They should answer me with complete transparency and complete evidence.

Hello,

You know I'm not able to detect whether the casino representative did or did not respond honestly. That's not up to me. From my perspective, the casino has its point of view and you see that differently. Sadly, I can't help with that. 🙁

Why couldn't you answer me and explain? You are deceiving users. The world should know about fraudulent sites like Winna.

I sent them a message because I told the whole truth and have proof. They have no explanation to counter it — the facts speak for themselves.

What is unacceptable is that I offered to solve this matter directly through their own support, yet they have completely ignored me for 16–17 days. This is not just bad service — it is proof they do not care about their users once they take their money.

I even recorded a video as solid evidence. If they truly believed they were acting fairly, they would respond and resolve the issue instead of staying silent.

The Winna site has blocked my account because I shared my experiences and opinions here. Until now, I have made about 10 deposits and have not made a single withdrawal. I have all the screenshots, videos, and documents related to my account.

This action clearly shows that after users make deposits, the site takes their funds by any means, delays support responses for about 15–16 days, and then blocks the user’s account without any notification.

They are afraid that I am telling the truth and that other users might see it. They did this to me, but as long as all my funds are not returned and I am not allowed to make withdrawals, I will continue to share the truth publicly—on social media and with all relevant authorities and organizations.

Through this behavior, it is now clear to you that their goal is solely to take users’

money.

Hello, I respect your opinion, but as I said a few times already, I lack the perspective to comment on that. If you are struggling to withdraw money you won, please submit the complaint: https://de.casino.guru/beschwerden/einreichen 👈

You lost your deposits. This is part of gambling. You would have been able to withdraw at any point of time instantly. Why should we refund your deposit?

Why did you block my account after I deposited and say it was due to suspicious reasons, while I only have one account and have deposited 10 times so far and have not withdrawn a single dollar, have not even made any profit, have not even received a bonus? Why are you lying? I took a video so you can understand all the details. You did not answer me after I deposited 10 times and took all my money with fraud for 16 days. When I surveyed here, you blocked my account. I have proof.

Yes, I will definitely file my complaint and make it official. Because I took a survey here, they also blocked my account a few hours ago.

I recorded all my account details on video. When I deposited 10 times, I lost all my money. I only have one account and I haven't made a single profit yet. I haven't withdrawn a single time. They blocked my account for no reason.

You cannot disable and block a user who is at a loss, has only one account, has deposited several times, has not withdrawn any money, and has not made any profit, without reason or notice. I have proof for everything I said.

To be honest, any casino is entitled to close an account without an active balance, and they are not obliged to provide a specific reason for doing so.

From what you have shared, it seems that there has been a lot of frustration on both sides. Since you are not willing to accept that the casino no longer wishes to keep you as a customer, it is, unfortunately, not surprising that they decided to close your account.

I have also discussed your situation with my colleague Jaro, who has been in contact with you, as well as with the casino’s representative in this thread. All of us reached the same conclusion: your interpretation of the rules does not reflect how they actually work. For that reason, the statement "You cannot disable and block a user who is at a loss, has only one account, has deposited several times, has not withdrawn any money, and has not made any profit, without reason or notice" is simply not correct. In fact, the way you describe things explains quite well why your account was closed.

I’m sorry if this is disappointing to hear, but I prefer to be straightforward with you. My honest expectation is that your complaint may eventually be rejected if you submit it the same way as your other posts, on the same grounds, and I want you to be ready for this, just in case.

Still, let’s wait and see what the final decision will be.

I'm not saying anything because you are completely supporting this site and your answer is incorrect. The casino cannot block a user's account without a reason. I know all the rules. I sent all the screenshots of my deposits, which are dated and it seems that there is nothing.

I am truly disappointed that Casino Guru, instead of defending the truth and a player who has provided all evidence and documentation, chooses to support a fraudulent site like Winna.

How is it possible that a player like me, who:

has only one account,

has deposited more than 10 times,

has not made a single dollar of profit,

has not made a single withdrawal,

and made his last deposit only 3–4 days ago,

is accused of "suspicious activity" instead of being supported?

Your explanation that "any casino is entitled to close an account without balance" is completely meaningless and absurd. My funds are still in Winna, I have never made a withdrawal, and I have not recovered any of my deposits. This action is nothing but blatant fraud.

If Casino Guru truly sides with rogue casinos and provides such baseless justifications instead of defending players, it will lose all credibility within the community. With this response, you have shown that instead of protecting players, you are standing with fraudulent casinos.

The rules are very clear:

1. A casino can only block an account if the player abuses bonuses – I have never received a bonus, and for a $350 loss, I was given only $0.80 rakeback

2. A casino can only block an account if the player has multiple accounts – I have and always had only one.

3. A casino can only block an account if the player chooses self-exclusion – I never requested such an option.

I know casino rules very well, and contrary to your claims, Winna has absolutely no grounds for blocking my account. The reality is simple: they took my money, never allowed me to make a withdrawal, and then locked my account.

If you continue to justify such fraudulent actions, it means that players cannot even trust Casino Guru anymore.

I am disappointed that Casino Guru, instead of defending the truth and a user who has all the evidence and documentation, chooses to support a fraudulent casino.

How is it possible that a user like me, who:

Has only one account,

Has deposited more than 10 times,

Has not earned a single dollar in profit,

Has not made a single withdrawal,

And it has only been 3 or 4 days since my last deposit,

is accused of "suspicious activity" instead of being supported?!

Your explanation that "any casino has the right to close an account with no balance" is completely meaningless and absurd, when my funds are still in the site and I haven’t even made a single withdrawal. This is clearly outright fraud.

If Casino Guru truly supports fraudulent casinos instead of defending users, it will lose all credibility with the community. Your responses show that instead of protecting players, you are siding with scam casino