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Winna Casino unjustly withholding $85,000 withdrawal – false accusation of card counting

Complaint Body:

I am submitting this complaint on behalf of a player whose withdrawal of $85,000 from Winna Casino has been unfairly withheld.

The casino is refusing to process the payout, claiming "card counting" as the reason for withholding funds. However, this accusation is baseless and technically impossible — the games in question were provided by Pragmatic Play and Evolution Gaming, both of which are RNG/live-dealer platforms that do not permit or support any form of card counting. These games are streamed and operated server-side by the providers, leaving no opportunity for players to manipulate or track cards.

I’ve done kyc and done everything required.

Blocked access to live chat and support after the withdrawal request,

Failed to provide any evidence or specific game sessions that justify their accusation,

Ignored repeated contact attempts requesting a detailed explanation or audit report.

This appears to be a clear case of unjustified confiscation of player winnings and non-payment. We are requesting that Winna Casino immediately:

Provide verifiable evidence supporting their claim of "card counting" (if any), or

Release the full $85,000 withdrawal without further delay.

Transparency is crucial, and unsubstantiated accusations damage trust in licensed operators. We ask the complaint mediator to review this case carefully and hold Winna Casino accountable for this unfair conduct.

Dear Bjornnjoirn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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Hello, it's been 5 days passed, I was told to complete kyc lvl 2, i have done. however now they're ghosting. I was in touch with one of the admins, he promised me to push the withdraw within 1 day, however he has not fulfiled it. will provide proof in these images above.

Dear Bjornnjoirn, I would like to ask you to forward to us your correspondence with the casino in relation to the alleged card counting.

You can send emails or chat transcripts to my email at [email protected], or post screenshots here.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.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bjornnjoirn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo