Winna Casino— player complaints: 7 in English

Reason: Declined payment I am filing this complaint against Winna Casino (Username: < username removed >) due to an unpaid deposit refund and complete lack of support communication.Case Details:I deposited $199.16 into my account, placed sports bets, and played casino games (Limbo). My balance reached $260, after which I requested a withdrawal.The casino suspended the withdrawal and requested KYC documents. I completed the full verification process.I received an official email from Winna Support confirming that my KYC verification was APPROVED.In the same email, the casino informed me that my winnings were confiscated due to alleged "sportsbook activity" violations, but explicitly confirmed my right to withdraw my original deposit:Hello < username removed >,Your KYC verification has been approved. You may now request a withdrawal from your account. Please note:Due to the suspicious activity detected, we cannot honor any winnings derived from fraudulent sportsbook activity.You are entitled to withdraw up to the total amount of your deposits.Based on our records:Total Deposits: $199.16Total Withdrawn: $0Remaining Available for Withdrawal: $199.16You can now proceed with your withdrawal request.Best regards,Winna TeamAs instructed, I submitted a withdrawal request for my deposit.It has been several months, and the payout is still pending. Live chat and email support have completely stopped replying to my messages.

The player from Norway filed a complaint regarding unpaid winnings at Winna Casino after a technical outage on August 14th, which affected all slot machines except for a few. Despite assurances from support that his winnings were safe, he was unable to recover them since the game he was playing had not returned, and he had not been refunded the original purchase amount for the bonus he bought. We were unable to verify that the $35 bonus purchase was actually deducted or that the disputed round was initiated, because no transaction record, bet ID, or other concrete evidence was provided. For this reason, we rejected the complaint due to insufficient supporting evidence.The player from Norway filed a complaint regarding unpaid winnings at Winna Casino after a technical outage on August 14th, which affected all slot machines except for a few. Despite assurances from support that his winnings were safe, he was unable to recover them since the game he was playing had not returned, and he had not been refunded the original purchase amount for the bonus he bought. We were unable to verify that the $35 bonus purchase was actually deducted or that the disputed round was initiated, because no transaction record, bet ID, or other concrete evidence was provided. For this reason, we rejected the complaint due to insufficient supporting evidence. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 09 Sep 2026 | Closed : 17 Sep 2026Automatic translation:

The player from Turkey had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. He reported a delay in receiving his winnings, and we explained that withdrawals could take several days or weeks, especially if KYC verification was unfinished or the casino had a high volume of requests. The complaint was later marked as resolved by the player, so we closed the case as resolved.

The player from Indiana reported that a winning bet was incorrectly registered as a loss, and he had been waiting over 20 hours without receiving his winnings from Winna. The player confirmed the bet details and stated he had contacted the casino multiple times without resolution. Despite requests from the Complaints Team for additional game data and communication records, the player failed to respond further. Consequently, the complaint was closed due to lack of cooperation, with the option to reopen if the player resumed communication.

The player from Canada had opted for a permanent self-exclusion from the casino three months prior but was unable to reopen her account despite making further deposits. She felt that responsible gambling measures were not being taken seriously. The casino explained that the account had initially been self-excluded and later reactivated after a return-to-play assessment found no evidence of problematic gambling behavior, but the account had been permanently suspended again once gambling problems were explicitly reported. We clarified that permanent self-exclusion should not be lifted under any circumstances and requested a refund for deposits made after reopening. The casino disagreed, citing their responsible gambling policy and the player's activity after reactivation. Due to the player's repeated off-topic messages, the complaint was rejected based on behavior, not on the merits of the refund request.

Reason: Other I am submitting a formal complaint against Winna.com (operated by GG Gaming Sociedad de Responsabilidad Limitada) regarding the unjustified withholding of my casino winnings amounting to approximately $3,800.**Player Details:**Name: removedUsername: < sent to the casino >Website: winna.com**Brief Summary:**I received an official email from Winna.com restricting me from sports betting while explicitly permitting me to play in the casino. I complied fully with these instructions and generated legitimate winnings through casino play only. The operator subsequently froze my winnings, falsely claiming I had placed sports bets — a claim I strongly deny and which they have provided no evidence to support. When I contacted their support team, they refused to conduct a proper review.I am currently gathering all supporting documentation, including:- The original email from Winna.com permitting casino play and restricting sports betting- Transaction history showing casino-only activity after that email- Screenshots of support conversations where the operator refused to review my case- The operator's message informing me I may only withdraw my depositI will provide these documents upon request or as soon as the case is opened.I kindly request your intervention to ensure a fair and thorough review of this matter. --- Ответы в треде --- AskGamblers • Support Team 2 weeks ago Dear all, Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Winna Casino management acted in accordance with their Terms and Conditions. Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity. Alwasm777 • Kuwait 2 weeks ago "One final important point regarding the wallet address: All previous withdrawals to this same wallet address were not instant — each one went through a pending review period before being approved by Winna. This means every withdrawal to this exact address passed through Winna's review process and was approved, on multiple occasions, without any concern being raised or any warning issued. If this wallet address genuinely represented a violation, it would have been flagged during any one of these review periods. Instead, Winna approved them repeatedly. Winna cannot approve transactions to an address through their own review process multiple times, and then retroactively use that same address as justification to withhold $3,800." Alwasm777 • Kuwait 3 weeks ago As the assessment begins, I would like to re-emphasize the single most important contradiction in Winna's position: Winna returned $255 to my account. This amount came from the exact same source — the same tip, the same balance, the same gameplay session — that they now claim constitutes a violation. My account balance was $0. I received one tip. I played casino games only. This generated one single pool of winnings. Winna returned $255 of it and withheld $3,800 of it. If the source was a violation, the entire amount should have been withheld. By returning $255, Winna acknowledged the source was legitimate. They cannot apply two different rulings to one single source of funds. This contradiction has never been adequately explained by Winna despite multiple opportunities. In addition to the above, I have previously submitted multiple pieces of evidence throughout this complaint, including screenshots and documentation supporting my position. I respectfully request that all evidence I have provided during the course of this complaint be taken into consideration during your assessment. Thank you for your time and for your commitment to a fair review Alwasm777 • Kuwait 3 weeks ago Thank you. Since Winna has now provided evidence, I respectfully request the opportunity to review and respond to the key points of their submission, as this directly concerns my account and my funds. I believe a fair assessment requires both parties to have the chance to address the evidence presented.

A few months ago, I signed up and registered an account with Winna Casino because they were offering VIP account transfers. After successfully transferring my first account status, I was informed by Winna’s VIP Host (my main point of contact throughout my time playing at Winna) that I could transfer additional VIP statuses from other casinos I played at, as long as I created a separate Winna account for each transfer. Following their instructions, I opened multiple accounts and played actively on all of them for several months, consistently receiving bonuses, reloads, and lossback from Winna support across those accounts. Now, Winna Casino has disabled and shut off all of my accounts, despite the fact that they knowingly allowed and even encouraged me to create multiple accounts for each VIP transfer. One of their VIP hosts even told me that if I had only had two accounts it “would have been fine,” but because I had more than two, it was “not allowed.” This makes no sense because Winna’s own terms and conditions clearly state that multiple accounts are not allowed at all, yet they knowingly permitted me to operate several accounts and guided me to do so. It is also worth noting that Winna’s terms state that players from the United States are not allowed. I have only ever been registered and playing from the United States, and this was never mentioned as an issue until now. There are still funds in my accounts that I can no longer access because Winna has shut down all my accounts without warning. I believe this conduct is extremely unfair and misleading, as I acted in good faith and followed the explicit guidance of their support and VIP hosts. I have attached clear proof, including screenshots of conversations with Winna’s VIP hosts and support team, showing that they gave me false information and allowed me to play across multiple accounts for months before suddenly reversing their position and shutting everything down. I am seeking resolution in the form of a full refund of all deposits made to these accounts. This request is based on the repeated mishandling of my accounts by Winna Casino, the false information provided by their VIP hosts and support staff regarding account creation and eligibility, and the fact that I was allowed to actively play and deposit for months despite being located in a country (the United States) that is explicitly prohibited by Winna’s own terms and conditions.