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### Complaint Regarding Account Deactivation at Winna.com Due to Alleged Bonus Abuse

My Winna.com account has been active since May 10, 2025. As a Stake.com player with VIP level Platinum 4, I successfully completed the VIP transfer to Winna on the day of my registration. This granted me access to numerous benefits from the start, including support from an assigned VIP host, which was activated immediately after the transfer.

I am contacting the CasinoGURU-Team regarding the unjust deactivation of my customer account at Winna.com.

Since August 6, 2025, I have been unable to access my player account. To date, I have not received any official notification or explanation from Winna regarding this action.

Through my own research and communications with other affected players, I have learned that the reason for the account suspension is allegedly **"Bonus Abuse"** in connection with the game **Baccarat by Hacksaw Gaming**. I had some quite unsuccessful sessions with this game on one or two days in mid-June 2025. I recall trying to start the game again about two weeks later, but it could no longer be fully loaded.

The game link is: [https://winna.com/game/casino/hsg_baccarat]

I want to point out that Winna.com credits revenue from its in-house games at a 25% rate for VIP leveling, while I have heard that Winna plan to increase this to 100%. This raises the question of whether you will then also suspend accounts of players who, for example, play Dice with the lowest risk settings to generate turnover for the VIP program. This is standard behavior, as players need an incentive to place high wagers. My approach with Baccarat was based on exactly this logic.

Furthermore, I would like to emphasize that my bets on Baccarat should not be considered risk-free. The high game speed and the inherent **house edge** of 1.06% (Banker) and 1.24% (Player) prove that this is a game of chance with real risk.

In fact, I **incurred losses playing Baccarat**. The rewards I received as part of my VIP progress were **never sufficient to offset these losses**, let alone generate significant profits. This contradicts the accusation of abuse, which is typically aimed at the rapid generation of high profits.

The suspension of my account has far-reaching consequences: I have not only lost my entire balance and an expected weekly bonus in a three-digit amount, but I also lost access to the affiliate program with some really profitable referred users, which is now also denied to me. All of this has been unfairly taken away.

Since the day of the account deactivation, I have repeatedly tried to contact Winna. This was done through the live chat support, my known VIP hosts via Telegram, and Winna's Discord channel. I also sent my complaint to the Complaints Team via email, which also went unanswered.

First and foremost, I would like my account to be reactivated. If this is done by Winna, no further explanation is necessary. Mistakes can happen.

My Winna.com username is " R0UNDERthereal "

Greetings

Marius Will

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winna Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• What was your balance when the casino closed your account? Did you have any pending withdrawals?
• Have you received any specific communication from Winna at all regarding the reason for your account deactivation?  
• What actions did you take during the sessions that may have been flagged as bonus abuse? 

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.  

Best regards,

Natalia

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Stay safe.

I just reactivated your profile again.

One of our support agents made a mistake. I added $25 in USDT for the inconvience.

Let me know if there is anything else I can help you with.

My account has been reactivated. Many thanks to the CasinoGURU team for their support. I would also like to thank Winna for their understanding.

Kind regards

Marius Will

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

Dear R0UNDER,

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,

Natalia