Winna Casino - Igračeva sredstva su konfiskovana.

I opened my account at winna.com casino on September 10 this year. I had read many positive reviews about them, but unfortunately they were not true. I made my first deposit of $20 and after placing a bet, I requested a withdrawal. I received the first withdrawal and then several more without any problems. I mainly placed live bets on major events and used the casino a little. On September 20, my next withdrawal was rejected and the bookmaker asked for account verification. I completed the full verification and it was accepted. At that time, I had $85 in my account. However, the bookmaker rejected my request and canceled all my money, suggesting suspicious activity. I have no idea what they mean by suspicious activity. I placed normal bets, did not use any IP masking programs, and did not take any bonuses. I am asking Casino Guru for help in getting my money back, as I believe I have been treated unfairly.

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Dear starasolin,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the KYC verification, please?  
• Has an explanation been received regarding the nature of the suspicious activity observed?  

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,  

Katarina

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  

sports and live casino

Did you pass the KYC verification, please?

yes

Has an explanation been received regarding the nature of the suspicious activity observed?  

I didn't receive any explanation, my money just disappeared from my account.

Dear starasolin,

thank you for your reply.

Do you have any screenshot of your balance before it was deducted, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I sent screenshots related to this situation to this email address.

Dear starasolin,

thank you for your reply and emails.

However the attachment in those emails are very hard to read. Could you please send them in a different format?

Regarding your email, could you please clarify which casino the complaint pertains to, as FortuneJack casino was mentioned in your email?

Looking forward to your reply,

Katarina

I am sending it for the second time in higher resolution. 

Dear starasolin

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear starasolin,

I am so sorry to hear about your problem with the Winna Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Winna Casino representative to join this conversation and participate in resolving this complaint.

Dear Winna Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The player was involved in fraudulent sports betting activity.

His stats are:

Deposit

$267.97

9 Deposits

Withdrawals

$372.99

7 Withdrawals

Total Profit for user: $105.03

There is no more balance left in the users account. I'm happy to provide the sports betting history to underline his fraudulent sports betting activity involving activity such as fixed matches or arbitrage betting.

That's ridiculous. I placed normal bets, no fraudulent ones. On that basis, you can close every account and rob every player. Explain what you mean by that. If you call bets on the volleyball world championship fraudulent, then I don't know what isn't. 

Dear Winna Casino,

Could you please elaborate on what you mean by fraudulent activity?

Also, please feel free to provide any evidence that supports your claims.

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

Dear starasolin,

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,

Igor