Complaint #6 Winna Casino

Withheld Winnings

By Abdullah A.

2 months ago

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: removed

Username: < 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 deposit

I 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.

Disputed Casino Winna Casino

Reason Other

Amount $3800

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Winna Casino management refused based on their privacy policy to provide reasonable justification and/or solid evidence which could help us review and decide on this case adequately.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about any decision on the case issued by the official regulatory body and/or ADR entity, we will comply and mark this complaint accordingly.

Winna Casino

• Representative

1 week ago

Dear AskGamblers Complaint Team,

As communicated directly to your Support Team, we have provided all the information we are able to disclose regarding this case.

Our decision regarding the disputed balance was based on an internal investigation which identified a breach of our Terms & Conditions relating to multiple accounts. The supporting evidence includes cryptocurrency wallet and account information relating to linked accounts, which we are unfortunately unable to disclose externally due to the sensitive nature of this data.

We understand that this may limit the information available to the AskGamblers Complaint Team for its assessment. However, our internal findings and our position regarding the remaining disputed balance remain unchanged.

We have no further information that we are able to provide publicly or externally in relation to this investigation.

Kind regards,
Winna Casino

AskGamblers

• Support Team

1 week ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Winna Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Alwasm777

• Kuwait

2 weeks ago

"I need to correct a factual error in Winna's latest response. Winna claims that the $255 returned to my account relates to a separate sportsbook review. This is incorrect. The $255 is part of the same $3,800 disputed balance — it is not from a separate source or separate review. Winna has misrepresented the facts to AskGamblers. If the $255 was eligible for return, then the remaining balance from the same source must also be eligible. They cannot split one balance into two separate decisions based on different justifications."

Winna Casino Complaint Stats

Resolved 2 / 3

Avg. Amount $1,267

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Winna Casino Complaints

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Scammed for bonus

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Up to now, I still can't withdraw my funds; they told me my account was under review and that it would take 5 business days. After that time had passed, they started ignoring me everywhere. No one is getting back to me, neither in the chat nor by email. So, if you try to withdraw your money, they’ll just stop the payout and go ghost on you. My account is < username removed >

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