Complaint #6 Winna Casino

Withheld Winnings

By Abdullah A.

3 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

52 hours left for Alwasm777 to respond.

AskGamblers

• Support Team

1 day ago

Dear all,

This complaint has been reopened as per Winna Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 month 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 month 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 month 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.

Winna Casino Complaint Stats

Resolved 2 / 2

Avg. Amount N/A

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Complaint Status

52h left

$3,800

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Winna Casino Complaints

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Withholding approved original deposit 199 Usd for months after successful KYC

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: $199.16
Total Withdrawn: $0
Remaining Available for Withdrawal: $199.16

You can now proceed with your withdrawal request.

Best regards,

Winna Team

As 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.

24h left

$199

Scammed for bonus

I signed up on Winna through their VIP Transfer program. I was promised a $7500 reward for wagering $1m. I asked if there was any time limit, and I was told it was unlimited. However, later on, when I got close to reaching the wager target, they suddenly added a time limit to the bonus to prevent me from reaching it.

Resolved

Unable to Withdraw

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 >

Resolved