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

39 hours left for Winna Casino to respond.

Alwasm777

• Kuwait

2 days ago

I would like to add an important detail that further supports my case.

At the time in question, my account balance was $0. I received a tip from a friend on the platform, and I used that amount to play exclusively in the casino. The winnings I generated came entirely from casino gameplay using that tipped amount.

I ask Winna to answer one simple question: if they claim my winnings came from sports betting activity, where is the evidence? My balance was zero. The only funds I had were received as a tip and used in the casino only.

If any sports bet was placed after the date of their official email — send it now. The bet, the date, the amount. Let us see it.

It does not exist. Because it never happened.

I played casino only, exactly as their official email instructed me to do. The winnings are legitimate and must be returned.

AskGamblers

• Support Team

2 days ago

Dear Winna Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Alwasm777

• Kuwait

2 days ago

Thank you for sharing Winna's response. However, their position remains unchanged and they have still failed to provide any specific evidence to support their decision.
Specifically:
They have not identified a single sports bet placed by me after the date of their official email permitting casino play
They continue to rely on an undisclosed third-party assessment without sharing any details
They have not addressed the key evidence: their own official email explicitly permitting me to play in the casino
I stand by my original complaint. The burden of proof lies with the operator. I respectfully request AskGamblers to ask Winna to provide specific evidence of any sports bet placed by me after the date of their email — if they cannot provide this, their decision has no factual basis

Winna Casino

• Representative

2 days ago

Hello Abdullah,

Thank you for your update and for providing the supporting documentation.

We have reviewed your case again, including the information you have shared, as well as the previous investigation conducted by our internal team and our sportsbook provider.

As previously communicated, the restriction of your winnings was not related to your account closure request. Following a detailed review, your account activity was assessed by the sportsbook provider and the winnings generated from the identified activity were deemed ineligible in accordance with our Terms & Conditions and the provider's policies.

Following the completion of the review, all eligible funds were released to you, and your withdrawal was successfully processed.

Based on the outcome of both the provider's assessment and our internal review, our position on this matter remains unchanged. However, we remain available to cooperate with the AskGamblers team should any further clarification be required.

Kind regards,
Winna Casino

Winna Casino Complaint Stats

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Avg. Complaint Duration N/A

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