Complaint #6 Winna Casino

Withheld Winnings

By Abdullah A.

4 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

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Winna Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Alwasm777

• Kuwait

2 weeks ago

"One final important point regarding the wallet address:
All previous withdrawals to this same wallet address were not instant — each one went through a pending review period before being approved by Winna.
This means every withdrawal to this exact address passed through Winna's review process and was approved, on multiple occasions, without any concern being raised or any warning issued.
If this wallet address genuinely represented a violation, it would have been flagged during any one of these review periods. Instead, Winna approved them repeatedly.
Winna cannot approve transactions to an address through their own review process multiple times, and then retroactively use that same address as justification to withhold $3,800."

Alwasm777

• Kuwait

2 weeks ago

As the assessment begins, I would like to re-emphasize the single most important contradiction in Winna's position:

Winna returned $255 to my account. This amount came from the exact same source — the same tip, the same balance, the same gameplay session — that they now claim constitutes a violation.

My account balance was $0. I received one tip. I played casino games only. This generated one single pool of winnings. Winna returned $255 of it and withheld $3,800 of it.

If the source was a violation, the entire amount should have been withheld. By returning $255, Winna acknowledged the source was legitimate. They cannot apply two different rulings to one single source of funds.

This contradiction has never been adequately explained by Winna despite multiple opportunities.

In addition to the above, I have previously submitted multiple pieces of evidence throughout this complaint, including screenshots and documentation supporting my position. I respectfully request that all evidence I have provided during the course of this complaint be taken into consideration during your assessment.

Thank you for your time and for your commitment to a fair review

Alwasm777

• Kuwait

2 weeks ago

Thank you. Since Winna has now provided evidence, I respectfully request the opportunity to review and respond to the key points of their submission, as this directly concerns my account and my funds. I believe a fair assessment requires both parties to have the chance to address the evidence presented.

Winna Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $50

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Winna Casino Complaints

See all complaints for this casino

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.

Resolved

$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