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- Total Withdrawn: $0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.
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