Winna Casino Complaints

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• Total Withdrawn: $0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.

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.

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.

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 >