Winna Casino - O levantamento dos prémios dos jogadores está atrasado.

Winna's original high-low

Play normally and keep winning normally

The balance is now $600,000.

After that, I was able to withdraw money about three times, but then I was unable to log in to my account and was asked to provide KYC, which I submitted, but I never heard back.

Contacting support and the VIP host was ignored.

He was also leading the first place in the one-year anniversary race.

His name isn't even on the rankings.

I fought on your turf without any cheating and won. I have no idea why my withdrawal was rejected. I would like at least an explanation that I can understand.

winnaのオリジナルのハイローで、

普通にプレーして普通に勝ち続けて

残高が60万＄になりました。

その後3回程出金出来ましたがアカウントにログインできなくなり、KYCを求められ提出しましたが音信不通。

サポート、VIPホストに連絡いれても無視。

1年記念のレースも1位を独走していたが

ランキングに名前すらない状態。

私はそちらの土俵で不正無く戦い勝ちました。なぜ出金拒否されるのか全くわかりません。せめてこちらが納得できる説明くらいはして欲しい。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear wakiwaki,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

thank you.

It's been more than a week already,

I'll try to wait patiently.

But we're not doing anything wrong.

I just played normally and won

Suddenly my account was frozen

It was a huge shock to be ignored.

I deposited my own funds properly...

ありがとうございます。

既に1週間以上経ちましたが、

辛抱強く待ってみます。

ただこちらは不正もしていない

普通にプレイして勝っただけで

いきなりアカウント凍結されたり

連絡を無視されるのは非常にショックでした。

ちゃんと自己資金を入金したのに...

Dear wakiwaki,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

There is no reply or answer.

何も返事も答えもないです。

Since then, support and VIP hosts

There was no reply at all.

We will reply as soon as possible.

I wish we could talk

That's how it feels.

あれから、サポートもVIPホストも

全く返事がありませんでした。

こちらとしては返事ちゃんとして

話し合ってくれたらいいのにって

感じです。

It's all being ignored.

I was asked to submit KYC on the same day.

Isn't this just too cruel? 😔

全て無視の状況です。

KYCを言われて、即日に提出しましたが

こんなの酷すぎじゃないですか？😔

All support messages today

It had been erased.

This is a very malicious response.

Support and VIP hosts also ignore read messages.

This is a scam casino site.

本日サポートのメッセージを全て

消されていました。

非常に悪質な対応です。

サポート、VIPホストも既読無視。

詐欺カジノサイトです。

Dear wakiwaki, thank you for your response. I am truly sorry about your negative experience.

Could you please share a screenshot showing your current account balance and pending withdrawals?

Have you passed the KYC verification in the past, or is it for the first time in this casino?

Could you please confirm whether you have accumulated your winnings with or without an active bonus?

Thank you in advance for your reply.

Instant account login

Since I couldn't do it anymore,

The screenshot is

I don't have one.

The balance was $600,000.

Basically, KYC passes normally elsewhere.

Winna itself did not have KYC at first.

I can't log in so I don't know how much prize money I have

I don't know, but I bet over $10 million.

There should have been a prize.

But the prize money is already good,

Anyway, if you can withdraw your balance

I have no complaints.

いきなりアカウントログイン

出来なくなったので、

そのスクリーンショットは

持ってないです。

残高は60万＄でした。

基本他では普通にKYCは通ります。

winna自体最初はKYC無かったです。

ログイン出来ないので賞金はどれだけあるか

わかりませんが1000万＄以上賭けたので

賞金もあったはずです。

ただ賞金はもう良くて、

とにかく残高を引き出せたら

文句無いです。

There were some photos taken along the way.

I couldn't withdraw the last $25,000.

I am unable to log in to my account.

From the balance of another card

I increased it to 600,000 and now I can't log in.

There is nothing wrong with it.

途中で撮った物はありました。

最後25000＄出金出来なくて

アカウントログイン出来ない状態になりました。

もう1枚の残高から

60万まで増やしてログイン出来ない状態になりました。

不正はなにもありません

Hello,

Please note that we have conducted a thorough investigation into your case. Following this review, we concluded that your account was suspended due to a breach of our policies.

During an internal assessment, the gameplay patterns observed on the account were determined not to align with recreational play and were classified as exploitative behavior. As a result, we have exercised our right to keep the account suspended. Please note that withdrawals were previously processed, including funds that originated from this activity.

As part of our standard procedure, once an account is flagged, it undergoes investigation, internal review, and a request for KYC verification. In line with our policies, players are permitted to withdraw their initial deposit amount after any winnings derived from non-compliant activity are removed. In this case, there is no remaining balance to be reviewed or adjusted.

We reserve the right to provide further assessment or clarification to Casino Guru if required.

Kind Regards

Winna Team

First, what is the policy?

I call it a violation, but I only won with the original provided by Winna.

I don't know what's wrong with that.

I can't accept it either.

It's called a play pattern.

Just choose up or down in this game.

I didn't do anything.

As for the withdrawal only when you win,

I can't accept this. It's impossible.

I just played on Winna's playing field.

I have also submitted the KYC required.

Although it says intake,

I didn't consume it or anything, I just played it.

I don't understand what it means.

We will seek a settlement for an agreeable amount.

Please stop unilateral refusals.

まず、ポリシーってなんですか？

違反と言いますが、私はwinnaが提供しているオリジナルで勝利しただけです。

それの何が違反なのか分かりません。

納得もできません。

プレイパターンと言いますが、

上か下か選ぶだけのゲームでこちらから

何かした訳では無いのに

勝っただけで出金されるのはこちらとしては

納得できません。ありえません。

winnaの土俵でプレイしただけです。

KYCもそちらの言うものを提出しました。

摂取と書いてますが、

摂取するも何も私はプレイしただけです。

意味がわかりません。

折り合いの付く金額で和解を求めます。

一方的な拒否をやめてください。

If it is inconvenient for Winna

Is this a casino that makes players violate rules and crushes them?

I also have a diamond account.

No VIP host, no support, no reply.

When asked, they just say they don't know.

Is it okay to confiscate funds for such an unreasonable reason?

This is too malicious.

The representative should contact me.

Please reactivate my account too.

It's okay to lose as much as you want,

If you win, it's wrong to violate the rules.

winna側は都合が悪ければ

違反にしてプレイヤーを潰すカジノですか？

私はアカウントもダイヤモンドです。

VIPホストやサポートも返信も無く、

尋ねれば分からないしか言わない。

そんな理不尽な理由で資金を没収していいんですか？

悪質すぎます。

代表者はちゃんと私に連絡してください。

アカウントも復活させてください。

負けるのはいくらでもいいのに、

勝ったら違反はおかしいです。

I agree with Winna's argument.

I can't accept this.

Thank you for your cooperation.

私はwinnaの言い分には

納得ができません。

対応よろしくお願いします。

I will definitely make sure you pay the $200,000 amount you can afford.

支払い可能額20万＄は絶対に払ってもらいますよ？

KYC was submitted last December.

If the Winna team denies it that much,

Please provide evidence that I violated the rules.

If I can't do that, then I don't know the reason why I violated the rules.

there is no.

I'm an original artist published by Winna.

I just played and won.

If you want to make it a violation if you win,

It's very malicious.

Aren't there many other victims?

Unilateral refusal without a valid reason

Isn't that the same as fraud?

Please help the Casino Guru team.

I'm in a very difficult situation.

KYCは去年12月に提出済みです。

winnaチームがそこまで否定するのであれば

私が違反した証拠を提出してみてください。

出来ないのであれば私が違反した根拠が

ありません。

私はwinnaが出しているオリジナルで

プレイして勝っただけです。

勝った場合は違反にするのであれば、

非常に悪質です。

他にも被害者が沢山いるのではありませんか？

正当な理由が無いのに一方的に拒否は

詐欺行為と一緒ですよね？

カジノグルチームは対応お願いします。

非常に困ってます。

There was a balance on the way.

途中の残高はありました。

Dear wakiwaki,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello there,

Thank you wakiwaki for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winna Casino for their help in resolving this complaint. Would you be able to provide me with further clarification to my email? (peter.c@casino.guru)

Thank you!

thank you!

Thank you for resolving the problem.

My request is to restore my account.

At worst, it doesn't have to be the full amount,

Discuss and come up with a mutually agreeable price

If you can withdraw the money, I won't say anything more.

The Winna team also worked to solve this problem.

Thank you for your cooperation.

I can't accept the current situation.

thank you.

ありがとうございます！

問題解決よろしくお願いします。

私の要望はアカウント復活、

最悪全額じゃなくてもいいので、

話し合いでお互い納得行く金額を

出金できればこれ以上何も言いません。

winnaチームもこの問題解決に

協力をお願いします。

今の状況では納得できません。

よろしくお願いします。

Hello Peter,

We have provided further information via email.

Please let us know if your require further information.

kkkyyy, following a thorough internal review, we identified activity on your account that does not align with our Terms of Service, Fair Play Policy, and Responsible Gaming framework. This includes the use of a game behavior that resulted in abnormal returns, a clear escalation in betting patterns once the issue was identified, and the withdrawal of funds generated from this activity.

Our investigation also identified linked account activity showing the same patterns, which further supports our findings.

Based on these factors, your account has been permanently suspended. This decision is final and will not be reversed, and no further assessment will be conducted.

We understand this may not be the outcome you were hoping for, but these measures are necessary to ensure fairness and integrity across the platform for all players.

Kind Regards,

Winna Team

Winna, don't tell me you're honest.

You are frauds and scammers.

If you don't take action, this information

I'm going to expose everything on social media from now on.

You guys should just disappear

Waste of time, money back scam casino

winnaお前らに誠実を語るな。

お前らは詐欺師、悪質。

手を打たないならこの情報の元

これからSNSに全てを晒す。

お前らは消えて無くなれ

時間の無駄 金返せ詐欺カジノ

I'll ask the Casino Guru team.

Is this kind of thing allowed?

A string of excuses that don't make sense

Permanently frozen due to winna's circumstances?

I play High and Low on Winna

I just played while determining whether I was up or down.

If the settings are loose, then maybe there is a problem on Winna's side?

Winna is managed by players

It's a malicious casino and a group of fraudsters who only think about exploiting people.

カジノグルチームに聞きますが

こんなの許されるんですか？

意味の分からない言い訳並べて

winna都合で永久凍結？

私はwinnaにあるハイローを

上か下か見定めてプレーしただけです。

その設定が甘いならwinna側に問題があるのでは？？

winnaの運営はプレイヤーから

搾取しか考えていない悪質カジノで詐欺集団ですね。

Thank you for the update Winna Casino representative. Would it be possible to provide me with evidence of fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Hope you are well.

A Risk assessment been sent to you 6 days ago.

Kind Regards,

Winna Team

I'm asking you to provide evidence!

You can't do it, right?

Because it's not a violation!

証拠出してよって言ってるよ！

出せないよね？

違反してないから！

Peter, Winna

What if I can't provide evidence?

It doesn't have to be the full amount.

I want to settle on an affordable price.

ピーター、winnaが

証拠出せない場合はどうなるの？

全額じゃなくていいから

折り合い付く金額で終わらせたい。

Peter still can't handle it?

ピーターまだ対応出来ないの？

Thank you for providing me with the information Winna Casino representative. I have reviewed the evidence and would like to ask if you could provide me with the player's betting history for review. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

Thank you for following this up.

We have provided further information as per your request.

Kind Regards,

Winna Team

Dear Winna Casino representative, I have not received any new emails. Would it be possible to resend the information once again? You can forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

Of Course, I've sent it to you again.

Kind Regards

Winna Team

Winna, even just one copy would be fine

Please give me my money back

winnaさん1部でもいいから

お金返してください

Thank you for providing me with the information Winna Casino representative.

Dear wakiwaki, the casino has provided us with evidence to support their claim of the use of a game behavior that resulted in abnormal returns, a clear escalation in betting patterns once the issue was identified, and the withdrawal of funds generated from this activity. While normally we do not consider betting patterns to be a sufficient reason to warrant confiscation of funds and blocking of the account, we like to review each case separately to consider if an unfair advantage was gained.

From the evidence provided, it is clear that the strategy does not align with the spirit of fair gambling, and we advise against such behaviour to prevent similar situations in the future. With this in mind, we consider the steps the casino has taken to be justified, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter