Winna Casino - プレイヤーの撤退は拒否されました。

I was playing good and they rejected the withdrawal suddenly and now i cannot widhraw anymore

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Have you contacted casino support regarding the issue? What response have you received?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No i did not passed the kyc they never asked for kyc my account is working fine i can place any bet on sports casino my balance going up and down depending on winning or loosing but i cannot withdraw my funds.

No i didn't use any bonus money

Yes i contacted the casino they are not replying they are ignoring me

Thanks for the explanation.

Could you please share with me your communication with the casino, even the recent emails that the casino didn't respond to? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Make sure the information about the sender and recipient is visible.

i sended the ss and my pov please view it

Dear Sanjay21,

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, Romi ([email protected]). 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,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Winna Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Winna Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

We were informed by our Live casino provider that the user was "employing statistical models and card counting techniques". Therefore his winnings should be voided and will not be paid out.

My gameplay did not involve any statistical tools, external assistance, or card-counting methods. I played strictly by basic Blackjack strategy and normal, allowed bet variation. Simply making logical decisions or adjusting bets within the rules is not "employing statistical models," and using basic probability while playing a casino game is not a violation of any Terms & Conditions.

If your live casino provider is making this claim, I request that you provide:

The exact rule in your T&C that defines "statistical models" or explains why normal, legal gameplay decisions fall under that category.

Concrete evidence from my hand history demonstrating what specific pattern supposedly constitutes card counting.

A technical explanation of how card counting is even possible in your live setup, including deck penetration, shuffle frequency, and whether continuous shuffle machines are used.

Without these details, the accusation appears baseless.

You cannot void winnings based solely on an unverified statement from a provider without showing the factual grounds and the rule violation.

I’m requesting a transparent review, the evidence behind this claim, and the release of my legitimate winnings.

I'm happy to provide more information on the report we have received by the live casino provider.

You clearly violated the Terms of Service of the casino partner and our platform and therefore the winnings will not be paid out.

Right now, you’re refusing to show any evidence, and simply saying "the provider said so" is not enough to void winnings. This comes across as an automatic denial, not a real investigation.

All I’m asking for is transparency and proof. If you’re confident in your decision, then you should be able to show the actual data behind it. Until then, It feels like my winnings are being withheld without any real justification.

Please see Pragmatic Play Live's response attached.

Right now, it looks like you’re taking my winnings simply because I played well, not because I broke any rule. So far, you haven’t shown any real evidence of card counting, external tools, or anything that would actually violate your TOS.

Without specific proof, it really feels like "security process improvements" is just being used as a reason to avoid paying out legitimate winnings.

I’m asking again for actual, concrete evidence specific hands, patterns, or anything that clearly shows a real violation. General statements aren’t enough to justify withholding funds that were earned through normal gameplay.

We are happy to provide Casinoguru with your bet history to prove the claims.

If you’re confident in your decision, then you should be able to provide me with the same bet history you’re offering to CasinoGuru. I’m the one being accused, so I need to see exactly what you believe I did wrong.

And whatever data you share should be public and transparent. I’m not going to trust anything discussed privately where I can’t see it. Please share the full bet history and the exact evidence you’re using to justify this claim. Without that, there’s still no real proof of any violation.

Dear Winna Casino,

Please provide all the evidence to my email so we can review it: [email protected]

Thank you in advance.

Best regards,

Romi

Hello Romana, I want to clarify that I never used a VPN. I also want to see the exact data Winna sent you please share it with me or post it here publicly. I need to verify it myself, because there’s no guarantee they aren’t manipulating the information.

$12,000 is not a small amount, and without transparency this feels completely unfair. I deserve to see the same evidence they’re showing you.

I have emailed all evidence to you, Romana.

Thank you.

Romi, when you asked Winna for detailed information, this is not what I would call "detailed." This is misinformation with zero transparency. They are openly scamming me, and it feels like everything is being pushed into private messages instead of being discussed here publicly. That makes it look like all of you are connected to each other. I just want the real facts and the actual evidence, nothing hidden behind private communication.

Other players with the exact same accusation from Pragmatic were allowed to withdraw after contacting Casino Guru. This proves the detection system is not definitive and that Winna is applying these rules selectively. I played live dealer Blackjack with continuous shufflers, where card counting is impossible, yet my funds remain blocked while others in the same situation received "good will" withdrawals. This inconsistent treatment shows that my case was not reviewed fairly. I am requesting equal handling and immediate release of my funds.

This was because the amount was very low and the user got the main part because of a bonus claim.

Your funds will not be paid out. They were obtained in a fraudulent way. If it's not possible to card count on Pragmatic, why do they have anti fraud surveillance teams and flagged your account?

First of all, his balance was not very low because it was around 500 dollars. If you truly had solid proof of fraud, you would have blocked his funds in the same way you blocked mine. Instead, you released his money, which already shows that you only enforce these accusations when the balance is higher. That alone exposes how inconsistent your approach is.

On top of that, I lose many times. I have deposited repeatedly, had losing sessions, and played like any normal customer. If I was supposedly using some advantage method, why do I lose so often and why have I deposited so many times Your claim does not match the reality of my gameplay.

What your decisions really imply is that bigger players, the ones who deposit more and finally win, should not trust your website at all, because the moment a player becomes profitable, you block the account instead of paying the winnings. I have also seen complaints where players were banned for normal sports betting, and that was your decision, not Pragmatic’s. All of this shows one clear pattern these accusations are being used only when a player wins more than you like.

Calling my winnings fraudulent without presenting any real evidence is simply a way to take the funds. When players win small amounts you pay them, but when a player wins a meaningful amount you suddenly call it fraud. That is not fair treatment and it destroys any trust in your platform.

Dear Winna Casino,

Please send us some proof regarding what you are writing here. Unfortunately, as mentioned also by email, we didn't receive anything like that from you.

Thank you for your cooperation.

Respectfully,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hey Winna Casino, it’s possible that Pragmatic’s system made a mistake in my case, and that’s completely understandable because no detection system is perfect. I’m asking you to reconsider the situation and release my funds. This is my savings, and the outcome of this case directly affects my life. You have the potential to become one of the most trusted casinos in the market, and fair handling of situations like this is what builds that trust. Please allow me to withdraw my funds so we can close this case peacefully and move forward.

We asked the pragmatic team again and no mistake was made.

We are a trusted player in the market and therefore take such malicious activity seriously. Your account stays locked.

Dear Winna Casino,

Unfortunately, we haven't received any kind of proof until today, and we are unable to investigate the matter.

Please provide those as soon as possible.

Respectfully,

Romi