What Happened
A player from the United States says they asked Winna for a hard self-exclusion, got VIP bonuses instead, and were told by support to use a VPN to get around the US block. After they questioned this and asked for their net losses back, they say, the account was locked, cutting off their history. They wanted $20,604.83 refunded. The mediator asked for the exclusion request; the player said it was made in a VIP Telegram group whose logs Winna would not release.
How It Developed
- 2026-09-02Complaint opened; the mediator asked for the self-exclusion request with timestamps and the casino's answer.
- 2026-09-09The mediator set out Casino.guru's position: a refund is possible only with proof the player told the casino about a gambling problem and it failed to act; a block with no balance held is acceptable.
- 2026-09-10The player asked for the case to be marked unresolved and the casino blacklisted, saying Winna refused to hand over the Telegram logs and the regulator had not replied.
- 2026-09-16Without evidence of the request, the mediator rejected the complaint and left the door open if the proof turns up.
Rejected
The player could not produce the self-exclusion request, so the refund of $20,604 in losses was not pursued.
What Has (and Hasn't) Helped
The case fell on proof. A self-exclusion request made in a Telegram VIP chat left the player with nothing to show, and Casino.guru will not approach a casino about a refund without it. Make the request by email or the site's own tool and keep a copy; VIP chats are not a safe record.