What Happened
A player from Quebec says Winna closed their Gold VIP account and kept about 700 USDT after a run of sports bets. They say monthly and weekly bonuses of about 380 USDT were turned into roughly 875 USDT; one 300 USDT withdrawal was paid, but two further withdrawals were declined without the money returning, and the remaining 300 USDT balance was removed. Support then told them the account was closed by management with no reason given. The mediator closed the case because sports betting is outside what Casino.guru can judge.
How It Developed
- 2026-05-04Complaint opened. The player said they had lost nearly 10,000 at the site before this and had been muted in the site chat.
- 2026-05-05The mediator asked what games were played, whether KYC was done and what reason the casino gave. The player said mainly sports betting, no KYC had ever been requested, and emails went unanswered.
- 2026-05-07The mediator said that without insight into sports-betting investigations, Casino.guru could not fairly judge the case, and closed it without finding the complaint unjustified.
Rejected
Closed as out of scope because the balance came from sports betting; no ruling on who was right.
What Has (and Hasn't) Helped
Nothing here — the dispute was never put to the casino. For sportsbook closures, Casino.guru will usually step aside; a sportsbook-focused complaint service or the licensing authority is the better route.