Winna Casino - Won't let me withdraw - Support doesn't respond

[Drett]

I've recently started playing on Winna casino over a week ago and my first withdrawal was a success without issue. As time went on I deposited more crypto and ended up winning a good amount on sports and occasionally spinning slots. As I was ready to cash out, I went to withdraw my funds and noticed that the funds were never sent to my eth address after a bit. I messaged support and they told me they're "reviewing my sports betting activity" which I'm not sure why as I only placed bets on unders for multiple sports. Why is it that when I win a decent amount of crypto that my funds are "under review" as I've done no wrong doing.

I continued to message support but they've completely ignored me when I've reached them back on live chat, I messaged Bennett on the forum here, I emailed winna@support.com. And no response at all. It's been over 24 hours going on day two now.

Here are some pictures of the Withdrawals, I tried withdrawing the funds again but no luck.
Withdrawal 1 - https://ibb.co/TB2yWKHn
Withdrawal 2 - https://ibb.co/tpHGggGJ
Withdrawal 3 - https://ibb.co/PshrYZ99

Images of me contacting support through different channels, never received a response from anyone. Some messages are earlier than others but some are over 24 hours ago.
In site live chat - https://ibb.co/LzjfRjJ4
Email to winna support - https://ibb.co/62ZYFjb
DM to BennettWinna - https://ibb.co/F4wBt3Ng (never responded)

I will do my best to be patient but wanted to post as I would like to continue using Winna, but as of now I would like to resolve the issue on my funds being held for no reason.

Edit: Updated withdrawal screenshots as I won more funds but withdrawals are still pending. Bennett responded and said I was made aware I violated TOS yet I never received a response from him in an email nor anyone in chat saying I did. I can provide a full log of all my sports bets.

DM of full chat with initial support 5 days ago: https://ibb.co/390PvJ61
Latest message from support after I inquired about a bet that didn't update, but when asked about my withdrawals I got ghosted: https://ibb.co/qLDDFqmF
It has now been officially over 5 days.

BennettWinna's Official latest response in pm : https://ibb.co/p6DYpM9g

DECLINED Withdrawal - https://ibb.co/dwfj9sXC
DECLINED Withdrawal - https://ibb.co/sJzXpnGv
DECLINED Withdrawal - https://ibb.co/yFkqXKcm
Remaining Balance after Winna removed my withdrawals and confiscated winnings. - https://ibb.co/PZHMrb59

These are all of my winning bets - https://ibb.co/F4BtS4hj
https://ibb.co/237BT4jz
https://ibb.co/Gvfb7CxC
https://ibb.co/hFJDkCbs
https://ibb.co/39YqXYkH
https://ibb.co/8DZZCjNP
https://ibb.co/84Bq9Dfd
https://ibb.co/RGRYZsXv

These are all of my losing bets - https://ibb.co/9k1bt7Sx
https://ibb.co/9mYyqVVz
https://ibb.co/fwfP2XR
https://ibb.co/k6ybwmtN

These are all of my cash outs on bets - https://ibb.co/rRB7rNCN
https://ibb.co/SGY3Yr5

[holydarkness]

Got your PM, [and this serves as a reply to that PM too]. Do I understand that the amount combined is ~2,300 USD? And they're all pending for review. Have you done KYC? Do they ask you to perform KYC? Perhaps somewhere in email or in-platform notification? Telling you that you need to do KYC to proceed?

[Drett]

Hey Holy, so I canceled one of the withdrawals to play with the money and ended up winning more. I proceeded to withdrawal much more funds than I showed on the post. The total amount is now 3,436.13 they're pending stating "manual approval". I will update the images to show that and I will leave the withdrawals as is until it's resolved. I've not completed KYC, nor asked to as I've seen Winna operates as a Non-KYC casino. The first time I messaged in-platform to their live chat support almost two days ago the rep said "we're reviewing your sports bet activity which can take up to five days" I understand I should be more patient with those five days but it's the fact they've completely ignored me as I've messaged them back in-platform, email, a PM to bennett on this forum.

[holydarkness]

Hey Holy, so I canceled one of the withdrawals to play with the money and ended up winning more. I proceeded to withdrawal much more funds than I showed on the post. The total amount is now 3,436.13 they're pending stating "manual approval". I will update the images to show that and I will leave the withdrawals as is until it's resolved. I've not completed KYC, nor asked to as I've seen Winna operates as a Non-KYC casino. The first time I messaged in-platform to their live chat support almost two days ago the rep said "we're reviewing your sports bet activity which can take up to five days" I understand I should be more patient with those five days but it's the fact they've completely ignored me as I've messaged them back in-platform, email, a PM to bennett on this forum.

Eh?

I don't mean to be rude, but... wait for five working days, then. Before that, it's a non-issue and it's not a scam possibility yet, thus shouldn't be a scam accusation. I see that your first withdrawal is on 4th August. That'll put us at least until this Friday, 8th, if not Monday, 11th, before it need any invervention. I'll suggest some patience.

[Drett]

Understood, I will leave an update after 5 days if anything changes. Sorry to disturb.

[bennettwinna]

Hey, you already got an explanation regarding your case by the support team.

Our sports fraud team flagged your account for abusing odds in an unfair manner ("value betting") which violates our Terms of Service. This is a common practice and policy on every major sportsbook provider.

You were informed about the decision and your account got locked because of that.

Best,
Bennett

[acroman08]

Hey, you already got an explanation regarding your case by the support team.

Our sports fraud team flagged your account for abusing odds in an unfair manner ("value betting") which violates our Terms of Service. This is a common practice and policy on every major sportsbook provider.

You were informed about the decision and your account got locked because of that.

Best,
Bennett

wait, isn't this the same reply(word for word) you left on this thread "Winna.com don’t pay money without any response"? Were the issues of these two gamblers exactly the same(value betting)?

[rickez3]

Hey, you already got an explanation regarding your case by the support team.

Our sports fraud team flagged your account for abusing odds in an unfair manner ("value betting") which violates our Terms of Service. This is a common practice and policy on every major sportsbook provider.

You were informed about the decision and your account got locked because of that.

Best,
Bennett

wait, isn't this the same reply(word for word) you left on this thread "Winna.com don’t pay money without any response"? Were the issues of these two gamblers exactly the same(value betting)?

Lol. Winna scammers! Holy shit.

[Drett]

Hey, you already got an explanation regarding your case by the support team.

Our sports fraud team flagged your account for abusing odds in an unfair manner ("value betting") which violates our Terms of Service. This is a common practice and policy on every major sportsbook provider.

You were informed about the decision and your account got locked because of that.

Best,
Bennett

Hi Bennett, I was never informed about abusing any TOS nor did you inform me or your support team? So, please explain to me exactly how I abused your TOS as a "value bettor". Because I've now deposited funds and won over thousands and now I'm unable to withdraw? I will be posting screenshots of every single chat and will await your response after being ignored.

[Drett]

Hey, you already got an explanation regarding your case by the support team.

Our sports fraud team flagged your account for abusing odds in an unfair manner ("value betting") which violates our Terms of Service. This is a common practice and policy on every major sportsbook provider.

You were informed about the decision and your account got locked because of that.

Best,
Bennett

wait, isn't this the same reply(word for word) you left on this thread "Winna.com don’t pay money without any response"? Were the issues of these two gamblers exactly the same(value betting)?

It is the same exact response from that thread. I don't understand how we were value betting.. It seems like they don't like when we win money and then use anything in the book to restrict our account. I was ghosted for 5 days, unable to withdraw and the first thing I'm told is I violated TOS after no responses from the ENTIRE WINNA TEAM. I've never done any malicious betting or would risk my account so I'm lost here.

[Drett]

Update : I've added images of my newly declined withdrawals totaling 4501.32$ and my balance only showing 1,813.71$ Bennett has messaged me offering back a total 897.11$ which I don't agree to. I would like my balance of $4501.32 which I won fairly and not through abusing odds or "value betting".

[R0UNDER]

Update : I've added images of my newly declined withdrawals totaling 4501.32$ and my balance only showing 1,813.71$ Bennett has messaged me offering back a total 897.11$ which I don't agree to. I would like my balance of $4501.32 which I won fairly and not through abusing odds or "value betting".

It's unbelievable what Winna is doing right now. Everything worked so well at the beginning, and now it really seems like an exit scam is imminent. I've already written my complaint and will wait until tomorrow. If Winna's complaint team doesn't respond to my email, there's no way around publishing my complaint.

[Drett]

Well, just received another message from BennettWinna.

https://ibb.co/B24WwX69

I'm not sure what to do from here as it seems they don't care to pay out my winnings, or show how I was allegedly "abusing odds, or value betting".

[acroman08]

Well, just received another message from BennettWinna.

https://ibb.co/B24WwX69

I'm not sure what to do from here as it seems they don't care to pay out my winnings, or show how I was allegedly "abusing odds, or value betting".

Sadly, there is nothing that we can do here, the casino seems to be sure about their decision. Perhaps try posting on askgamblers, they might be able to mediate your case, but I am not sure if winna has a representative there. I would have suggested casino.guru, but as far as I know, they don't handle cases that have something to do with sports betting.

[R0UNDER]

Well, just received another message from BennettWinna.

https://ibb.co/B24WwX69

I'm not sure what to do from here as it seems they don't care to pay out my winnings, or show how I was allegedly "abusing odds, or value betting".

Apparently, Winna is unwilling or unable to go into detail about the transactions in question. A pathetic attempt is being made here to quickly close the issue with a partial payment. Of course, this does not inspire any confidence, but only gives rise to even more speculation. I am curious to see how the bitcointalk team will respond to this.

[Drett]

Well, just received another message from BennettWinna.

https://ibb.co/B24WwX69

I'm not sure what to do from here as it seems they don't care to pay out my winnings, or show how I was allegedly "abusing odds, or value betting".

Sadly, there is nothing that we can do here, the casino seems to be sure about their decision. Perhaps try posting on askgamblers, they might be able to mediate your case, but I am not sure if winna has a representative there. I would have suggested casino.guru, but as far as I know, they don't handle cases that have something to do with sports betting.

Thank you for your help

[Dropsera]

it seems like you are really breaking their rules

[Drett]

Well, just received another message from BennettWinna.

https://ibb.co/B24WwX69

I'm not sure what to do from here as it seems they don't care to pay out my winnings, or show how I was allegedly "abusing odds, or value betting".

Apparently, Winna is unwilling or unable to go into detail about the transactions in question. A pathetic attempt is being made here to quickly close the issue with a partial payment. Of course, this does not inspire any confidence, but only gives rise to even more speculation. I am curious to see how the bitcointalk team will respond to this.

When I first used Winna I had no issue withdrawing but after multiple wins it became a problem. They allowed me to place bets even after my withdrawals were locked, now they don't want to pay out. I've bet the same way on sports that I always have and that's by random. So by their logic anybody who wins multiple times is a value bettor and goes against TOS? So, we're suppose to lose on purpose to be able to maintain our withdrawals? It just doesn't make sense to me.

[khaled0111]

Perhaps try posting on askgamblers, they might be able to mediate your case, but I am not sure if winna has a representative there. I would have suggested casino.guru, but as far as I know, they don't handle cases that have something to do with sports betting.

You are correct. Casino Guru does not handle sports betting cases and Winna is not listed on AskGamblers. So, it won’t be possible to file a complaint against them there, either.
If they are so sure about their decision then why did they offer him a refund of ~$900?
@OP, if you are confident you didn’t violate any of their terms and didn’t try to cheat their system, then the best you can do at this point is to make some noise on their social media pages to draw more attention to your case. Maybe this will force them to take a second look and investigate it more thoroughly.

[Zwei]

it seems like you are really breaking their rules

no, it doesn't. there is no evidence presented from either sides, so it's their words vs OP words.

If they are so sure about their decision then why did they offer him a refund of ~$900?

they are not giving him money he won. the $897.11 is just his initial deposit that they are letting him withdraw before closing his account. (at least they didn't take his deposit as well, like some others do)

@OP, if you are confident you didn’t violate any of their terms and didn’t try to cheat their system, then the best you can do at this point is to make some noise on their social media pages to draw more attention to your case. Maybe this will force them to take a second look and investigate it more thoroughly.

and if he still has access to his account, he should post screenshots of the bets details they are accusing him of value betting on, it should be easy to verify if he did value bet by comparing betby odds (winna sports provider) with other providers odds at the time he placed those bets.