Winna Casino - Вывод выигрыша игрока задерживается.

On July 20, 2026, at 7:28 PM, I submitted a withdrawal request for $236.93. This was my first withdrawal on this platform. It has now been almost 24 hours and the request still hasn't been processed.

I contacted the casino's support team. An agent named Alexis told me the request had been forwarded to the finance department for review, but I received no further updates after that.

I sent a follow-up message to support requesting:

A status update on the review and its outcome;

A concrete timeframe for resolution.

I received no response to this follow-up either.

I am asking for help resolving this issue with the casino and recovering my funds ($236.93), or receiving a clear explanation for the delay. If the casino is not willing to process the full withdrawal, I am requesting, at minimum, the return of my deposit of 114 USDT, as this kind of behavior indicates the company is unreliable.

Attachments:

Screenshot of the withdrawal request showing amount and timestamp;

Screenshot of the support conversation (including Alexis's reply);

Screenshot of the unanswered follow-up message.

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 maksimov,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear maksimov,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean