Hello

I am writing regarding the reprehensible behavior of the bookmaker/casino Winna

I made three deposits in the company, 255, 255 and 741 USDT, which gives a total of 1251 USDT. I played mainly sports betting and traded the deposit. The company paid me three withdrawals, 500, 500 and 250 USDT, which gives a total of 1250 USDT. We can therefore say that they agreed to pay out as much as I deposited. The problem, however, is that I have three more pending withdrawals for over two weeks...

Since June 8, 2025, three withdrawals have been pending - 500, 500 and 1002 USDT.

Accusations against the company:

- the first and main accusation is the failure to pay out funds, they are still hanging as 'unconfirmed'

- the second - I was disconnected from the live chat, no consultant is responding, this has been going on since the moment I want to withdraw funds from my account

- they also do not reply to the email: [email protected] or to [email protected], which is the email dedicated to complaints

I wrote my negative review on the TrustPilot portal about their behavior. Winna reported to this portal with a request for details of the complaint:

You’ve written a review for Winna, and they’ve asked for more details to better understand your experience.

Of course I replied. I got an email response from them:

Hi Pawel,

first we would need the following KYC to ensure you will not create any other accounts:

Front and back of your ID

A self-certified photo (holding your ID next to your face along with a handwritten note showing today’s date and the word "Winna")

Proof of address dated within the last 3 months

Thank you! 

Again, I replied.

This time, no response. Silence since June 12.

Finally, very important information.

My account remains active. I can log in, I can use the casino. So the practice here is very obvious - they want me to cancel withdrawal requests and lose money. Unethical behavior.

Please help me with this case.

Dear vertigoPL,

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 that I can understand the whole situation completely.

Have you played any casino games, or do all of your winnings from the pending withdrawal requests come from sports betting?

Could you please confirm that you have passed the KYC verification?

When was the last time the casino communicated with you?

Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Have you played any casino games, or do all of your winnings from the pending withdrawal requests come from sports betting?

Could you please confirm that you have passed the KYC verification?

When was the last time the casino communicated with you?

Have you accumulated your winnings with or without an active bonus?

Hi Veronika,

The winnings from pending withdrawals are from sports betting. I also played BlackJack but I have more losses so I did not have any winnings from casino games.

I cannot confirm that I have passed KYC verification as I have sent all the required documents 11 days ago and till now I have not heard anything back from Winna Complaints department.

The last time the casino contacted me was 11 days ago, asking for KYC verification - from the email [email protected]

I did not use any bonuses.

Sorry, one thing.

Three pending withdrawals are 500, 1000 and 1002 USDT, not 500, 500 and 1002.

Thank you for your responses.

Have you sent your identity documents to the casino or to Trustpilot for verification? Have you been requested documents by Trustpilot or by the casino directly?

When was the last time you communicated with the casino regarding the status of your withdrawal requests? Have they explained why your withdrawals are delayed?

Of course, I sent all the required documents THE SAME DAY. Trustpilot did not ask me for documents, the casino directly asked me for documents via email.

The last time I contacted the casino was even this morning, on live chat. Strangely enough, a consultant named Alfredo showed up, said hello, and then never responded again. Screenshot attached.

And no, they never explained why my withdrawals were delayed.

Thank you very much, vertigoPL, for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear vertigoPL,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Winna Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.