Winhero Casino - Player requests refund after account closure delay.

I am filing this complaint against WinHero Casino (Gefata Corporation SRL, Costa Rica) regarding an unresolved refund request that has been open for over 6 months with no final decision.

Timeline:

On 13 January 2026, I emailed WinHero requesting permanent closure of my account, stating I wanted to quit gambling. I repeated this request explicitly by email on 13 January and again on 16 January 2026 ("I want to close my account because I want to quit gambling").

Despite these clear requests, my account remained active and accessible. Between 13 and 17 January 2026, I made four further deposits totaling €635, which I then lost. My account was only actually closed by WinHero on 18 January 2026 — five days after my first closure request.

On 17 January 2026 I requested a refund of the €635 deposited during this delay period, on the basis that WinHero failed to act on a clear, repeated closure/self-exclusion request tied to gambling concerns. This became Case 108.

Since then, I have followed up repeatedly (24 Jan, 23 Feb, 4 Apr, 24 Apr, 5 May, 18 May, 18 Jun, 27 Jun, 8 Jul, 15 Jul). WinHero's support consistently replies that the matter is "under review by our Compliance Team," originally citing a 3–6 month timeframe. That timeframe has now lapsed (mid-July) with no written decision, no explanation, and no firm date given for one.

I am not disputing WinHero's withdrawal/cancellation policy — I accept that. My complaint is specifically that WinHero did not act on a clear, repeated account-closure request made for responsible-gambling reasons, and continued to accept deposits during the delay.

I am requesting a refund of €635 and a final written decision on Case 108.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winhero Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@winhero.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Winhero Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hi Tomas,

Thank you for looking into this. To answer your questions:

Account access: My account is no longer accessible — WinHero closed it on 18 January 2026, five days after my first closure request.

Communication about gambling issues: I disclosed this directly by email, not live chat.

On 13 January 2026 at 10:02 I wrote: "I have already contacted you separately to request the permanent closure of my account, as I do not wish to continue gambling."

I repeated this on 13 January at 18:39 ("Just permanently close my account")

and again explicitly on 16 January at 15:18: "I want to close my account because I want to quit gambling."

I'm attaching the full email chain showing these timestamps in an e-mail to you.

Last deposit allowed: My last deposits were made between 13–17 January 2026, four deposits totaling €635, all after my first closure request on 13 January.

Since my account is already closed, the self-exclusion template doesn't apply going forward — my complaint is that WinHero took 5 days and 4 further deposits to act on a closure request that was clearly tied to a gambling problem, and they have still not resolved my refund request for that €635 after 6+ months.

I'm also attaching my correspondence with WinHero support/VIP team (Case 108) showing the repeated follow-ups since January and their shifting timelines (3-6 months, then "no completion date available" as of 15 July).

Thanks again for helping with this.

Best,

Hakan

Thanks for your patience.

I went over the communication you sent me

Please note we can only ask the casino if you inform them of your gambling issues and the casino fails to protect you. In your communication with the casino, your requests focused on your inability to secure a payout and payout speed.

If you believe you are in a vulnerable state, from our perspective, you need to inform the casino of your gambling issues for the best chance for your self-exclusion request to be successful.

Since you already confirmed your account has been closed, there is nothing else we may assist you with.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.