Winhero Casino - Player's account closure request ignored.

«Υποβάλλω αυτήν την καταγγελία επειδή η Winhero δεν εκπλήρωσε το «καθήκον επιμέλειας» της και αγνόησε τα επανειλημμένα αιτήματά μου για κλείσιμο λογαριασμού λόγω εθισμού στον τζόγο.»

Στις 3 Αυγούστου 2026, έστειλα το πρώτο μου email δηλώνοντας ρητά τον εθισμό μου και ζητώντας μόνιμο αποκλεισμό. Το αγνόησαν και κράτησαν τον λογαριασμό μου ανοιχτό και στέλνοντας μου χρηματικό μπόνους και παράλιλα επιτρέποντάς μου να καταθέσω και να χάσω σημαντικό χρηματικό ποσό.

Ζητώ να κλείσει ο λογαριασμό μου και ΠΛΗΡΗ ΕΠΙΣΤΡΟΦΗ ΧΡΗΜΑΤΩΝ όλων των καταθέσεων που πραγματοποιήθηκαν απο τη στιγμή που τους έστειλα το email (το ποσό είναι 159€). Το καζίνο ήταν νομικά και ηθικά υποχρεωμένο να κλειδώσει τον λογαριασμό μου τη στιγμή που δήλωσα τον εθισμό μου. Η μη άμεση απάντηση και η μη ανάγνωση των email μου αποτελεί σοβαρή παραβίαση της άδειάς τους. Έχω όλα τα στιγμιότυπα οθόνης και σας τα παραθέτω.

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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.

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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, sender's and recipients' addresses visible, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Dear Tomas,

Thank you for taking my case. Below are the exact answers to your questions, supported by full unedited screenshot evidence of the email chain from August 3rd to August 5th:

1. Is your account accessible right now?

Yes, my account is STILL fully accessible. Despite my repeated explicit requests to permanently close it due to gambling addiction, the casino failed to lock my access.

2. Communication regarding gambling problems:

I have explicitly requested immediate closure due to gambling problems multiple times:

August 3, 2026, 11:12 AM: Sent email with subject "GAMBLING PROMBLEMS" explicitly stating "I WANT TO CLOSE MY ACCOUNT I HAVE PROBLEMS WITH GAMBLING".

August 4, 2026, 09:15 AM: Re-sent request stating "I want to close my account I have problems with gambling."

August 5, 2026, 10:53 AM: Reiterated "I just want to close my account... started losing large amounts of money and getting addicted again."

Instead of immediately locking my account upon receiving my initial disclosure on August 3rd, the casino ignored the addiction statements, sent promotional VIP bonuses, attempted to persuade me to keep playing by offering advice, and engaged in a stalling loop between "Support" and "VIP Support". I have emailed all unedited screenshots showing full headers and timestamps directly to tomas@casino.guru.

3. When was the last time the casino allowed you to deposit?

The casino allowed deposits continuously after my initial request on August 3rd, 11:12 AM. My last deposit was made on 4/8/2026

4. Has the casino responded to your refund request?

No, they have ignored my formal refund demands and continued to send automated stalling replies redirecting me between support departments.

I demand a FULL REFUND of all deposits made from August 3rd, 11:12 AM onwards, as the casino severely breached Responsible Gambling regulations and failed its duty of care.

Dear koudou,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello koudou, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Winhero Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for taking over my case.

I need to inform you urgently that my account at WinHero Casino is STILL OPEN and fully accessible, despite my repeated explicit self-exclusion requests due to gambling addiction since August 3rd.

Having active access to the platform creates an immediate and dangerous risk of relapse. Please ask the casino representative to permanently block my account immediately, as they continue to fail their basic duty of care while this complaint is pending.

Dear koudou, I have contacted the casino, but have not heard back as of yet. If anything changes, I will let you know ASAP.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej,

Thank you for updating the complaint.

Considering that WinHero Casino continues to ignore both my repeated self-exclusion requests (since August 3rd) and Casino Guru's inquiries, while my account remains dangerously active, I am now officially preparing a complaint to their licensing authority (Curaçao eGaming) as well as initiating a bank chargeback procedure for all deposits made after August 3rd.

I hope they respond within this final 7-day window to resolve this matter amicably.

Dear Matej,

WinHero Casino has finally contacted me via email requesting KYC and Source of Wealth (SoW) documents to process the refund review. I have just submitted all requested documents to dpo@winhero.com.

I will keep you updated as soon as they respond or complete the refund.

Best regards,

koudou

Thank you for letting me know. I will keep the complaint open for now, to see how it goes.

Dear koudou, I have not received any reply from the casino in two weeks, which is our standard timeframe. Please let me know how the KYC is going on your end; otherwise I will close this complaint as unresolved due to the lack of communication on the casino side. Thank you for your understanding.

Dear Matej,

Thank you for the update.

I have submitted all requested verification and Source of Wealth (SoW) documents directly to their DPO department (dpo@winhero.com), as requested in their private email. However, the casino has complete silence since then and has not responded to my email, nor have they processed the refund or provided any update regarding the KYC verification status.

Since two weeks have passed without any official response from their side on this platform or any progress on the refund, please proceed with marking this complaint according to your procedures.

Thank you for the prompt response, dear koudou, much appreciated.

I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Firstly, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej