The player from Greece complains that Winhero has ignored his requests to close his account due to gambling addiction, allowing him to continue depositing and receiving bonuses. He seeks a full refund of €159 for the deposits made after his initial request on August 3, 2026, citing a violation of the casino's duty of care.
Winhero Casino - Player's account closure request ignored.
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Current status
Waiting for player to reply
5d 19h 1m 13s
Winhero Casino
Safety Index 3.3 Very lowCase summary
Discussion
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Public
3 days ago
Translation
"I am filing this complaint because Winhero failed to fulfill its 'duty of care' and ignored my repeated requests to close my account due to gambling addiction."
On August 3, 2026, I sent my first email explicitly stating my addiction and requesting a permanent ban. They ignored it and kept my account open and sent me a cash bonus while allowing me to deposit and lose a significant amount of money.
I request that my account be closed and a FULL REFUND of all deposits made since I sent them the email (the amount is €159). The casino was legally and morally obligated to close my account the moment I declared my addiction. Not responding promptly and not reading my emails is a serious violation of their license. I have all the screenshots and I am providing them to you.
Automatic translation:
Public
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yesterday
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.
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yesterday
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
