Winhero Casino - Player’s account closure request remains unaddressed.

Approximately two weeks ago, I contacted WinHero via live chat and requested that my account be closed. I was instructed to email support@wincasino.com. I did so and clearly requested account closure.

Rather than closing my account, I received responses attempting to persuade me to keep the account open. I then replied and explicitly stated that I am a gambling addict and required my account to be closed immediately.

Despite this disclosure, my request was not actioned. Instead, I was repeatedly redirected between different email addresses. I was told to contact vip@winhero.com, and subsequently directed to contact support@winhero.com. This created unnecessary delays and prevented my account from being closed when requested.

During this period, despite having clearly informed the operator that I have a gambling addiction and despite my repeated requests for account closure, I continued to have access to gambling services and was able to lose approximately €2,200.

I am particularly concerned that, after disclosing a gambling addiction, my request for immediate account closure was not prioritised or implemented. Instead, I was subjected to retention attempts and repeated referrals between departments. I have also become aware of multiple customer reviews alleging similar difficulties in obtaining account closure.

I believe WinHero failed to fulfil its responsible gambling obligations by not acting promptly on my request for self-exclusion or account closure after I disclosed that I was suffering from gambling addiction.

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Dear Lb123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you all the future steps and what is needed from you.

email: support@winhero.com

To proceed, please clarify if you still have access to your account.

Additionally, could you please forward me all account closure request you sent, along with the casino's response? My email address is jean.s@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean