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

Hi Jean,

Yes my account is still active . I emailed you all screenshots yesterday.

thanks

Hi Jean ,

I sent you another email

Hi, I am still waiting for a response?

Thank you for sending me screenshots of your communication with the casino.

I am happy to hear that your account is finally closed with the casino.

In order for us to find out if you are eligible for a refund, I would need to find out when you sent the self-exclusion request, and if the casino failed to respond in a timely manner.

For this, I would need to see the dates of all the emails that you sent, along with the casino's replies. Please forward the emails itself, not screenshots, to jean.s@casino.guru.

Also, please list the dates and amount of each deposit made after your initial account closure request.

Thank you in advance.

Hi Jean,

i Forwarded the emails , I don’t have a breakdown of all deposits but they where between June 4th and 5th and totalled €2200.

thanks

Dear Lb123

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, Igor, (igor.p@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,

Jean

Dear Lb123,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Winhero Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Winhero Casino representative to join this conversation and participate in resolving this complaint.

Dear Winhero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you for bringing this matter to our attention.

We have reviewed the case and can confirm that the player's account has now been officially closed. We apologize for the delay and for any inconvenience this may have caused.

Please be informed that we are already in direct contact with the player and are actively working with them to resolve the matter as quickly as possible.

We appreciate you highlighting this issue to us and thank you for your patience while we complete our internal review.

Kind regards,

WinHero Casino Support

Dear Winhero Casino,

Thank you for your response and for informing us that you are looking into this case.

Please let us know once there is any news or progress regarding your communication with the player.

Hi Igor,

I have forwarded you an email from winhero stating there investigation of this matter can take 3-6 months. This seems to me to be a tactic for me to forget about the matter.

thanks for your help.

Thank you for your message.

We understand your concerns regarding the investigation timeframe. However, we would like to assure you that the estimated 3 - 6 month review period is not intended to delay or discourage your claim. The timeframe reflects the nature of the investigation, which requires a thorough review by our Compliance Team and, where necessary, coordination with relevant internal departments.

The refund request remains under active review, and no final decision has been made at this stage. Once the investigation has been completed, the outcome will be communicated without unnecessary delay.

We appreciate your patience and understanding while this process is ongoing.

Kind regards,

WinHero Team

Dear Winhero Casino,

Please note that we do not consider a 3–6 month period to be a reasonable timeframe for investigating this case.

Therefore, I would kindly ask you to provide any and all relevant information regarding this complaint within the next timeframe.

Otherwise, I will have to close this complaint as unresolved - meaning your casino will receive black points and its rating will be adjusted accordingly.

We acknowledge that the investigation may appear to have taken a prolonged period of time. However, due to the nature and seriousness of the concerns being reviewed, our Compliance Team is required to follow established internal procedures to ensure that all relevant information is assessed thoroughly and accurately.

While we understand your position, these procedures cannot be expedited without compromising the integrity of the investigation. The current timeframe reflects the fastest we are able to process cases of this nature in accordance with our internal compliance requirements.

We appreciate your patience and understanding. As soon as the investigation has been completed, we will provide the outcome without unnecessary delay.

Best regards,

WinHero Team

Dear Winhero Casino,

As I mentioned in my previous message, taking 3–6 months solely to investigate this case is not a reasonable timeframe.

Since no further information, evidence, or statement has been provided by you, I will now have to close this complaint as unresolved.

If you decide to actively participate in this case at any point in the future by providing relevant information that will help move this complaint towards a successful resolution, please do not hesitate to request the reopening of the complaint or contact me via email.

Dear Lb123,

Regrettably, due to the casino's lack of cooperation in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Thank you for your understanding.

Best regards,

Igor