Winhero Casino - Player's account has been closed.

I was requesting a withdrawal from the casino when my account was suddenly blocked.

I have no other evidence to submit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you better, could you please provide some additional information?

• What date did you request the withdrawal?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Since the account has been closed, that information is completely unavailable.

Please call the casino representative.

Please note that in order for us to investigate your case, we need players to cooperate and provide as much evidence as possible. This is the only way we can assess whether we will be able to assist you or if the issue falls outside our scope of experience.

We need at least the basic information to determine the next steps. If you do not remember your account balance or the specifics of the games you played, please contact the casino’s customer support and forward the conversation to us.

We need answers to the questions provided in our first response:

• On what date did you request the withdrawal? If you do not remember, please check for any emails from the casino confirming your request.
• What types of games did you play? These can include slots, live casino games, or sports betting.
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Have you passed full KYC verification?

Please understand that I am filing a complaint because I cannot access the casino and cannot contact them.

I cannot obtain that information without calling the casino representative.

The date and time of the withdrawal and the game played are unknown.

It is also unknown whether KYC has been completed.

It is also unknown whether the withdrawal was successful.

You know very well how our Complaint Resolution Center works. Without any details, we are unable to build a case and properly support you. Could you please provide me with evidence that you’ve tried reaching out to the casino’s customer support? This can be in the form of emails or chat transcripts. You can forward these conversations to me at veronika.f@casino.guru. Thank you for your cooperation.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winhero Casino representative to join this conversation.

Dear Winhero Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear CasinoGuru,

We would like to clarify the situation regarding this complaint.

All withdrawal requests made by the Player have been successfully processed on our side, and our financial obligations towards the Player have been fully met.

The Player’s account was subsequently closed at the sole discretion of the casino, in line with our Terms and Conditions, specifically clause 7.3, which states:

"Winhero reserves the right to close your Account and to refund to you the "Available to withdrawal" balance, subject to the deduction of relevant withdrawal charges, at Winhero’s absolute discretion and without any obligation to state a reason or give prior notice."

If you need evidence of the processed withdrawals, please let us know, and we will provide the relevant documentation via email.

Kind regards,

WinHero Casino Team

There was €1,200 in the account just before it was closed.

I haven't confirmed that withdrawal yet.

Let me log into the account to check.

I cannot prove it without checking my account.

This casino has a limit on the amount you can withdraw at once, and my account was blocked after I withdrew 1000 euros out of 1300 euros.

That means the remaining 300 euros should not have been withdrawn yet.

Why is the withdrawal complete when I haven't requested it?

I haven't even specified a withdrawal address yet.

Information unilaterally provided by the casino cannot be trusted.

Make sure to post screenshots from account here.

Dear player,

Please send me your bank statement from the beginning of July until now to miroslava.d@casino.guru for review.

Thank you.

How the hell are we supposed to send it when the account is closed?

Dear player,

Please note, that your bank statements from the payment method used for withdrawals is needed, not history from your player account.

Thank you.

i dont use bank

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the requested evidence of the incoming transactions needed for investigation in the given time frame, we will reject the complaint.

How am I supposed to submit deposit history when I can't even log into my casino account?

I can't even confirm when I deposited into the casino.

I can't even confirm which wallet the funds were withdrawn to in the first place.

If I could log into my casino account, I could match the deposit history listed there with my cryptocurrency withdrawal history.

Dear player,

Evidence from the casino suggests, that the whole withdrawal amount has been paid out. Unfortunately, without your cooperation and providing requested documents it could not be proven otherwise.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. 

Best regards,

Mirka

We’ve reopened this complaint at the request of andandjonnyx. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Winhero Casino,

Could you please specify, on which payment method were player's mentioned withdrawals paid out?

Thank you.

The casino submitted the transaction history to the person in charge at Casino Guru, but did not submit it to me.

So I cannot confirm whether the withdrawal was successful.

Dear CasinoGuru,

Please note that the Player’s withdrawals were successfully processed via cryptocurrency.

Best regards,

WinHero Casino Team

They are asking me to submit the transaction.

It would be problematic if they said a withdrawal was made without revealing the withdrawal amount or the withdrawal address.

To the casino:

Please provide the transaction IDs for the multiple withdrawals (approximately 3000～4000€).

Without these, we cannot verify whether the transaction even took place.

Dear Winhero Casino,

I sent you an email. Please check your inbox.

The quickest solution is to let me log into my account.

I believe the last time I played at this casino, I won around €4000 and attempted to withdraw it in multiple installments, only to have my account blocked.

Without verifying my winnings and withdrawal history, I have no way of knowing whether the casino actually paid out the full amount.

Dear CasinoGuru,

Please note that we have sent all the requested information in response to your email.

Kind regards,

WinHero Casino Team

So why are you ignoring me, the person directly involved?

Since the casino blocked my account without explanation and continues to withhold transaction details, I have no way of knowing how many withdrawal requests I actually submitted to the casino, or whether any of them were successfully processed.

No, that's insufficient.

In total, I withdrew approximately 4,000 euros, which the casino processed in installments due to their own circumstances.

Those two withdrawals represent only a portion of that amount.

To verify whether the casino truly has no remaining balance and whether those two withdrawals were indeed initiated by me, I need to log into my account.

The €1,200 is just the amount I remember; in reality, I withdrew several thousand euros in installments.

Therefore, there may still be an outstanding balance in the account, and I requested the casino to either restore the account or provide a complete overview of the withdrawal history.

I've been saying this from the very beginning, so why is it taking so long?

Dear player,

I have received evidence confirming, that all of the withdrawals have been paid out by the casino, leaving the balance at 0 at the time of the closure of the account. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding.

Best regards,

Mirka