Winhero Casino - Player’s account is closed with delayed response.

I am a struggling gambler however I sometimes do know my limits and when to stop. I opened account with Win Hero made quite substantial amounts of deposits

finally I managed to win some of my money back €1000

at this stage I reached out to live chat and begged them to block me from playing I advised them I had gambling addiction and neededed help I couldn’t afford to lose any more money. They advised they can’t close accounts via live chat to email support

i emailed support who then said oh your VIP email them

when i requested withdrawal a message appeared saying it would be processed with few minutes

however fighting a gambling addiction I knew too well I couldn’t take chance and wait

I sent email twice to VIP

they responded telling me to breath out phone away and give it one more day before I made such a decision

i replied no I can’t I really need my account closed I’ve lost too much and I have gambling problems

this was all ignored

I then received email from vip saying my IBAN was wrong so i requested withdrawal for €1000 against this stage I was asked to verify my account which I did but I wasn’t required too this on first attempt again message received saying withdrawal would be processed in seconds

I again reached out on live chat as I was getting no response from emails begging to close my account begging to block me so I couldn’t put in more deposits again all ignored

unfortunately as I knew I would I lost this pending withdrawal and because of delayed I continued to make more deposits

when I reached breaking point I tried live chat again who said wait to hear from vip as they couldn’t do anything

vip replied blaming me for inputting wrong IBAN however my point was if they followed their own procedures I wouldn’t have been able to cancel this withdrawal and make more deposits

the response I got was offering more bonus of €150

again completely ignoring me telling them how much this was impacting my mental health and how I had been asking for days for account to be closed and clearly stating I’m struggling with gambling problems

when I sent email with screenshots of their website where it said they take responsibile gambling very serious and no where does it state only vip can close account

it states if you think you have problem contact support which I did in multiple occasions

then once I provided these screenshots from their website and I provided wording from their T&Cs I got email saying your self exclusion has started

this was way too late I had lost everything

I responded and said it was only fair they refund deposits as they completely ignored me and failed to follow any sort of regard for responsibility for gamblers

I got a reply from VIP saying any queries now relating to account must go through support / they are treating me like a toy passing me around . At one stage when I reached out on live chat and said I wasn’t in a good place mentally the response I got was "Stop and just wait for reply"

I never got reply just was treated so so badly

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Dear Yerwoman26, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Winhero Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise on the timeline of the events? When did you first indicate gambling problems to Winhero Casino?
• Do you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello

I appreciate the help and your time reviewing this.

i sent email to support after live chat advised they couldn’t help on 23rd April at 8:06am

23 April 11:30am response received that for the account to be closed contact vip

23 April 11:48 I forwarded email to VIP stating I needed help asap and to block me

23 April 12:23 vip responded saying good news withdrawal was on the way but to breath and that it wouldn’t hurt to put phone away for one day

Access: only when I sent email with screenshots of their T&Cs where they said contact support for self exclusion and I also sent them screenshots of where they state they take responsibile gaming very seriously then they applied the self exclusion 24 April 15:16 so no longer can access

KYC: first withdrawal which vip confirmed was on the way when I asked for closure was not required

when they said I input wrong IBAN when I tried to withdraw again it looked for verification which I completed again message said money would be sent in seconds which it wasn’t dnd if cause I made lot more deposits chasing

Dear Yerwoman26,

Thank you for your response.

According to the available evidence, you submitted your self-exclusion request on April 23, and the casino closed your account on April 24. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, Winhero Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Best regards

Attila

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