Winhero Casino - Player's account remains open against her request.

They don’t close your account if you ask it serveral times!

they try to hold it to spend more money

its a big scam casino

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Dear As2611;

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

i asked for an closure, still no response.

so I played meanwhile, win some money back. Now they asked for another verification. So I asked questions about it, why I have to do that again and they shut my chat done so I can not ask any more questions. This casino is one big scam. I’m waiting for my money but nobody responds. I wanna report this casino

We’ve reopened this complaint at the request of As2611. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

It’s not solved still having pending witrawels and my account is not verified since 24th of June

Thanks for your message.

• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hi Tomas,

Thank you. I have just sent you an email with the relevant communication and screenshots regarding my case and the latest developments with WinHero.

Kind regards

Thanks for your reply and the update regarding the verification status of your account.

I went over the information you shared.

Please note, according to the review of the casino, the stated withdrawal limits are 1000€ per week and 5000€ per month. For a low withdrawal limit, the casino is already penalized based on our review methodology. https://casino.guru/guide/our-casino-reviews#negative-factors

We won't be able to ask the casino to speed the payout beyond the declared limits.

To have the best chance of receiving your winnings, I recommend that you don't play further with the accumulated winnings. Please keep me updated about any news or obstacles that might occur in the meantime.

Looking forward to your reply.