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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

Dear As2611,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Update:

I have now received €3,000 out of my €7,000 withdrawal. WinHero has paid me €1,000 per week for three consecutive weeks, but this week’s payment was not received. There is still €4,000 outstanding.

Yesterday and today, WinHero support informed me that my payment would be processed today. I have attached screenshots of both the live chat and the email from my VIP manager stating that my withdrawal was expected by the end of today. However, I have still not received the payment.

I would appreciate your assistance in asking WinHero why they have not followed their weekly payout schedule and when the remaining €4,000 will be paid.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear As2611,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas