Winhero Casino - Player's balance has been confiscated.

I would like to file a formal complaint against WinHero Casino regarding the unjustified confiscation of my account balance of EUR 659.

This issue has remained unresolved for more than four months, and throughout this entire period I have fully cooperated with every request made by the casino. I completed every verification process requested and submitted all the documentation required. Despite this, the casino continued initiating additional verification procedures, forcing me to go through three different verification processes without ever explaining what was supposedly wrong with the documents I had already provided.

After months of delays and repeated requests, I finally received an email simply stating that my verification had "failed." However, no specific explanation was ever provided regarding which document was unacceptable, what requirement I had allegedly failed to meet, or why the verification was considered unsuccessful. Immediately afterward, the casino confiscated my entire balance of EUR 659, without providing any further explanation or evidence to justify such a severe action.

I strongly dispute this decision. At no point did the casino provide any evidence that I had violated its Terms and Conditions or that I had submitted false, altered, or fraudulent documents. Simply stating that a verification has "failed," without any supporting explanation or evidence, is not a legitimate reason to confiscate a player's legitimately obtained funds.

Even more concerning is that, after sending this final email, the casino completely stopped responding to all of my communications. More than four months have passed, and I have never received any further explanation, any opportunity to address the alleged issue, or any update regarding my funds.

From my side, I fully complied with every verification request in good faith and submitted all the requested documentation within the required timeframes. I fulfilled everything that could reasonably be expected from a player, while the casino appears to have used the verification process merely as a tool to delay payment and ultimately confiscate my balance without a valid justification.

For these reasons, I respectfully request that Casino Guru investigate this case and require WinHero Casino to:

• Provide a detailed and documented explanation of why the verification allegedly failed.
• Present evidence supporting the confiscation of my balance.
• Pay the outstanding balance of EUR 659, as there is no legitimate reason for withholding these funds.

I trust that Casino Guru will help ensure this matter is resolved fairly, transparently, and in accordance with the principles of fair gaming.

Kind regards,

Jorge ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winhero Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you and the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas