Winhero Casino - Player's KYC verification is delayed.

I submitted my KYC via email on April 15, but I haven’t received any response. I’ve contacted them several times via the live chat on their website, but they only tell me that it’s still being reviewed.

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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.

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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?
• Have you made any successful payouts from the casino in the past?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? 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

I registered on this site in March of this year. I used the welcome bonus to make a deposit, won some money, and requested a withdrawal. I have never been able to withdraw funds before.

Initially, I submitted my driver’s license and proof of residence. After that, I was told that wasn’t enough, so I was asked to provide a selfie holding my driver’s license that included a number specified by the casino. Then I was told that still wasn’t enough, so I was made to submit my passport. After that, I was told to submit a video to prove that the images weren’t AI-generated.

I submitted the video on April 15, and since then, I haven’t heard anything from the casino’s site.

Translated with DeepL.com (free version)

Please reply

Thank you for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within 7 days.

Could you please forward the video you sent to the casino to me for review? Send the information to my email at tomas@casino.guru for review.

I apologise for the delay and the inconvenience.

I sent the video 5 days ago.

Dear nomnom7,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you nomnom7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Winhero Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help resolve this issue.

Thank you!

Please note that the client was selected for additional verification as part of our standard compliance and KYC procedures. To complete the verification process, we requested the following documents:

• A notarized copy of an identity document (passport)
• The source of the funds credited to your account

These may include, for example:

• Payslips or proof of salary
• Business income documentation
• Investment or savings records
• Any other relevant supporting documents

At this time, the requested documents have not yet been provided. Unfortunately, without these documents, we are unable to complete the verification and approve your account.

Once the client submits the required information to our verification team via email, we will review the documents promptly and proceed with the KYC approval process as soon as possible.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague, Peter. I will do my best to help the mediation process to move towards successful resolution.

Thank you for provididng the details, Winhero Casino, much appreciated.

Dear nomnom7, please see the casino response above. Please, let us know once the requested documents have been provided, or whether you have any issues with continuing the KYC procedure. I will do my best to help.

I explained to the casino that I am a student and therefore I am unable to provide proof of income. However, because I could not provide the requested income verification documents, my account was blocked.

I submitted my withdrawal request more than two months ago. Since then, the casino's support team has been extremely slow in responding, and additional document requests have repeatedly been made only after I had already provided the previously requested documents. This has caused significant delays in the verification process.

Despite these delays largely resulting from the casino's handling of the case, my account has now been blocked on the grounds that the KYC process has not been completed. I believe this action is unfair and I respectfully request that the account restriction be lifted while this matter is being resolved.

Regarding the source of funds, I am a student and therefore I do not have employment income to verify. I have been gambling using my personal savings that I accumulated previously, and the funds used for deposits originated from my cryptocurrency account. I have already explained to the casino that, as a student, I am unable to provide conventional proof of income because I do not currently have any income.

Dear nomnom7, proof of income is basic requirement during KYC process, to ensure no money are being laundered. Without it, it makes sense to restrict your account, in accordance with KYC policy enforced by the law.

In case of no work-related income, would you be able to explain to the verification team where the money used for gambling came from? Maybe we can get the KYC procedure reinstated, if you can explain where the money came from.

Dear nomnom7,

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.

got it. I will send my bank account details to the casino.

Thank you. Please let us know once the message has been sent.

sure.

Dear nomnom7, does your previous message mean you have provided the casino with the requested bank account statements and explanation how the money have been obtained?

Dear nomnom7,

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.

Understood. I submitted proof of income to the casino four days ago, but I haven't received a reply yet.

Thank you for letting me know.

Dear Winhero Casino, can you please review the submitted POW and let us know if it's satisfactory, or anything else is required? Thanks.

Thank you for your patience.

Unfortunately, we are unable to proceed with the KYC verification process, as the requested documentation confirming the source of income was not provided within the required timeframe.

In accordance with Section 4.4 of the WinHero Terms & Conditions, where a customer fails to provide the requested KYC/AML documentation within 30 days, WinHero reserves the right to permanently block the gaming account. As such, the account has been permanently closed.

Please also note that the deposited funds had already been returned previously via payout; therefore, there are no outstanding funds remaining on the account.

Kind regards,

WinHero Team

I did not refuse to submit documents proving my income. I simply explained that I have no income because I am a student. Furthermore, it is not my fault that the KYC process took more than 30 days. As you can see from the email screenshots, after I submitted my documents, I was asked to provide additional documents one after another. I responded to all of these requests within one week.

The confiscation of my winnings is clearly unjust, and I demand that my account be reinstated or that my winnings be returned.

Translated with DeepL.com (free version)

Image 1: May 18—Request to submit proof of income

Image 2: May 21—Explained that I have no income because I am a student

Image 3: May 29—Notification that my account had been blocked

P.S.

I've emailed you proof of my part-time income, so please take a look at it.

Dear nomnom7, can you pelase tell me how much have you deposited on your account?

1000EUR

Dear nomnom7, thank you for the response. I understand now that the KYC procedure has been triggered, in regards of the deposits and withdrawals. As is clear from the conversation with the casino and yourself within this thread, the KYC procedure has been taking unusually long time due to the inability to prove the source of funds, which is a legal requirement during the KYC procedure, in line with the AML (anti-money laundering) act and international law.

As per the casino's terms and AML/KYC policies you have agreed to when signing up for an account, the casino has right to request this proof and also stated maximum processing time of 30 days, during which no proof has been sent by yourself. As the time limit has passed, the casino has closed the account in line with their terms, and refunded your original deposits. I am afraid not much can be done from my end to mediate this further.

The problem is that only 11 days passed between the time the casino requested proof of income from me and the time it closed my account.

Dear nomnom7, in your KYC message you have openly stated having no income. This could have escalated the whole procedure, since AML policies are very strict and casinos can't - and won't - risk anything in this regard. If they let a money launderer or terorism founder slip, it would have catastrophic legal impact, therefore any account holders who can't safely provide POW, are usually banned quickly.

As mentioned above, the casino has been following the usual AML/KYC procedures and acted within the bounds of law and their own T&C, which you agreed to when signing up for an account. Your deposits have been refunded, therefore there is nothing more I can mediate on your behalf.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.