The player from Germany faced issues with a €1340 refund that the casino confirmed had been sent on July 9, but it had not arrived yet. The casino blamed payment provider problems, yet nearly two months passed without resolution. The Complaints Team reviewed the case but found that the player did not provide sufficient evidence of a self-exclusion request, which was necessary to verify eligibility for the refund. Consequently, the complaint was rejected due to the lack of verifiable evidence.
Winhero Casino - Player's refund has been delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €1,340
Winhero Casino
Safety Index:LowCase summary
Discussion
Public
Public
8 months ago
Dear player, please specify when you requested self-exclusion at the casino. Did you inform the casino about any gambling problems? Did the casino fail to respond and apply the protective measures?
Could you please forward the self-exclusion requests you sent to the casino to my email at natalia.b@casino.guru? Thank you.
