Winhero Casino - Player's refund request is delayed.

requested my account to be closed after losing money. Winhero keeps delaying my refund request and sent me a generic email saying investigation will take 3–6 months. No real response. Feels like stalling. Be careful with this site

I have lost thousands of euros.

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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 clarify what the amount of 2000€ represents in your situation? Is this the payout of winnings? Is this a refund of deposits that were already lost in gameplay?
• Could you please share with me your communication with the casino to better illustrate 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

Dear Preetmaan333,

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.

Thanks for sending an email to me.

• Have you informed the casino that you are suffering from a gambling addiction?
• Is your account closed?
• Please share the emails you exchanged with the casino regarding your refund request and the casino's response.
• Send this evidence to me for review. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Preetmaan333,

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.

Thanks for your patience and for the information shared with me via email.

• Could you please clarify whether your account in the casino is already closed? When was it closed?
• Did the casino allow you to deposit and play after you informed them about your gambling addiction on November 14th? Did you inform the casino before your email from the Novemebr 14th as well?

Looking forward to your reply.

I apologize for the inconvenience.

Thanks for your cooperation so far.

• Could you please explain the first time you informed the casino about your gambling addiction?
• When was the last time the casino allowed you to deposit before closing your account?

The detailed timeframe of these events will help us determine how we may assist you further.

Thanks in advance for your reply.

Dear Preetmaan333,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru