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 [email protected], 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 [email protected]

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.