Winhero Casino - Withdrawal of player's winnings has been delayed.

I am filing a complaint against WinHero Casino regarding the unnecessary delays in my account verification and the processing of my withdrawals.

I currently have four pending withdrawals totaling €3,500 (€1,000, €1,000, €1,000 and €500).

On Wednesday, 24 June 2026, I was asked to complete a verification process by submitting a photo of my identity document together with a handwritten note. I complied immediately and submitted everything that was requested.

On Monday, 29 June 2026, instead of approving my verification, I was informed that I had to complete a much more extensive verification process. I was asked to record several videos of myself while holding and moving my identity document so that the security features could be checked. Although I found this request very intrusive, I fully cooperated and submitted all of the requested videos on the same day.

Since submitting the videos, I have contacted customer support by email requesting an update. Unfortunately, I have received no response, no confirmation that my videos were received, and my account still remains unverified.

I have fully cooperated with every verification request and have provided all documents and videos requested by WinHero. Despite this, my withdrawals remain pending and I have not been given any explanation for the continued delay.

I respectfully ask Casino Guru to assist in resolving this matter by encouraging WinHero Casino to:

Complete my account verification without further unnecessary delay.

Process my pending withdrawals totaling €3,500.

Provide a clear explanation if any additional information is still required.

I am able to provide screenshots of my pending withdrawals, the verification request emails, and copies of my correspondence with customer support if necessary.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Stay safe.

Dear As2611,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear As2611,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla