Winhero Casino - Pelaajan saldo on takavarikoitu.

I would like to file a formal complaint against WinHero Casino regarding the unjustified confiscation of my account balance of EUR 659.

This issue has remained unresolved for more than four months, and throughout this entire period I have fully cooperated with every request made by the casino. I completed every verification process requested and submitted all the documentation required. Despite this, the casino continued initiating additional verification procedures, forcing me to go through three different verification processes without ever explaining what was supposedly wrong with the documents I had already provided.

After months of delays and repeated requests, I finally received an email simply stating that my verification had "failed." However, no specific explanation was ever provided regarding which document was unacceptable, what requirement I had allegedly failed to meet, or why the verification was considered unsuccessful. Immediately afterward, the casino confiscated my entire balance of EUR 659, without providing any further explanation or evidence to justify such a severe action.

I strongly dispute this decision. At no point did the casino provide any evidence that I had violated its Terms and Conditions or that I had submitted false, altered, or fraudulent documents. Simply stating that a verification has "failed," without any supporting explanation or evidence, is not a legitimate reason to confiscate a player's legitimately obtained funds.

Even more concerning is that, after sending this final email, the casino completely stopped responding to all of my communications. More than four months have passed, and I have never received any further explanation, any opportunity to address the alleged issue, or any update regarding my funds.

From my side, I fully complied with every verification request in good faith and submitted all the requested documentation within the required timeframes. I fulfilled everything that could reasonably be expected from a player, while the casino appears to have used the verification process merely as a tool to delay payment and ultimately confiscate my balance without a valid justification.

For these reasons, I respectfully request that Casino Guru investigate this case and require WinHero Casino to:

• Provide a detailed and documented explanation of why the verification allegedly failed.
• Present evidence supporting the confiscation of my balance.
• Pay the outstanding balance of EUR 659, as there is no legitimate reason for withholding these funds.

I trust that Casino Guru will help ensure this matter is resolved fairly, transparently, and in accordance with the principles of fair gaming.

Kind regards,

Jorge ****

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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 and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you and the verification requirements? 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

Hello Tomas,

Thank you for your reply and for taking the time to review my case.

Regarding your questions:

• My account was blocked approximately one and a half months ago, although the issue with the confiscation of my funds began more than four months ago when the casino refused to process my withdrawal and continued requesting additional verification procedures.
• My balance was accumulated exclusively by playing casino games, mainly slot machines, as I do not enjoy sports betting and never used that section of the website.
• Yes, I used a bonus. However, the bonus wagering requirements were fully completed before I submitted my withdrawal request. At the time I requested the withdrawal, all bonus conditions had already been fulfilled, so the balance was fully withdrawable.
• Finally, I have already sent copies of all my communication with the casino, including the emails regarding the verification process and the confiscation of my funds, to the email address you provided.

Thank you again for your assistance. I hope this information helps clarify the situation and I appreciate your efforts in investigating this matter.

Kind regards,

Jorge *****

Dear Kianis,

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, Mirka (miroslava.d@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

Dear Kianis,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Winhero Casino representative to join this conversation.

Dear Winhero Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Thank you for your message.

Following a review by our Verification Department, the player was requested to provide additional documents as part of our KYC/AML verification process. Unfortunately, the player failed to provide the requested documentation within the required timeframe.

As a result, the verification process could not be completed, and the account was permanently closed in accordance with Section 4.4 of our Terms & Conditions.

For reference, Section 4.4 states:

"In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), or if the customer failed to provide it within 30 days, Winhero has the right to charge from suspended Winhero Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all Winhero accounts, refuse to return the deposited funds, block the Winhero Account, compensate all costs incurred from the balance of the Client."

The player's balance was therefore forfeited in accordance with the above provision, as the mandatory verification requirements were not fulfilled.

Best regards,

WinHero Team

Dear Winhero Casino,

Please send me timeline of the events, along with supporting evidence (screenshots, emails,..), where dates would be visible. Please also include submitted documents, that did not pass the verification process with visible dates.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kianis,

Unfortunately, the casino has not provided the requested evidence supporting the confiscation of your balance, despite being given additional time to do so.

As we cannot verify that the forfeiture was justified, we are closing the complaint as unresolved due to insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to cooperate in providing the requested evidence, we will reopen the complaint and notify you by email.

Best regards,

Mirka