Winhero Casino - Pelaajan tilin sulkemispyyntöä ei huomioitu.

"I am filing this complaint because Winhero failed to fulfill its 'duty of care' and ignored my repeated requests to close my account due to gambling addiction."

On August 3, 2026, I sent my first email explicitly stating my addiction and requesting a permanent ban. They ignored it and kept my account open and sent me a cash bonus while allowing me to deposit and lose a significant amount of money.

I request that my account be closed and a FULL REFUND of all deposits made since I sent them the email (the amount is €159). The casino was legally and morally obligated to close my account the moment I declared my addiction. Not responding promptly and not reading my emails is a serious violation of their license. I have all the screenshots and I am providing them to you.

«Υποβάλλω αυτήν την καταγγελία επειδή η Winhero δεν εκπλήρωσε το «καθήκον επιμέλειας» της και αγνόησε τα επανειλημμένα αιτήματά μου για κλείσιμο λογαριασμού λόγω εθισμού στον τζόγο.»

Στις 3 Αυγούστου 2026, έστειλα το πρώτο μου email δηλώνοντας ρητά τον εθισμό μου και ζητώντας μόνιμο αποκλεισμό. Το αγνόησαν και κράτησαν τον λογαριασμό μου ανοιχτό και στέλνοντας μου χρηματικό μπόνους και παράλιλα επιτρέποντάς μου να καταθέσω και να χάσω σημαντικό χρηματικό ποσό.

Ζητώ να κλείσει ο λογαριασμό μου και ΠΛΗΡΗ ΕΠΙΣΤΡΟΦΗ ΧΡΗΜΑΤΩΝ όλων των καταθέσεων που πραγματοποιήθηκαν απο τη στιγμή που τους έστειλα το email (το ποσό είναι 159€). Το καζίνο ήταν νομικά και ηθικά υποχρεωμένο να κλειδώσει τον λογαριασμό μου τη στιγμή που δήλωσα τον εθισμό μου. Η μη άμεση απάντηση και η μη ανάγνωση των email μου αποτελεί σοβαρή παραβίαση της άδειάς τους. Έχω όλα τα στιγμιότυπα οθόνης και σας τα παραθέτω.

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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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, sender's and recipients' addresses visible, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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