Winhero Casino - general discussion

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Hello, could someone please tell Natalia to reopen my complaint?

I've been waiting for a payment from the casino for three months now, and it's simply not being processed! I've explained everything and forwarded all the emails, but absolutely nothing is happening.

I'm asking the same question here that I asked in the previous thread. It's basically the same case regarding self-exclusion. 

No, that's precisely the point. The self-exclusion was a separate case. I've already resolved that with the casino.

This is solely about sending a payment, which the casino claims to have been unable to process for 3 months 'due to technical difficulties'.

I only added the information about self-exclusion. The point is that the casino hasn't sent my money for three months, but apparently that's not understood.

Then file a complaint and focus on the withdrawal that you haven't received for three months. You don't need to mention self-exclusion if you say it's been resolved.

Again, it's clear from the summary that you should have received the money mainly because of that.

So file a complaint again or request a reopen.

I already have that. I only mentioned the payment. The complaint was rejected on the grounds that it concerns the same matter.

Therefore, I don't know what to do now... I simply need help.

All right, I will ask the resolver who handled it and let you know when I have something relevant.

Thank you!! 🙂

So what is it then?

I'm afraid I don't have good news here either. If you requested a reopen, you should already have an explanation, but even this case will not be reopened. Natalia said she explained everything to you repeatedly. 😕

What????

No, Natalia just doesn't understand!!! IT'S ONLY ABOUT AN OUTSTANDING PAYMENT THAT'S 3 MONTHS AGO!!!!!!!!

This has absolutely nothing to do with my other complaint!!!

I'm speechless. I absolutely don't know what to say anymore, or what Casino Guru even stands for anymore. This is all utterly shameful and a disgrace.

I said everything you mentioned and got this response. So I'm just telling you what I know. There was nothing more I could do on my part.

However, to be precise, she didn't connect it with any other complaints. She focused purely on this case. 

I don't have much more to tell you, I'm afraid.

Could I please open a new case that deals ONLY with the missing payment, and you tell her that it has nothing to do with self-exclusion?

The payment has been outstanding for 3 months and my account is closed:

I tried, because theoretically you can try, but I have a feeling it will be rejected anyway, because you allegedly said: it's a refund for money lost due to failed SE. So if they decide that it's related to the same situation, it will be rejected again. 

No, it's simply about a payment that the casino hasn't sent yet.

As I said, you can try it, I tried to find out everything I could. I got the answer as I described to you.

So try it and see. 

Don't have much more to say about this.

But you're the only one who's responding to me. Shouldn't your role be to mediate? Especially since it repeatedly happens that a complaint is ignored despite clear evidence.

It seems to me more and more that the focus here is on helping the casinos and not the players.

Once again, I'll try one last time. I did everything in my power and inquired about your case.

I shared with you the response I received.

I don't make any decisions regarding complaints. Whether my colleagues accept it is up to them, of course, taking into account the evidence and the nature of the situation. 

Hi I am expecting payment of 1100 euros. I am scared as I see many issues with payments from this casino. The one with 121 and 125 was cancelled so 2 withdrawals pending (1000 euros and 100 euros).

Hello,

Do you know why your withdrawals were cancelled? I understand you are worried, but without more details, I'd say there are still plenty of reassuring explanations. Can you please help me with more details, perhaps?