Complaint #3 Winhero Casino

Encouraged to play when crying about losses

By Jamiemandy1

1 month ago

Back in April I relapsed from ongoing struggle of fighting gambling addiction.
I had account with Winhero. The reason for logging complaint now is because I truely believed they were completing full investigation that took 3-6 months. However they are not just ignoring me and not responding
I reached out advising I had gambling problems and to close to prevent further losses. No action was taken only told “take one more day” followed by bonus offers
Eventually when I completely lost everything I was treated like a toy and VIP manager just handed my emails over. Whilst yes they closed my account after massive delay from when I notified them VS when it closed they still continue to send me promotional emails. 3 months is up and I now think they lied all along that this was under investigation
It’s only fair they refund all my deposits as they failed to read the subject and content of my emails which screamed vulnerable and gambling addiction

Disputed Casino Winhero Casino

Reason RG tools related

Amount €2476

Discussion

AskGamblers

• Support Team

6 days ago

Dear Winhero Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Jamiemandy1

1 week ago

You keep giving the same explanation on how complex the review is and how long it will take which is just unbelievable however you were very quick to keep allowing me make deposits
If there is no way no speed this up and you mention it’s already started then please advise how long in the process this is or the start date.
I would also like you to know I have the evidence to show the response received after I told VIP I had gambling problem
I have copies of dates of emails sent and then I have evidence to show all the deposits made after this
Why can’t you accept this and just refund the deposits so I can try move on from this
Trying to recover from gambling whilst having a review ongoing just compounds my mental health
I would ask that senior management review this and next response is more realistic or at least asking my details for refund

Winhero Casino

• Representative

1 week ago

Thank you for your follow-up and for sharing your concerns.

We fully understand your frustration regarding the time this review has taken, especially given the period that has already passed. We appreciate that the estimated timeframe may seem lengthy, and we sincerely apologize for the inconvenience this has caused.

As previously communicated, your case is currently being handled by our Compliance Team. Unfortunately, these reviews can be complex and require a thorough investigation to ensure that all regulatory and internal requirements are met. While the estimated timeframe remains approximately 3–6 months from the start of the compliance review, we are unable to expedite the process or provide a more precise completion date at this stage.

Please be assured that your case remains active and has not been overlooked. We are monitoring its progress and will provide you with an update as soon as we receive any new information from the Compliance Team.

We appreciate your patience and understanding throughout this process and remain committed to keeping communication open.

Best regards,
WinHero Team

AskGamblers

• Support Team

2 weeks ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Winhero Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $3,592

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Winhero Casino Complaints

See all complaints for this casino

Delay in disbursement of funds

Hello.

I'm writing to ask for help in resolving my issue.

Today, two weeks have passed since I requested a withdrawal. Due to the withdrawal limit, I submitted four withdrawal requests totaling €3,710. The main reason for the withdrawal was account limits that prevented me from playing further.

I underwent three different verification processes. The first was basic: a photo of my ID and a photo of my face. The second required a photo of another document and a selfie with my ID and a piece of paper with a specific inscription. The third verification process was very tedious. I was asked to record a video in which I answered three questions, showed what was happening around me, waved my hand in front of my face, showed my ID again with the selected inscription, and waved the ID in front of the camera so that the holograms and watermarks were visible.

Despite this, I did not receive the money. I've contacted customer service several times regarding this matter, both via casino chat and email. The most common responses were, "We're checking your account; the withdrawal may be delayed."

I don't understand why this is taking so long. I'm once again asking for help in resolving this situation.

Resolved

€3,710