Winhero Casino— player complaints: 27 in English

Please avoid this casino at all costs They dot respond to complaints or take responsibility for acting on gambling problems April I raised complaint with clear evidence I was encouraged to play whilst I was screaming help. The last update here they responded saying thanks for patience it’s under rev

I previously left a review about WinHero a month ago, and unfortunately the situation has still not been resolved.I clearly informed WinHero in writing, since August, that I have a gambling addiction and repeatedly asked them to close my account. I have email evidence showing that I was asking them

It’s been 7 days and I still haven’t received the money I withdrew!! I was verified and approved, and then they requested a random check; I submitted everything they asked for and got approved, yet they still haven't sent the money!! I even referred 3 friends who started playing at WinHero!! Now the

WARNING: Ignored my self-exclusion request due to gambling addiction sent on August 3rd, 2026. Kept my account open and continued taking deposits. Casino Guru marked my complaint as UNRESOLVED due to their lack of cooperation. Stay away.

I try to contact the casino ... a vip manager but i cant find no one ! Would it be possible to have an email ?

The player from Greece complained that Winhero had ignored his requests to close his account due to gambling addiction, allowing him to continue depositing and receiving bonuses. He sought a full refund of €159 for the deposits made after his initial request on August 3, 2026, citing a violation of the casino's duty of care. We were unable to obtain a response from the casino, and after two weeks of silence the complaint was marked as unresolved due to the lack of communication and the ongoing failure to process his KYC/refund request.

The player from the Netherlands filed a complaint against WinHero Casino for an unresolved refund request related to a permanent account closure request made in January 2026. Despite clear communication to close the account due to gambling concerns, the casino did not act on this request, allowing the player to deposit €635, which he then lost. He sought a refund of this amount and a written decision on his case. We reviewed the emails and found that his messages to the casino focused on payout issues and payout speed rather than gambling problems. Since his account was already closed, we rejected the complaint and took no further action.

The player from Mexico filed a formal complaint against WinHero Casino for the unjustified confiscation of his account balance of EUR 659 after four months of unresolved verification issues. Despite full cooperation and submission of all required documents, the casino did not provide a specific reason for the verification failure or the confiscation of funds and ceased all communication. We requested a timeline and supporting KYC evidence from the casino, but no proof was provided to justify the forfeiture. As a result, the complaint was closed as unresolved due to insufficient evidence from the casino.

The player from Japan had submitted his KYC documentation on April 15 and had not received any response. Despite multiple inquiries through live chat, he was informed that his submission was still under review. The player had used a welcome bonus to deposit and won money but was unable to withdraw due to extended and repeated document requests, including proof of income, which he could not fully provide as an unemployed student. The casino ultimately blocked and permanently closed his account due to incomplete KYC verification within the required 30-day timeframe, refunding his original deposits but withholding winnings. We concluded that the casino had acted in accordance with their terms and legal AML/KYC requirements, and the complaint was rejected as the player’s inability to provide satisfactory proof of income led to the account closure.

The player from Ireland had requested account closure at WinHero due to her gambling addiction, but her request was ignored and she faced delays from being redirected between departments. Despite disclosing her addiction, she still had access to gambling services and lost approximately €2,200. The complaint was escalated to the casino, which confirmed the account closure but delayed the investigation, estimating a 3-6 month review period. We deemed this timeframe unreasonable and, due to the casino's lack of cooperation and failure to provide relevant information, the complaint was closed as unresolved. The casino's rating was adjusted accordingly, reflecting the unresolved status.

The player from the Netherlands had requested a withdrawal prior to submitting this complaint. Unfortunately, her winnings had not been received yet. The player had completed multiple verification steps, including ID submission and video verification, and was subsequently asked for additional documents, which extended the KYC process. We informed her that withdrawal delays could occur due to ongoing verification and advised patience for up to 14 days. The complaint was later marked as resolved after the player confirmed the issue had been addressed.

The player from the Netherlands had submitted a withdrawal request less than two weeks before contacting us. The winnings had not been obtained up to that day. The delay in withdrawal processing was explained as a common occurrence due to pending KYC verification or high withdrawal volumes, with a recommended waiting period of at least 14 days. The player was advised to cooperate with the casino and be patient during this time. The complaint was marked as resolved after the player confirmed the issue had been settled.

Reason: RG tools related 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 --- Ответы в треде --- AskGamblers • Support Team 4 days 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. AskGamblers • Support Team 2 months 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 2 months 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 2 months 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

3 months ago they told me this We would like to inform you that your case has been officially registered for the review by our Compliance Department, case number: 00131they ignore all my emails since.

The player from the Netherlands had repeatedly requested account closure but claimed the casino refused to do so, suggesting an attempt to keep her spending money. She reported that after winning some money, the casino requested additional verification, and her chat inquiries were abruptly closed without response, leading to difficulties withdrawing her winnings. The complaint was resolved after the player confirmed her issue had been addressed.

Very bad. Avoid. The gameplay is really bad, no support, closing your account takes forever, payments are fast, withdrawals take forever. In one word; scam.

❌❌Text me to send you the truth about fraud!!❌❌❌❌Foto’s + conversations❌❌This platform was very disappointing and untrustworthy in my experience. After winning while playing, I tried to withdraw my money but suddenly faced a withdrawal issue. I immediately contacted the VIP manager, and at that mome

I wish I read these reviews prior to playing here, the wagering requirements of normal deposits not bonuses are ridiculous! Deposit €100 asked to play €500 prior to any withdrawal 🤮 They are definitely not displayed clearly prior to depositing !!!!!!!!

Worst casino on earth.They still don’t reply to my emails, to my reviews or to my complaints.I will publish the agreement we agreed so everyone will found out what scammers they are.Don’t play here, they will steal your money.This is the most criminal casino I ever experienced.I will publish all con

Wingerd operates under the same corporate group as LuckyGem, Betspino, JustBit, WinHero and Zumo , all connected through Sapphire Summit / registration number 3-102-903325 SRL, incorporated in Costa Rica.Why this matters:The Kansspelautoriteit (KSA) — the Dutch gambling authority — has previously ta