Winhero Casino - Виведення коштів гравцем затримується через дублювання облікового запису.

I played in this casino and had maybe total deposits of 100 euro i think. Then i found out that i already had an account but with a different e-mail. I know the rules and thaught oke i will quit and losst my money. My own mistake. To be sure i contacted them by chat and mentioned this by myself and they litterly say that after verify this account is can play on it. I clearly asked after i mentioned that i had 2 accounts and the first on is on a mail i dont use anymore. '' Can i still deposit, play and withdraw ''

And they said YES! After that i maybe deposit 300 euro and finally had a small withdraw. Then after 4 days and keep contacting them still not approved and they said it will be ok. And gues what on the 4th day i asked about the withdraw and they said we can't pay because you have a duplicate account. I thought huh this is clearly what i mentioned.

Sorry but this is ridicilious you can't say no it's no problem when you verify it will be ok and then you close it and say no it's not posibble anymore.

And the strange thing is that 6 months ago i asked them to close my old account. (See attached file)

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Winhero Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise for what reason you requested to close your first account? When exactly did you contact support to request an account closure? 
• Was your first account verified? Did you claim any bonuses on that account?  
• Please specify when you created your second account. Were you using the same personal details? Only email address was different?
• Did you claim any bonuses on your second account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

• On the 17th of April
• I did use the bonus but did not had a withdraw or profit. The funny thing is im trying to log in now on my old account and its STILL open. 6/7 months after asking for closure. I don't think its verified. I did not send any ID or something yet.
• Also strange i mentioned by myself i had 2 accounts but i did not filled in any details only a different e-mail so if i would not mentioned anything they would not even know it.
• I did use bonusses.

Dear player, please specify the reason why you decided to close your old account and open a new one instead. Why haven't you reopened the first one, instead of creating a new one?

Please share the full communication (chat transcripts, emails) between you and the casino, in which they allowed you to create a new account. My email is [email protected].

The thing is i forgot i had even a account + i tried to close it in April

( keep in mind it's 6 months later and still not closed )

Anyway i found this casino on the new casinos list then i made a account but i use the mail as i use for this account the old one not so much anymore. I used everything the same, my name and everything.

After a while i was realising i already had a account here, so i contacted them ny myself.

So when i verified this account i could play further on this account. Then they let me play and play and deposit and play and the moment i make a withdraw they say this account is blocked because you already a account. Makes no sense! I told them but why did you not block me right away when i said i had a double account. They replied with '' we didn't know what account ''

In my opinion i am right but 2 things are strange i told them i want to use this account so they had to block or remove that account as i mentioned 6 months ago already. They CLEARLY blocked the account where the money was on. BTW they said we can offer 25 euro back on the old account? OFFCOURSE i did not accept that because im not stupid.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear GinoS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia