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Subject: WinHero Casino – Repeated verification requests delaying €7,000 in withdrawals

Complaint:

I would like to file a complaint regarding WinHero Casino’s verification process and the delay of my withdrawals.

I currently have pending withdrawals totaling €7,000.

I have previously verified my account and have successfully received withdrawals from WinHero in the past without any issues.

On 24 June 2026, I was asked to complete a new verification by submitting a copy of my identity document together with a handwritten note. I complied immediately and submitted everything that was requested.

On 29 June 2026, I was informed that this verification was not sufficient and was asked to complete a much more extensive video verification. I recorded and submitted all requested videos on the same day, exactly as instructed.

After submitting the videos, I contacted the verification department to request an update. I received little or no meaningful response, and my account remained unverified.

I have now been asked to provide even more documentation, including:

A notarized copy of my identity document.

A payslip as proof of source of funds.

I understand that online casinos have legal obligations regarding identity verification and source of funds, and I am willing to cooperate with reasonable verification requests.

However, I am concerned because every time I complete a requested verification step, additional requirements are introduced. Despite my full cooperation, my account is still not verified, my withdrawals remain pending, and I have not been given a clear explanation of why each additional document is required or whether these are the final verification requirements.

I respectfully ask Casino Guru to review whether these repeated verification requests are reasonable and proportionate and to assist in resolving this matter so that my account verification can be completed and my pending withdrawals of €7,000 can be processed without further unnecessary delay.

I can provide:

Screenshots of all pending withdrawals.

Copies of every verification request email.

My correspondence with customer support and the VIP manager.

Any additional information required to support my complaint.

Thank you for your assistance

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear As2611,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Complaints Resolution Center,

Thank you for your reply.

I understand that withdrawals can take time and that KYC verification is required.

However, my concern is not only the waiting time. Since requesting my withdrawals, I have completed multiple verification steps, including:

A copy of my ID together with a handwritten note.

A comprehensive video verification.

I have now also been asked to provide a notarized copy of my ID and a payslip.

I have fully cooperated with every request, but the verification requirements continue to increase. I am concerned that the verification process is being extended with additional requests after each completed step.

I understand your 14-day policy and I am happy to wait if necessary. However, I wanted to make you aware of the circumstances in case this issue continues beyond the 14-day period.

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

Dear As2611,

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,

Karla