Winhero Casino - Счет игрока закрыт, вывод средств отклонен.

Hello. To state my requirements briefly: my account has been denied authentication, forced-banned, and my withdrawals have been refused. They are demanding excessive KYC documents. It is clear that they are doing this to block and confiscate my funds by refusing withdrawals, which is highly malicious. I would like you to take action. I have attached the contents of the email I received.

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 salisero,

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Which documents were you asked to provide during the verification process?

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

Best regards,

Jean

I believe it was either a live game or a slot machine. I do not remember the details very well.

Regarding the balance, I received the first deposit bonus as a parachute bonus, but since I only bet with the cash portion, I do not think the bonus was involved. I only played at the casino for a short time after registering my account; I just wanted to try the first deposit bonus and check if it was a safe casino that would allow withdrawals, so I only played a little. I do not know the exact date and time I was blocked, but the notification of the block arrived on 05/13 at 18:25 (JST).

For identity verification, I was initially asked for a standard photo of my passport, an image of myself with my passport, and a utility bill or a municipal tax or fixed asset tax invoice (issued within the last 3 months). I went to the trouble of preparing these certificates and my passport for that purpose. However, the reality was that my KYC was rejected multiple times thereafter, and eventually, I received a message requesting that I take a video.

This is the content of the email I received from them.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

After that, I was away from home for a while, so I could not respond to this message. Then, suddenly, a message was sent stating that my account had been suspended.

Thank you for the detailed update. I understand your concerns regarding the verification process and the subsequent suspension of your account. To proceed, I need a few clarifications:

• Please provide the date when you registered your account and the date the casino first asked for documents for verification.
• Do I understand correctly that you were not able to send the final video verification before your account was suspended?
• Could you please forward all relevant correspondence between you and the casino to [email protected]?
• Please also forward to my email all the documents that you sent to the casino for verification.

If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I'm sending the screenshot here. Thursday, March 19th was the first day I was asked for KYC. 

Do I understand correctly that you were not able to send the final video verification before your account was suspended?

That's right.

First, here is my response to the initial KYC request. I attached three photos to it: a clear image of my passport, a picture of me holding my passport, and an image of a utility bill for water.

A few days later, I sent an image of my bank balance certificate attached to this email.

I received this email immediately after sending the English bank balance certificate.

Although I felt I was being made to do something unnecessary, I submitted the requested ID card selfie (with the numbers shown) five days later as instructed.

About another week passed after that, and I eventually lost patience and contacted them with the following message.

A few days later, I received another email from them containing the following. At that point, after the third KYC request, I realized that this was not a platform conducting legitimate KYC procedures, but rather a site using repeated KYC requests as a tactic to delay or refuse withdrawals. I also came to this conclusion based on how extremely slow each of their responses was.

At that point, I was away from home and remained busy with work for quite some time, so I did not respond to their request for a video. Instead, I sent them a complaint email because I was frustrated that my KYC submissions had already been rejected twice without any proper explanation. It was clear to me that they were intentionally splitting what should have been a single standard KYC procedure into multiple steps in order to create unnecessary inconvenience and obstruct both the KYC process and withdrawals.

And this was the final email I received from them. After reading it, I checked my account and discovered that I was no longer able to log in.　　　That is everything. This covers the full timeline and all email exchanges between us. Furthermore, I had also been communicating with support through chat, repeatedly requesting that my KYC verification be processed more quickly. However, after a long series of back-and-forth exchanges, I finally received the first KYC email. In total, I believe the entire process — from account registration to account deletion — took around two months.

Thank you for taking the time to read through everything until the end.

Hello salisero,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience.

I would like to explain that a video verification is a common practice for casinos to include in KYC verification.

Before we will reach out to the casino, please forward all the documents, including the selfie, that you sent to the casino to [email protected] so we can independently review it.

I sent email to  [email protected] Please check it.

Dear salisero,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello salisero,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Winhero Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why did the player not pass the initial stages of the verification process? Is the option to complete the video verification permanently removed, or is the block only temporary?

In case you believe the player breached any rules, or there are any specific suspicions about the player's activity, please let me know here or at [email protected].

Thank you in advance for providing us with your view of the issue.