Unjustified account closure and confiscation of winnings

Considering all the information and facts that became clear during the complaint's process, AskGamblers Complaints Team believes that Casino Heroes management acted according its terms and conditions. More over, player confirmed he didn't state correct information upon registration. Not to mention the fact that casino registration list shows that neither United Kingdom nor Spain are listed. It is clear now that player by his actions violated casino's terms stated above.

Based on the above, AskGamblers Complaints Team considers this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casino Heroes..

This case is now being officially closed.
 

Hi LT1902,

We take these matters very seriously and before rushing into conclusions we wanted to make sure that our licence regulator, the MGA, was informed, reviewed the case and approved our conclusions.

Unfortunately, you went against our terms and conditions when you registered under country Slovenia (SI) when in fact you were playing from Spain. It also transpires that you actually are a UK resident. We do not offer UK nor Spain in our country of registration on our registration page and when you didn’t find these countries available in the dropdown selection, you went on to select a country that was available although you were not originating from that country (Slovenia).

These are the terms and conditions (https­://­www.ca­sin­ohe­roe­s.c­om/­en/­ter­ms-­and­-co­ndi­tions/ ) sections that were breached and the consequences of such breaches:

3.3. You must enter all mandatory information requested into your registration form all of which must be true and correct. It is your sole responsibility to ensure that the information you provide is true, complete and correct. You are hereby notified that we carry out verification procedures and that your Account may be blocked for access or closed if you are found to supply false or misleading information. You are required to update and keep up to date the mandatory information provided in the registration form in the event such information changes.

4.14. Deposits made to your Casino Heroes account should commensurate with game play. Therefore, if in Hero Gaming’s discretion, there is suspicion of abuse (for instance, where a deposited amount has not been used for an appropriate level of game play and the user then makes a withdrawal request in relation to that deposited amount or where Hero Gaming suspects that you are abusing exchange rate fluctuations), we reserve the right in its absolute discretion to cancel the respective deposit(s) in part or in full, to retract any costs that may have resulted in conjunction therewith and to close the gaming account indefinitely. Hero Gaming further reserves the right to request and obtain satisfactory proof of deposit and additional copies of personal identification in such instances prior to processing any withdrawal request, the processing of such request to be entirely at Hero Gaming’s discretion.

13.1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, or withhold payment of your winnings and apply such funds on account of any damages due by you.

We consider this case to be closed now and have nothing further to add.

Best regards,

The CasinoHeroes team

Thanks.

I await your reply and hope it's positive news.

Hi LT1902,

We are looking into this matter further and we will get back to you asap.

Best regards,

The CasinoHeroes team