Some days ago I started playing on Casino Heroes because I only heard a lot of positive stuff about that casino and its bonus.
I registered all normally and legally with phone number, birthday, adress, name and played with only 25€. After I had used bonus and my 25€, I decided to put in 25€ more.
Fortunately I won 88€ in a game of Honey Rush (see https://imgur.com/a/ShRb4Gb).
So I had around 115€ from which I decided to withdraw 100€ to my credit card.
Since that did not work out and my withdrawal got cancelled without a word from them, I asked the chat and they told me that they only pay out to VISA cards and not to MasterCards, I should withdraw via Trustly to my banking account - All that I did.
Around 10 hours later they wrote me an email about needing my ID, an invoice with my adress, a photocopy of my credit card and something that prooves the banking account is in fact mine. All of those documents I send them and they replied with the following mail:
It literally says; "We have to inform you that we had to negate your withdrawal request, because we do not allow payments via business accounts. You can keep using your casino account with a private banking account."
Afterwards they cancelled my deposits, deleted my winnings and set my account back to zero.
I just send them an email that I do not have a business account whatsoever. I am still a student and do not even have a business or even a job?!
My banking account as well as my credit card are my private card/account that I use for shopping in the shopping mall, pay my bills and use in at least 3 different online casinos (where I never had ANY problem with deposits and withdrawals at all). I even send them my monthly credit card invoice to proove that it debits every payment I make with my credit card monthly from the same banking account I tried to withdraw my winnings too.
I really dont know what else they need and I find it more than bold that they do not even begrudge someone the winnings of only 50€ with a made up excuse.
Furthermore I also checked if their Terms and conditions even mention the word business account or private account. Not in german, not in english. So its not even something I agreed to when registering! Its simply made up for the reason to not pay out winnings.
I would really ask for some help with this case. Otherwise I would advise everybody to stay away from that casino. If they do not even pay out a small amount of 50 euros, they surely wont pay out higher winnings.