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Casino Heroes - Casino deleting winnings without any legit reason

Complaint Info
Disputed casino Casino Heroes
Reason Casino terms violation
Amount € 100
Posted on November 13, 2019

Hello together,

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.

Posted on November 14, 2019

After three days and sending them my usual invoice from my credit card showing that its a normal card and no business version, they still cancelled my deposits, but gave me back my winnings.
I am now waiting for the withdrawal to my bank account. If that works, I wont ever use that casino again, but then this case is solved.

Posted on November 15, 2019

Please close.

Posted on November 15, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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