Complaint #42 Casino Heroes

Casino deleting winnings without any legit reason

By J1mb000

6 years ago

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:
https://imgur.com/a/ShRb4Gb

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.
https://imgur.com/a/ShRb4Gb

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.

Disputed Casino Casino Heroes

Reason Terms violation

Amount €100

Discussion

AskGamblers

• Support Team

6 years ago

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.

J1mb000

6 years ago

Solved.
Please close.

J1mb000

6 years ago

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.

Casino Heroes Complaint Stats

Resolved 8 / 12

Avg. Amount $1,179

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Casino Heroes Complaints

See all complaints for this casino

Delayed payment of 210e

Hello so I made a deposit of 20€ on the 28.04 and managed to win 210€ whereafter I requested a withdrawal at 01.16. For some reason it has been pending for 11hours now even when it says in their terms that all withdrawals will be processed within 4-5 hours time.I contacted live chat about this case they told me that sometimes there can be delays for some reason. My account is also fully verified?

Unresolved

€210

Delayed Payment and Account Closure

Hi,

I placed 3600 EUR withdrawal at 15/03/2019. At the next day I noticed my account was closed. Only own money playing no bonuses. 11 days have now belong and I haven't got any information what is going on. That's too much. I have sent all asked documents and etc. Customer support only says I will get contacted with email "soon as possible"..

Unresolved

€3,600

Missing £2,000 withdrawal and lack of support

I played on this site for a while and while losing they were very nice. I won £500 which withdrew successfully to the desired bank account promptly. Then I withdrew £2000 which the said was sent on the 15th February.

This money never reached the same bank account, it has been nearly 2 weeks and I have been offered no support with regards to this. All they are asking for is a full bank statement to prove the funds aren’t in there. I do not wish to disclose such personal information to them. They refuse to speak with me, they refuse to send me the transaction ID and now have locked my account as I keep asking where the money is.

Emma was helpful at the start but has now gone away. I am now dealing with a guy called Rhys who’s attitude has much to be desired.

They are ignoring emails and from what I can tell they are not a legitimate businesss.

I don’t ever expect to see this £2000 and quite frankly I’m appalled at how I have been treated by Casino Heroes.

Unresolved

£2,000

Issue with feature glitch not investigated properly

I was on my online account on casino heros and was playing a game called blaze of ra, I was doing £1 spins and the feature landed in on the reels but did not activate which I then took a screen shot of on my mobile phone because I knew it should have, I then checked the rules of the game to see if I was wrong but I wasn’t it states if 3 or more scarabs land anywhere it triggers the feature. I contacted the casino via live chat and spoke to a lady called tiia which was very helpful and lovely towards me and I sent her over the screen shot to then she said she would get it investigated and I would hear back from them the next day. I received an email from the casino team stating they have checked the back office with the rounds I played and it matches up to theirs but with only 2 scarabs landing in place and there was nothing more they could do. I’m confused how theirs only shows 2 scarabs landing in but mine show 3 but the time and day matches up to it,I would like to know what I can do about this as I feel I’ve been cheated by the game as I have photo proof of the scarabs landing in (3) but not being activated, I’m bring this to you as I do not know what to do from here as I know if it had triggered I could have won a fair bit of money I then could have withdrawn. I have attached the photo of the screen shot and also the rules to this complaint and very much appreciate it if you could help me with this matter.

Resolved

Legitimate winnings of £170 removed after completing wagering requirements

I signed up for a £5 welcome gift at Casino Heroes, completed the wagering of 40x and was left with a real money balance of around £87. The bonus terms state the maximum withdrawal from the welcome gift is £100 which i was well within at the time. I continued to wager with this real money until i reached a balance of zero. I was awarded some free spins which i then used to grow my balance to £270 and completed the wagering requirement of 40x which was roughly £1400. I then attempted to withdraw my winnings only to have £170 confiscated as they believed they were gained with bonus funds. I queried this with the casino as the free spin terms make no mention on a maximum withdrawal applying to free spins (https://www.casinoheroes.com/uk/bonus-terms). They stated as i had used the welcome bonus which had been converted to real money after wagering they still consider it bonus money. I find this very unclear as my play history suggests i was making these stakes with a real money balance and as i had completed wagering any restrictions would have been removed. I pointed out if i had withdrawn the same funds and re deposited them then continued to play the winnings would have been fine in this case. From my perspective it seems they are trying to enforce 2 seperate terms and conditions relating to different types of bonus to get out of paying my winnings. I feel i have complied with every one of their terms and conditions only for them to try to renege on their own terms which state after wagering it becomes real money that can be withdrawn. Upon checking my play history i see i am missing a lot of wins, specifically anything that was played with real money and resulted in a win. I find this kind of accounting very disturbing as it seems they can remove what they like from the play history with impunity. I would also imagine full and accurate accounting would be a condition on being granted a licence to operate in the UK and strongly suspect them of committing fraud by false accounting.

Unresolved

£170