Delayed Payment and Account Closure

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.

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.

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.

Joined casino 8/2/18. Deposited £1000. Won £2547, sent a withdrawal request. Sent all requested verification documents 9/2/18. Numerous emails from 2 different departments (customer support and verifications), requesting documents, stating they were being examined, requesting them again etc. Got confirmation that my account had finally been validated the morning of 12/2/2018, followed by another the evening of the same day informing me that because i had not supplied documents, my account had been temporarily closed! No reply from emails from them so far, so I'm hoping I'll get more luck on here.

I've been playing on casino heroes a bit over 3 months now. Never really made a significant amount, and thus had no problems. Yesterday I deposited 280 eu and turned it into 450 (not much I know) and then tried to cash out. The cash out methods would not work and had to do a manual one, which resulted in a security check. I wanted the money sent to a uk bank account (not knowing this would be a problem) and today was banned and told I would not receive the cash out either. the only restricted countries it mentions on the T&Cs are: 2.6. You are not resident of the U.S.A., Italy, France, Guyane (French Guiana), Réunion, Guadeloupe, Martinique, China or Hong Kong. I would really like the 450 I won paid out to me, and if not then atleast the money I cashed in yesterday. As I said, I have been playing for a few months, I would not have deposited this much (or played) if i knew there would be a problem

Hi, I make a 1000 euro bet at the Evolution VIP Blackjack table and the dealer dealt me a 21, ace and a 10, so 2.5x my bet, totally 2500 euro. This amount is never added to my balance, and the won't add the funds for me, they told me they have to investigate it but it take's very long... My VIP manager also don't contact me, they only thing he told me is that he is busy with it. But when an other casino contact Evolution for missing funds is solved in a few minutes... Please help me to get this funds, this is crazy!

HI, i played a while on Casino Heroes and complete in both games, Thunderstruck II and Immortal Romance, the full chamber of spins. Then i didnt play there for a few days, maybe a week or two. after the last login, i see, that all features are gone and i have to start from zero. i contact the support immidiately and they told me, they will inverstigate it. the procedure goes over days and then they told me, they must contact microgaming. after more then a week, today i get a reply from the casino, from the support agent "Rico" they offer me a 5!! euro compensation and give me no reply whats happen there with the games. this offer is a joke, to reach the level before the glitch i have to spend few hundred euros....and not 5 euros. this is the situation now, and i hope askgamblers can help me to get a fair solution for this problem and get an answer what is happened there. I doesnt want a big compensation, better i get my features back. but when a compensation, then please a fair one and not 5 euros.

I won over $4000 and was unable to withdraw the money because their system doesn't support any withdrawal methods for Canadians unless they deposit with a Visa (so they claim) - The bank account option has only an IBAN number not an account number, and Canadian banks do not have IBAN numbers. The casino told me that they would do a manual wire transfer and they never did. I ended up playing more, got up to $6100, but then over the next 24 hours, lost it all. Which is not fair. The casino should have wired me the funds which I requested $3400 - Just like if I had made a withdrawal, the funds should have left my account. I believe they purposely left the funds in my account knowing I would likely gamble it all away. I want the money I should have been able to withdraw.