Heaven Casino won't pay my 5890 Pounds win

Hadur32 United Kingdom
posted on September 28, 2014.

I have won during August 5890 pounds. I made a cash deposit of 250 and received a bonus of 250 but the bonus and cash were in separate accounts.

I won from my cash deposit not the bonus the 5890 and went to live chat to confirm I may withdraw my winnings.

Live chat confirmed I can withdraw.

I played slots Hellboy and gambled my winnings to 5890.

They sent an email they are not willing to pay, when I asked them why ? I didn't abuse any bonus because I won my own cash they answered that it doesn't matter and that they didn't like the way I played the cash balance.

What is exactly the problem I couldn't understand just general emails.

Dear Mr. Louza,

Thank you for your e-mail.

At this stage we would like to confirm that the reasons behind our decision are not in any way related to our casino bonus offer.

Our decision is based on a gameplay review which revealed some irregularities of your play and would have been taken regardless of the type of funds used in the gameplay ( real or bonus money). As previously mentioned these decisions are not taken lightly and we came to this solution after a thorough investigation.

Kindly refer to the paragraph 9.2. in our terms and conditions:

“ In the event that the Company has reasonable grounds for suspecting that the Customer has been involved in any fraudulent, improper, collusive, misleading, fixing, manipulative or other unlawful activity in relation to the Customer’s use of the Products including but not limited to use of any software-assisted methods or techniques or hardware devices in connection with the Products or manipulation of the Company’s gaming system, or has provided incorrect information, the Company shall be entitled to take such action as it deems appropriate, including without limitation, immediately blocking the Customer from accessing the Products, terminating the Customer’s Account, locking the Customer’s gaming account, seizing all funds in the Customer’s account and invalidating any bets placed by the Customer utilizing such fraudulent methods.”

Based on the above we are entitled to keep any funds that were obtained by abusing our gaming system.

Should you do not agree with our decision please refer to the complaint procedure further described in the paragraph 9.3 and 10.4 in the above quoted terms and conditions.

Please also note that no further correspondence will be shared.

Thank you for understanding.

Kind regards,


Poker Heaven

posted on October 2, 2014.

Dear @Hadur32,
Any update considering your complaint? Thank you.

Hadur32 United Kingdom
posted on October 3, 2014.

As you can see they don't answer the complaint and also didn't answer Gambling Grumbles, this casino is to be avoided at all cost, they don't pay even when you play with your own cash not a bonus

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