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Casino Heroes - Missing funds from Evolution live casino


Complaint Info

Disputed casino

Casino Heroes


Missing Funds


€ 2500

mellahltd Netherlands Message
Posted on September 8, 2016


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!

mellahltd Netherlands Message
Posted on September 8, 2016

Still no response, VIP manager don't reply to me, a very unprofessional group and company when they do like this.

Please help me to get my funds!

mellahltd Netherlands Message
Posted on September 9, 2016

Now they add my €2500 to my balance but refuse to withdrawal my money.

This is crazy! Help me!

mellahltd Netherlands Message
Posted on September 9, 2016

Payment recieved, complaint resolved.

Posted on September 9, 2016

Hi Geert

Let me introduce myself, my name is Steve Wells, I am Head of Games for Hero Gaming. I have been involved in your dispute over the past 48hrs and I would like to apologise for the time it has taken to reach a resolution, we understand your frustration and we have been working hard to resolve this matter for you in a timely manner. Please let me explain a little and the reason your balance was not updated immediately.

The funds were not credited to your account immediately because the call that returns winning funds was disrupted briefly, which is very rare, therefore the investigation involved Evolution Gaming and Casino Heroes technical teams and both parties had to investigate the transaction in detail because this is not a common occurrence, unfortunately the investigation took longer than expected. We could see the winning hand and there was never any doubt that you would have been paid once we resolved the issue.

I can see you have withdrawn an amount which was approved and paid within 15 minutes, the rest you have just played at the tables.

Please accept our apologies for this matter and the time it took to resolve

Kind Regards

Steve Wells
Head of Games

Posted on September 9, 2016

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.