Casino Heroes - Unable to withdraw funds to Canadian Bank account

Alison Doyle Canada
posted on January 10, 2016.

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.

posted on January 13, 2016.

Dear Customer,

Its true that if you made your deposits via Mastercard, currently you are not able to make bank withdrawal via your Heroes account. But as our Support Heroes promptly informed you, we can help you with the payout, and that will be done manually by our payments department. As this communication was during weekend, and our payments team responded on the issue following banking day, by when the customer had played all the funds. So we dont believe we can be held responsible for that. We still welcome all Canadian players, and are working on improving our payments offering to them. Its assured that all winnings can be cashed out, either directly to the credit card, if its Visa, or to the bank account with the help of our payments team. We hope this answer clarified the situation,

Casino Heroes Team

Alison Doyle Canada
posted on January 17, 2016.

This issue is not resolved. I will respond again shortly with more information.

Alison Doyle Canada
posted on January 19, 2016.

I am still conducting research and consulting with a lawyer. I will return next week with my findings.

posted on January 21, 2016.

Based on the player's and casino's statement player unfortunately played off his winnings and lost his chance to resolve his problem with withdrawal. We consider this complaint resolved and closed.
In case of a disagreement with our decision we would like to remind player that further assistance on this matter could be requested from the official regulatory body of Casino Heroes.