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I pointed out if i had withdrawn the same funds and re deposited them then continued to play the winnings would have been fine in this case.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only for them to try to renege on their own terms which state after wagering it becomes real money that can be withdrawn.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.