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Casino Heroes - Legitimate winnings of £170 removed after completing wagering requirements

UNRESOLVED
toms596 United Kingdom
posted on February 24, 2018.

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I pointed out if i had withdrawn the same funds and re deposited them then continued to play the winnings would have been fine in this case.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only for them to try to renege on their own terms which state after wagering it becomes real money that can be withdrawn.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

posted on February 26, 2018.

Dear Client,

Our terms and conditions state that players cannot withdraw more than £100 from winnings deriving from our £5 no deposit bonus. Please refer to our term and condition 6.19: “The maximum winnings permitted from the €5 no deposit bonus is €100. Any additional winnings generated from this bonus will be removed and is non- withdrawable”.

The wagering requirement is in place to allow players to withdraw the maximum allowed which in this particular case is £100.

As per above term and condition, we cancelled the withdrawal request of £270, and left £100 on the account so that a withdrawal of £100 can be made.

We hope the above clarifies the matter and please feel free to contact us should you have further questions.

Thanks and best regards,

Casino Heroes Team

toms596 United Kingdom
posted on February 26, 2018.

The same wagering requirements that convert it into cash? Surely the restrictions end once wagering is complete and i can win more as verified with your support agent Rasmus

posted on February 26, 2018.

Hi,

Many thanks for your comments.

The main restriction on the £5 no deposit bonus is that the maximum withdrawal after wagering is £100 and this is stated in our terms and conditions. The question addressed to our agent was not referring specifically to the £5 no deposit bonus.

We are always at your disposal should you have any further questions. Meanwhile we would like to congratulate you on your £100 win on Casino Heroes.

Best regards,

Casino Heroes Team

toms596 United Kingdom
posted on March 1, 2018.

I did ask if that was true of "any" bonuses which i would think includes all of your bonuses.

If i asked in a restaurant if any dishes contained peanuts i'd expect them to point out if any did and not have to specifically ask about each dish individually so thats a bit of a cop out.

Either way your stance is quite clear it's real money unless we decide you did a little too well.

AskGamblers
posted on March 3, 2018.

AskGamblers Complaints Team is awaiting Casino Heroes team to provide the required information.

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