Casino Heroes - Unjustified account closure and confiscation of winnings

Hi,

Thank you for your message.

We are looking in to this matter right now and we will get back to you directly.

Best regards,

Hero Gaming - Affiliate team

Dear Casino Heroes,

Please let us know if there's some update regarding this case.

Hi Askgamblers,

No updates to give at this time. We have contacted the player directly and hope that this case is now resolved.

Still haven't been paid out / refunded so not resolved imo.

They keep telling me I broke TOS however the terms they link me have not been broken by me.

When I signed up I registered with my girlfriends address, where I was staying at the time. (they say I was using a vpn which I definitely wasn't. )

Hi LT1902,

We are sorry to hear you are still not satisfied with the replies you have received.

When you requested your withdrawal a member of our security, fraud and payments team contacted you and asked you to verify your account by means of passport/ID and utility bill. You replied and said:

1. You resided in Slovenia, which is the same as your registered address but your login IP address showed as Spain
2. You deposited using a UK credit card and presented us with a UK passport and UK utility bill

We requested a utility bill that matched your registered address in Slovenia but unfortunately we haven’t received this. Until your account is correctly verified and we are satisfied with the information that matches your registered address we cannot pay your withdrawal. I am sure you can appreciate the security issues here and we would like to resolve them with you but we will require the requested documents to proceed

Kind regards,

The CasinoHeroes team

I never said I lived in Slovenia.
The account was created from a Spanish IP as I was at my girlfriends at the time. ( I am a British citizen hence the passport and utility bill).

It never said anywhere on your site the residents of Spain or UK could not play. Or else I would not play.

It was never a problem when I was depositing (if it had, I would have stopped playing immediately), you just decided to make it a problem upon withdrawal.
All I am asking is for a refund of the money I deposited on the day in question. At this point I do not even care about the winnings, I just would like my deposit back.

Thank you.

Hi again LT1902,

We will reconsider our decision on your account if valid proof of address is received on original address registered on your account. Until we can confirm your address, this account will remain closed and no funds issued.

Best regards,

The CasinoHeroes team

Okay thank you,

could you please confirm that the address used was:

xxxxxxxxn ......?

I've sent proof of the original address used - the creation of a bank account.

However they are trying to give me the run around saying that 6 months is too long a period ago

Hi LT1902,

We are looking into this matter further and we will get back to you asap.

Best regards,

The CasinoHeroes team