Casino Heroes Review

The player from Finland had won €2,925 using a welcome bonus at Casino Heroes. However, after his account was verified, the casino confiscated his winnings without any explanation. The player had claimed he adhered to the maximum bet limit during bonus wagering and provided additional documents to explain his money transactions. We had reached out to the casino for clarification, but they only stated that their security team had flagged breaches of the casino T&Cs without providing further details or evidence. Due to the lack of necessary information, we had to close the complaint as unresolved and advised the player to contact the Kahnawake Gaming Commission for further assistance.

The player from Germany had his account blocked and winnings confiscated. Apparently, the player has self-excluded himself from another sister casino under the same brand. We’ve reopened this complaint as per the player’s request. We rejected the complaint again because the player didn't respond to our messages and questions.

Batwolf requested a withdrawal of £500 and received it relatively very fast. Then he requested another one in the amount of £2,000 but it became very delayed. The casino claimed that his winnings did arrive and wanted to see his full bank statements, which he refused to give them and the casino decided to close Batwolf's account. After the casino provided him with a transaction ID, he was able to track it and it showed that the money should arrive at his bank account very soon. Later on, the casino claimed that the payout was already processed but still, they offered Batwolf a help in finding out while contacting their bank, but the player refused the option and decided to check on their own. The bank informed him that there was no such transaction on his account and recommended to contact the casino once again. The casino claimed that they forwarded the payment evidence to the player directly but once he has spoken with NatWest they have said to him that there was an error within the casino and that the payment hasn’t gone through and they would need to resend it to Batwolf. But once again, the casino asked for some kind of proof from the player's bank, but they refused to provide any. No more information is available ever since then.

Tulikas0 from Finland requested a withdrawal of €3,600 and the next day, he found his account closed. Eleven days later, the casino still didn't inform him on what was the reason for their doings. No further information is available ever since then.

Tom, a player from the UK, signed up for a £5 welcome gift bonus at the Casino Heroes and completed the wagering requirements with the maximum win of £100. After that, he was awarded some free spins which he played with and got his balance up to £270 with a completed wagering requirement of 40x, roughly £1400. Tom then attempted to withdraw his winning only to have £170 confiscated as the casino knew that they were gained with the bonus funds. The casino informed Tom that they canceled the withdrawal request of £270, and left £100 on the account so that he could withdraw the £100. One of the chat representatives also informed Tom that once he met the wagering requirements, the winning would convert to real money, but the casino claimed that it wouldn't because according to their bonus terms and conditions, the maximum win was £100. There is no further information about this case but we believe that the casino was right this time.

The player from Germany had issues with account verification at an online casino, which led to withdrawal difficulties. Despite having provided all requested documents, the casino rejected his payout and continued to request additional documents. The player had complied, but the casino had remained unresponsive to our Complaints Team's attempts to mediate the situation. We had closed the complaint as 'unresolved' due to the casino's failure to respond. However, the complaint was later reopened upon the casino's request, stating that the player had been verified and had played with them until October 2021. The player had confirmed he had regained access to his account at some point, leading us to mark the complaint as 'resolved'.