The player from Sweden, a former VIP member, had claimed that the casino had given him numerous bonuses without assessing or querying his comfortability with the level of his gambling. She had alleged that she was constantly offered bonuses, indicating problem gambling. However, we were unable to assist her due to the significant time that had passed since the incident she described. As per our policy, we could not pursue 'cold cases' where gathering evidence and reconstructing a timeline became highly challenging.
Casino Heroes - Player accuses casino of irresponsible gambling policy.
Amount: 250,000 kr
Casino Heroes
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
I deposited several hundreds of thousands. I was a member of their VIP. I had my own VIP manager who gave me bonus after bonus. Not once did they ask me if I was comfortable with my gambling. I also received a lot of bonuses after 2019.
Automatic translation:
Public
Public
4 months ago
Dear emmisen89,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Casino Heroes. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.
Best regards,
Nick
Public
Public
4 months ago
Translation
They offered lots of bonuses even after 2019, was a VIP customer and had their own VIP manager who fed me bonuses. I begged for bonuses every day. They should have known it was problem gambling
Automatic translation:
Public
Public
4 months ago
We apologize, , but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.
