Casino Heroes - Player’s winnings have been confiscated.

I played on the Casino Heroes website, using a 100% welcome bonus of €100. I managed to withdraw €2925.09 from the casino. A couple of days later, the casino contacted me via email, requesting documents for account verification. I sent them, and the account was confirmed. However, the casino demanded more, including a bank statement, which I also provided. After waiting for 10 days, the casino replied that they were confiscating the winnings and refused to provide further answers to my questions or explanations for their actions. I was puzzled because I haven't engaged in any illegal activities. I am just an ordinary working guy, and on February 2, 2024, I happened to gamble, probably around two thousand euros, on an online casino, one of which was Casino Heroes, which is now confiscating my winnings.

I sent them new explanations along with my work salary payslip, a sales contract for a valuable watch, and further inquiries regarding what illegal activities they were referring to and what explanations they could provide.

I also contacted MGA, eCOGRA and they said that i need to contact someone else, because its not their industry. So what i would do?

https://www.casinoheroes.com

Dear juusohalonen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello!

I registered casino heroes account on 02/02/2024, same day i played there!

And i played slots, pragmaticplay games, bet amount was 3-5€, most of time i think it was 4,50€ also.

Hi juusohalonen,

I have checked the general bonus terms and conditions and this is what I found (here):

1.13. When placing a bet of bonus money or a bet containing bonus money, wagering is decreased with the amount of the bonus bet and at a maximum of €5.

It seems as if your bets during the bonus wagering were up to €5 the maximum bet limit shouldn't be an issue.

Is the following clarification the only one that you received from the casino in response to why your bonus winnings were confiscated?

Thank you.

Yes, they keep copy&pasting this same answer, not answering my questions regarding this withdrawal.

I've even send them pay slips, and document where i sold my watch, so i gave them explanations to money transactions.

And also they reply via email with kinda same answers:

So still, no explanations, or straight answers to my questions. I have done nothing wrong or anything against the t&c. I dont know what to do now, weird and new situation for me.

- Juuso

Thank you very much, juusohalonen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Sir, i hope the same. Really stressful situation, and only thing i can do is wait. '

Thanks for your assistance.

Hello juusohalonen,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Casino Heroes to join the conversation.

Dear Casino Heroes,

Could you please provide information on why the player's winnings were confiscated? How has the player supposedly breached your terms? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Also i wanna add that Casino Heroes isn't under MGA license, its Kahnawake Gaming Comission under license id: 00915. It should be changed here on CasinoGuru, so people should be aware for that.

Dear juusohalonen,

Thank you for the heads-up. I will update the license information in the Casino Heroes review. Just to give you a quick update, I have unfortunately not received any response from the Casino Heroes team yet. I will still continue in my efforts to contact them.

Dear juusohalonen,

Although I managed to get in touch with the casino representative, they, however, just briefly informed me that their security team flagged breaches of the casino T&Cs, as has been communicated to you via email. Sadly, no further information or evidence that could shed light on the situation has been provided.

Without the necessary information or evidence, we are not able to fully assess the situation, and we are forced to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission via complaints@gamingcommission.ca and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru