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After requesting a withdrawal I was asked to verify all payment methods used in the past on this casino.

The casino asked me to prove that the credit card is linked to my bank account. However this is not possible, a few months ago I used this credit card but it does not belong to me but to a family member.

I've read the T&Cs of the casino and noticed that I'm in breach of their terms and therefore payments made with that credit card are invalid as are all winnings and losses.

I've emailed the casino several times and asked to return all payments made with that payment method but I get no answer. The total amount deposited with this credit card was 3330€ and no withdrawals were made resulting from those deposits.

Dear Gozu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked terms and conditions, and yes, I found the same paragraphs that you have sent me https://www.casinoheroes.com/en/terms-conditions:

„Account security. It is your sole and exclusive responsibility to ensure that your login details are kept secure. You must not disclose your login details to anyone. We are not responsible for any abuse or misuse of your account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party. In case there is suspicion that such information should have been compromised you must inform us and take proper actions to prohibit or prevent any unauthorized access to any part of your account or funds. You are not allowed to transfer funds from your account to any other person, receive money from other persons into your account, or to transfer, sell and/or acquire, user accounts."

"Available methods. Available deposit and withdrawal options are listed on the Website and may differ from time to time depending on the jurisdiction of the Player. To the extent possible, all withdrawals must be done through the same payment method chosen by you when placing a deposit. You shall only use credit cards and other financial instruments that are valid and lawfully belong to you for deposits and withdrawals. You may not use company credit cards to deposit on the Website."

"No Liability. We are not liable for any losses, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to your use of the Website or your participation in the Games, including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, any person’s misuse of the site or its content or any errors or omissions in content."

"Indemnity. You hereby agree to fully indemnify and hold harmless, us, our directors, employees, partners, and service providers for any cost, expense, loss, damages, claims and liabilities howsoever caused that may arise in relation to your use of the Website or participation in the Games contrary to these Terms and Conditions."

Please understand that these rules have been breached from your side. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If the funds have been lost, you are not entitled for a refund.

If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Dear Gozu,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.