The player from Germany had been attempting to withdraw €3,500 of his €12,000 winnings from Lucky Heros for the past 9 days. His verification had been blocked and despite multiple attempts to send documents and contact via chat, there had been no progress. The player reported that the casino continued to reject his documents and eventually blocked his account. After reviewing the case, we found evidence that the player had used third-party funds to deposit in the casino, which was in direct conflict with the casino's terms and conditions. Therefore, the complaint was rejected.
Lucky Heroes Casino - Player’s withdrawal is delayed due to blocked verification.
Amount: €1,500
Lucky Heroes Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.6
Lucky Heroes Casino has a Safety Index of 6.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
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Hello, I frequently deposit and I have won €12,000 at Luckyheros. I would like to withdraw €3,500 of this money, but for 9 days now, my verification has been blocked. I've been trying to confirm my documents for 9 days, but they reject them even though they are accepted at other casinos, including their partner casinos (Playzilla, Boomerangcasino).
I have contacted the chat multiple times, however, they are simply toying with me and making me wait up to 60 minutes only to close the chat due to "inactivity".
I have no other option but to seek help. The casino suggests that I send an email with the documents, which I have already done 3 times with absolutely nothing happening as a result.
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8 months ago
Dear Paralel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how long ago you registered your account?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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8 months ago
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Hello, thanks for the answer!
So 3 out of 4 documents have now been verified and confirmed!
The 4th and unconfirmed document is a confirmation of the card, a photo or document from the bank containing the card number and the name of the bank account holder. I downloaded this document from my bank (Revolut) and sent it several times (via email) as it cannot be uploaded to their site. It says the desired format is PDF but they don't accept my PDF so I'm forced to upload a photo instead of a PDF. That's why I sent it by email to the casino 3 times, the first time on March 8, 2024, but I haven't received a response yet.
I currently have a balance of; 16350€ of which 1500€ is waiting for approval.
I deposited €10 and accumulated my winnings without a bonus.
I played alternately, sports betting and casino (only slots).
And I honestly don't know how long I've been registered there.
Maybe the document will be accepted as the days go by.
I look forward to any help
And thank you
Best regards
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8 months ago
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So the document is rejected all the time and I don't get any response by email
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8 months ago
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It's now been 10 days, 7 emails have been sent (not a reply)
And the support in the live chat keeps repeating "you will be notified by email". My document from the bank (card confirmation) is permanently rejected!
I honestly don't know what else I can do.
It's very nice how you gamble away your money every day, lose several houses and cars and then you are treated like that when you get a possible payout. Correct Correct!
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8 months ago
Thank you very much, Paralel, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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8 months ago
Hello Paralel,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Lucky Heroes Casino,
Could you possibly provide additional information regarding the delayed verification and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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8 months ago
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Hello, thank you very much for the support.
The amount in dispute has increased to €12,000.
I now have around €12000 (out of over 30k) that I want to withdraw.
I contacted the casino again today, as I have done several times before, and the casino starts again every day. I am supposed to try again, then send a screenshot of the error, then the casino says "we will forward it to the relevant department and you will be notified via email", which is a lie. And then I'm told to try again using the "additional tab" and then send it via email (because it doesn't work that way either).
I've been doing all of these steps every day for almost 2 weeks now, and still the story repeats itself every day. There is no end. Now third parties have to intervene and clarify the matter because it makes no sense to waste your time every day with an uncooperative "casino".
I hope we find a solution 😁
Best regards
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8 months ago
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Hello, strangely enough, the document upload has now worked, I think we should wait 2-3 days now
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8 months ago
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So my documents were rejected again, unfortunately I don't have any more documents. I do not know how to continue
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8 months ago
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Account is now verified! Please leave the thread open until everything is paid out!!
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8 months ago
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I wouldn't pay 1 cent into this dirty casino again in my life!
My account still hasn't been verified and the answers are always the same! I would not recommend this casino to anyone!
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8 months ago
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I won well over €2,000 at Playzilla months ago and was able to pay out €600 after 4 weeks, using force and the influence of third parties. At boomerang Casino, €650 was confiscated from me 2 months ago due to a "system error" and now at Lucky Heros, all casinos from the same group, and now at luckyheros, strangely enough, it hasn't been verified even after 3 weeks. I have deposited more than €50,000 in real money in this casino group and when it comes to possible withdrawals they do everything they can to prevent it.
There are few good casinos that pay out as quickly as you deposit, but there are some and I think you should stay loyal to the good casinos and you should clearly boycott casinos like "luckyheroes" and everything that belongs to their group.
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8 months ago
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Today, documents that they had already checked at least 10 times before were requested again.
Interesting tactic
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8 months ago
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It was rejected again! Unfortunately, Casino Guru doesn't answer me anymore either.
Luckyheroes plays the same game with me every day, screenshot of the error, send an email and wait for a response by email 😅.. I've been hearing this for almost 4 weeks and so far I haven't received a single email from this dirty casino except the confirmation of receipt of my emails!!!
If someone should still deposit there with the hope of winning, then unfortunately they can no longer be helped.
I had over €30,000 on it and unfortunately I've already let go of the amount, I have to check stress every day, there's news and I'm being taken for a ride in the live chat, I don't have the nerve anymore!
Keep my money, you poor bastards!
I don't know how casinos like this are even tolerated in Europe.
This casino group is banned
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8 months ago
Dear Paralel,
I am trying to contact the casino internally. I will let you know here with any details.
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8 months ago
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Hello my account has been blocked and my withdrawals canceled!!!! The sons of hens can't just pull something like that 
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8 months ago
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None of this helps because my account has been blocked!
Why was my previous comment deleted?
Don't you want people to know what's going on here?
Luckyheroes Casino and all other casinos in the group are scammers.
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8 months ago
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I contacted these children via live chat and they said write an email, I did that and still didn't get an answer 🤣
Do I have to contact my lawyer now?
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8 months ago
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Some of my comments are set to private for whatever reason 😅
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8 months ago
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.
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8 months ago
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How poor do you have to be as a casino and treat customers like that?
Which regulatory authority is responsible for such casinos?
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8 months ago
Dear Paralel,
I am in contact with the casino representative outside of this thread. Currently I am waiting for more information from the case, I will let you know here in the thread as soon as I have something.
Your patience is greatly appreciated.
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8 months ago
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The ****** ****** should tell you what's the matter, it can't be that you're being ripped off after depositing thousands of euros haha, how poor you must be
Edited by a Casino Guru admin
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8 months ago
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I have told many and will continue to tell everyone who asks me about good casinos that this group of providers are scammers and don't want to pay out money because they are poor and are looking for one reason after another.
I probably sent 50 PDF files to the casino. How come? Not even any office wants as many documents from a person as this casino does from people who want to pay out. They just block it and probably hope that the player loses everything again or something else. Poor.
The funny thing is that the documents are constantly accepted and after days, just before everything is complete, some document is rejected and requested again. It's obviously fraud. Anyone who doesn't see this should get checked!
And that my account is then blocked haha a casino has to be that poor.
I want all my deposits back if I can't have my winnings. I demand my deposits back from every casino in the group! cheater
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7 months ago
I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
Your case is being worked on actively, and posting multiple offensive comments towards the casino will not help speed up the resolution of your case whatsoever. I understand these times must be frustrating for you, but please bear with us. We are only trying to help you here. I can assure you I am in direct contact with the casino representative and I will let you know here in the thread as soon as I have any kind of update regarding your case.
I have asked the casino about the situation, now I am waiting for them to respond.
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7 months ago
Dear Paralel,
From the evidence I was able to review, it seems like you have used 3rd party funds to deposit in the casino, which directly conflicts with the casino's terms and conditions. Could you comment on this issue? What was the source of the funds you used for depositing?
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7 months ago
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I work like a dog every day for money, I have a wife and a big family behind it. How do you care how I make my money?
From which "third parties" should I have received funds?
If the "third parties" are transactions between me and my wife then it's a pointless question from you.
Otherwise, my money comes from honest work. Casinos like lucky hero eat and drink at my expense and then refuse to pay out my winnings. Where do we live?
I demand my deposits back.
Otherwise I will contact the regulatory authority and take legal action.
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7 months ago
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I work like a donkey for 8 hours every day for my money.
Shameful
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7 months ago
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In the end, I paid my money (self-earned money through honest work and of course also taxed) into these casinos and was cheated. I can't do anything with your statement "third-party funds". And how can something like that be in direct contradiction to a casino? And why was nothing discovered and reported before? This is a clear scam! I don't care about the money, I have enough to burn it and throw it out the window 😁. Thanks to this scam, I no longer play in casinos. And now I have a lot more money available, a great feeling. And I'm starting to have the feeling that Casino Guru, Ask Gamblers and Gamble Joe are such scammers! Long story short, it's none of your business where my money comes from and what I do with it is none of your business. I have enough resources to afford 5 lawyers against you.
And I demand a detailed and extensive definition of what you mean by "third party providers". Unfortunately, with so little information, I cannot provide a reasonable opinion.
Thank you for nothing ☺️
You enjoyed my money🤑🫣
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7 months ago
Dear Paralel,
From the evidence I was able to review it is clear that you have used funds from a 3rd party to deposit in the casino. I was able to review your bank statement, where it was clearly shown you had an almost zero balance, then the third party payment was received, after which you have used these funds to deposit to the casino. Such activity is strictly forbidden, as stated in the following casino terms:
9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:
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engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
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void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
Forbidding the usage of 3rd party funds protects the casino from money laundering attempts and the casino's procedure is completely understandable and correct in this case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
