Casino Heroes— player complaints: 7 in English

Hello. I played on this casino 26.3.2021. I claimed the welcome bonus and won with my own money so I canceled the bonus and withdrew the winnings. I've sent them proof of my address, ID and a bankstatement that has the deposit that I made to their casino. Now the casino is asking a bank statement of my second account and will not pay if I don't give them that. I don't want to give it due to my own privacy and I don't think they have the right to ask for it. Also doesn't this break the GDPR?

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 that does not belong to me but to a family member. I've read the T&Cs of the casino and noticed that this is not allowed and payments made with that credit card are invalid. I've emailed the casino several times and asked to return all payments made with that credit card but I get no answer. The total deposit amount made with this payment method was 3330€ and no withdrawals were made resulting from those deposits.

I asked to permanently close my account in march 2018 the casino then let me reopen it spending thousands i asked by email why and how this had happened the email was not respond too the account left open for me to deposit hundreds more i feel i been let down by this casino i can forward email from them telling me my account was permanently closed

I am registered with Gamstop and am barred from all UK sites. However I was able to open an account with his company and deposit and lose £3500 in an hour. I did have some winning but wasn’t allowed to withdraw them and lost them. I understand this company don’t have a licence for the UK and I’d like to get my money back as I don’t think I should have been permitted to deposit them in the first place.

Hello, I wanted to check with you please before submitting a complaint in full if you consider complaints about responsible gambling where I feel that a casino should have made further checks on my income/affordability while I deposited about £8000 and lost about £5500 in 6 weeks of play before self-excluding myself due to my gambling addiction? I've read through the FAQs and a number of the resolved complaints but none seem to be about responsible gambling as such. Many thanks for your help [EDIT]

This is a complaint I shouldn't be making, if only somebody would TALK to me! CH are decent but recently they tried to pay me July's commission on around 15/08. The Neteller transaction failed, I only found this out by checking in the account, I had no communication. They have a new rep who I added to Skype who does reply eventually to messages, who simply stated he was new and 'nothing to do with payments' which is one I've never heard before from a rep, but hey-ho. He gave me an e-mail address to palm me off, radio silence from that. I even tried to contact them via CM, radio silence again as rep there not logged-in for 2 months. So I have no other avenues open other than to use the POGG again for something that's as basic as simply getting a reply and not being ignored. I have seen Neteller fail before at LeoVegas, the rep simply retried with me on Skype a few times then it went through. All I need is some communication to resolve this. Really frustrating that I'm even here filing a beef. Frankly someone isn't doing their job at CH. Cheers [EDIT]

Hi I won 37000 dollars plus had at least 3000 plus I was on complimentary spins on rabbit in the hat at $18 and they suspend me and closed my account due to bonus violation and multiple accounts. Now in fact the 2 accounts are 1 mine and my wifes. My wife did have another account but could not get into it and didn't have that email anymore so she re registered but after a while heroes said about the 2 accounts she explained the situation they said ok we will close other account. So as far as she was aware that was the end the same thing happened to me as I incurred a brain injury I didn't no my details ect the closed that so when I deposited we only had 2 account mine and hers when I withdraw I explained that I had used my wife's Neteller and credit card but she was aware and can get a letter from her that they said it was all fine and provide documents then 2 hrs after while still winning the suspended me and now closed acc I want my winning