Casino Heroes - Учетная запись игрока закрыта, а выигрыш конфискован.

I am submitting a formal complaint against Casino Heroes, operated by Hero Gaming Ltd, which is licensed by the Curaçao Gambling Commission.

On June 13, 2025, my Casino Heroes account was closed after I provided KYC documents and without prior notice, and all winnings of 1400€ on the account were confiscated.

The operator claimed this action was due to a violation of their Terms and Conditions (specifically concerning unfinished game rounds).

I deny such violation. I requested access to my full game logs and transaction data in order to prove that I did delay game rounds and to defend myself.  The casino denied my GDPR request saying "such data shall prejudice our rights at law". Confirming that their claim cannot withstand examination.

I believe this refusal is a misuse of privacy law to avoid transparency and accountability. If I had access to my own gameplay logs, I could demonstrate that delay of game rounds occurred.

CasinoHeroes appears to be aware of this, and is knowingly withholding data to prevent customers from disproving vague and unverified accusations. This is a malicious and unethical practice.  

Additionally, the operator stated in writing that they had refunded my €100 deposit after closing the account. However, I have verified with my bank that no such refund has been received.

I respectfully request the Casino Guru to take this case seriously. I strongly believe that players have the right to access their own gameplay records, especially when such data is being used to justify punitive actions.

A licensed online casino should not be allowed to accuse a customer of violating terms while simultaneously denying them access to the very data that could disprove the accusation.  

I am attaching the email chain of my communication with CasinoHeroes. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jeijei,

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 which games you focused on - slots, live casino, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Could you tell me what games you focused on - slots, live casino, etc.?

• I played a slot game with the autoplay function, which means there can be no unfinished game rounds.

Did you pass verification before you lost access to your account?

• I passed the verification because I provided all the requested information, but as soon as I submitted the information, my account was closed.

Did you collect your winnings with or without an active bonus?

-The casino offered me a 100% reload bonus and I fulfilled the bonus wagering requirement and other terms of the offer.

Voisitko kertoa, mihin peleihin keskityit - kolikkopeleihin, livekasinoon jne.?

• Pelasin kolikkopeliä autoplay funktiolla, jonka takia keskeneräisiä pelikierroksia ei voi olla.

Läpäisitkö vahvistuksen ennen kuin menetit tilin käyttöoikeuden?

• Läpäisin vahvistuksen, koska toimitin kaikki pyydetyt tiedot, mutta heti kun olin lähettänyt tiedot pelitilini suljettiin.

Keräsitkö voittosi aktiivisella bonuksella vai ilman?

-Kasino tarjosi minulle reload bonuksen 100% ja täytin bonuksen kierrätysvaatimuksen ja muut ehdot tarjouksesta.

Dear Jeijei,

Thank you for your reply. Could you please forward the email in which the casino informed you of their decision to close your account? Additionally, could you please forward the email in which they refused to provide the game logs as well? You can reach me via email at [email protected], or you can post screenshot here.

Thank you for your patience and cooperation.

Here is the email decission of the casino to close my account. They said that I delayed game rounds.

I asked my gaming logs because I did not delay gamerounds. However, they refused to sent them to me, which proves that their claim is fraudulent.

Dear Jeijei,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casino Heroes representative to join this conversation.

Dear Casino Heroes,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Jeijei,

Thank you for your patience.

The casino has informed us that, following an additional internal review, they have reconsidered their previous decision. Your account has been reopened and the confiscated winnings have been returned to your balance.

You should now be able to access your account and proceed with the withdrawal.

Please let us know once you have successfully withdrawn your funds, or if you encounter any issues during the process.

Hey,

I received 1350€ withdrawal back to my account.

However, the 100 euros deposit hasn't been paid.

CasinoHeroes confirmed on the message, that the initial deposit has been refunded, but I haven't received it.

So most of my money is now returned. But could you ask about the refunded 100 euros. Thank you very much.

Dear Jeijei,

Thank you for your update.

According to the information provided by the casino, the refund of your initial €100 deposit should have been processed already in June last year.

If you are unable to locate this payment in your bank statement, we kindly ask you to contact the casino’s customer support directly and provide a bank statement from the account ending with XXX0676. This will allow the casino to further investigate the situation and assist you accordingly.

Please let us know if you need any further assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jeijei,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora