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Casino Heroes - won big tried to withdraw cancelled and blocked

Ruling

Found for the Casino - This player has opened multiple accounts from a single address and shared a payment method with another account. These activities are prohibited by terms because their are high risk of fraud and as such there's no grounds for us to require the operator to return funds.

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Player's Complaint

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

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1 Responses

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ThePOGG
June 7, 2017

Hi tamied111981 - welcome to ThePOGG.com!

Unfortunately there's nothing we can do for you in this case.

In the first instance you've broken the following terms if you haven't received explicit permission beforehand to have 2 accounts registered to the same household:

"3.2. You may only hold one Account with us at any single point in time. We reserve the right to close any multiple Accounts opened in the same name or in any way referable to the same person. At Hero Gaming’s sole discretion and in the event that we consider that multiple Accounts have been opened in genuine error, we may agree to credit one Account which you have opened with us with any balance remaining on your additional Account(s). Should we have reasonable grounds to believe that fraud has been committed or attempted, we reserve the right to cancel any related transaction, any bonus or any other promotion without prejudice to any other action. In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional bonus or benefit. Only one account may be opened per IP address and/or computer device/household."

The above term is specifically intended to prevent a single person signing up repeatedly under the names of people they live with in order to claim bonuses they are not entitled to.

You've also then used a 2 payment methods, both of which are in the name of someone else who lives at your address and in the case of one of the payment methods, this is a method that is frequently associated with this type of prohibited activity.

In short, if you're play is genuine, you've piled a profile that strongly resembles fraud on top of an anti-fraud term violation. I'm afraid that in this situation there's no chance you're going to get paid.

All we can recommend is that you ensure in future to fully read the terms before agreeing to them, play at different casinos to your wife and not use payment methods that aren't registered in your name.

Sorry we can't be of more help,

ThePOGG

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tamied111981 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

June 7, 2017

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