Casino Heroes now welcomes UK players

[aceking123]

no show of rep seems like your banging you're head against a wall , i closed my account down due to this sort of thing, seems odd the rep has not bothered with anything ((

 

[pinnit2014]

Iv asked out it again and once (if) given back I’m just simply closing account.

So much for the rep being more active.

 

[colinsunderland]

Try messaging LadyJelena, she started the thread so presumably she will have a contact she can ring or email and get a rep back onto the thread.
Even if she does though, the rep ignoring the thread isn't a good sign.

 

[pinnit2014]

On plus side support credited charges to account of 7 quid and played DOA to zero it- one off a wild line

 

[aceking123]

View attachment 86576
On plus side support credited charges to account of 7 quid and played DOA to zero it- one off a wild line

at least you got the credit they told me to show proof & it seems different standards from one player to another which is a issue they should treat every player the same period unless your a VIP member , even then they know they have a problem.

 

[colinsunderland]

A decent casino would have a note on the deposit screen, or at least email customers after a deposit, saying they are aware of a problem and if you get charges or overcharged to contact support for a refund.
Casinoheroes dont.

 

[pinnit2014]

I needed to send screenshot of bank but they only gave it for those in view, even though other deposits.

Given they know it’s happening I don’t even know why you need to show the bank.

Either way, withdrawn and gone

 

[slotter999]

I didn't have a great experience at this casino.

The deposits going through as euros is super annoying and I can't be arsed to go through sending screenshots of my banking for £5. They could have just taken it in the chin, acknowledged the failure on their part and comp'd you or paid out an overly generous amount to make up for it but chose a different way.

The more annoying thing for my was all the free spins not actually working and the subsequent chats with support being painfully slow. I gave up in the end and closed my account.

There are simply much better casinos out doing a much better job so why bother going through this when it's really of no benefit to me.

 

[CasinoHeroesRep]

Hi all,

I discussed the deposit in Euro subject with my support and finance team. This will be changed to only be in Sterling from next week. In the meanwhile, I have to ask you to please contact our support department and they will help you all case by case.

I will also make sure to follow this and other threads on Casinomeister more often to make sure that you get replies much faster. I will personally have some issues to sort out individual cases though as I don't have all the info necessary in hand and often need more personal details from you that is not that recommended to be shared in a public forum. I'm a new user in this forum so please bare with me a bit until I get the complete understanding of how things/issues/complaints/feedback are usually handled here.

We appreciate all the feedback that has come through here and as mentioned earlier much of the negative feedback could have been avoided from our end. I would have waited with the UK announcement here if I would have been aware of the issues brought up here.

 

[colinsunderland]

Y

Hi all,

I discussed the deposit in Euro subject with my support and finance team. This will be changed to only be in Sterling from next week. In the meanwhile, I have to ask you to please contact our support department and they will help you all case by case.

I will also make sure to follow this and other threads on Casinomeister more often to make sure that you get replies much faster. I will personally have some issues to sort out individual cases though as I don't have all the info necessary in hand and often need more personal details from you that is not that recommended to be shared in a public forum. I'm a new user in this forum so please bare with me a bit until I get the complete understanding of how things/issues/complaints/feedback are usually handled here.

We appreciate all the feedback that has come through here and as mentioned earlier much of the negative feedback could have been avoided from our end. I would have waited with the UK announcement here if I would have been aware of the issues brought up here.

You didn't know you were charging customers in a currency not specified on their account? As that is by far the main complaint. Also requesting proof of charges, you know they are getting charged, why not just refund say 10% of deposits and withdrawals to everyone, to cover the fees and a small amount as a sorry, rather than make people run around doing screenshots etc for your error?

 

[aceking123]

hi & welcome back ) well i shall let you sort out the other members firstly , but shall still state here that , your casino seems to have a different rule from one player to the next , i spoke with your live chat , i did not get any funds back into my account , your live cs was polite & was aware there is a problem , yet she could do nothing , but a few players here have been given something, this was for 10quid hardly earth shattering money were talking about. pm me please when youve sorted out these customers first )

 

[aceking123]

Y


You didn't know you were charging customers in a currency not specified on their account? As that is by far the main complaint. Also requesting proof of charges, you know they are getting charged, why not just refund say 10% of deposits and withdrawals to everyone, to cover the fees and a small amount as a sorry, rather than make people run around doing screenshots etc for your error?

Damn you was fast Colin

 

[CasinoHeroesRep]

Y


You didn't know you were charging customers in a currency not specified on their account? As that is by far the main complaint. Also requesting proof of charges, you know they are getting charged, why not just refund say 10% of deposits and withdrawals to everyone, to cover the fees and a small amount as a sorry, rather than make people run around doing screenshots etc for your error?

Hi Colin, the reason to why we need to ask for the proof of charges is because not all deposits from UK are affected by this.

 

[colinsunderland]

Hi Colin, the reason to why we need to ask for the proof of charges is because not all deposits from UK are affected by this.

Surely you can tell which currency you have used to charge someone's card?

 

[PaaskeDenmark]

Hi all,

I discussed the deposit in Euro subject with my support and finance team. This will be changed to only be in Sterling from next week. In the meanwhile, I have to ask you to please contact our support department and they will help you all case by case.

I will also make sure to follow this and other threads on Casinomeister more often to make sure that you get replies much faster. I will personally have some issues to sort out individual cases though as I don't have all the info necessary in hand and often need more personal details from you that is not that recommended to be shared in a public forum. I'm a new user in this forum so please bare with me a bit until I get the complete understanding of how things/issues/complaints/feedback are usually handled here.

We appreciate all the feedback that has come through here and as mentioned earlier much of the negative feedback could have been avoided from our end. I would have waited with the UK announcement here if I would have been aware of the issues brought up here.

Are you a female or male Rep?

PS on a serious note how come i did not get any emails or get notified about my old account? I registered many years ago.

Never anything about you closed for UK. Still i could carry on playing etc. And i was informed that UK players could carry on playing but only new uk players could not sign up.

All this just seems really unprofessional and also what happens to all my rewards or earned battles etc will something or all be transferred to new UK account?

no matter what i would understand when i open new account i can get the welcome offer for uk? Though not sure if i really want to as I am still not feeling to impressed about Casino Heroes.

 

[brianmon]

Surely you can tell which currency you have used to charge someone's card?

It's less expensive to just pay the players who have actually noticed the charges, and who are also willing to go to the trouble of sending in proof.

 

[CasinoHeroesRep]

Are you a female or male Rep?

PS on a serious note how come i did not get any emails or get notified about my old account? I registered many years ago.

Never anything about you closed for UK. Still i could carry on playing etc. And i was informed that UK players could carry on playing but only new uk players could not sign up.

All this just seems really unprofessional and also what happens to all my rewards or earned battles etc will something or all be transferred to new UK account?

no matter what i would understand when i open new account i can get the welcome offer for uk? Though not sure if i really want to as I am still not feeling to impressed about Casino Heroes.

Hi PaaskeDKnowUK,

I would like to ask you to contact our support who will be able to look at your account, history and answer your questions in a correct way.

In case you don´t want to do that. Please pm me with your email or username and I will investigate in this for you and help you sort out all questions you have.

Sorry to disappoint but I´m a male rep.

Have a nice weekend!

 

[RichyJ75]

Wish I'd known about the refunds re the Euro/GBP situation before I closed my account!

Lots of positives for the site, but the negatives swung it for me.

I deposited around £600, so around £630+ once charges gone through. Had a losing streak but had amassed lots of free spins in the chest. On my last £100 deposit I got up to £250, so decided to minimise losses for that period and went for a withdrawal, only to lose all the free spins I had won and intended on playing! Not happy. Logged on the following day, withdrawal still not processed so reversed it and lost. Unhappy with this, I closed the account! Boy am I a sucker for these knee jerk reactions!

Horses for courses and all that. I am confident the teething issues will be sorted, so good luck everyone!

 

[CasinoHeroesRep]

Wish I'd known about the refunds re the Euro/GBP situation before I closed my account!

Lots of positives for the site, but the negatives swung it for me.

I deposited around £600, so around £630+ once charges gone through. Had a losing streak but had amassed lots of free spins in the chest. On my last £100 deposit I got up to £250, so decided to minimise losses for that period and went for a withdrawal, only to lose all the free spins I had won and intended on playing! Not happy. Logged on the following day, withdrawal still not processed so reversed it and lost. Unhappy with this, I closed the account! Boy am I a sucker for these knee jerk reactions!

Horses for courses and all that. I am confident the teething issues will be sorted, so good luck everyone!

Hi RichyJ75,

Thanks for the feedback! Believe me when I say that we are working on all the feedback received here and as you say, all our teething issues in UK will be sorted.

We are also constantly putting effort in improving our product and adding new features to the site. Any negative experiences are noted and shared with the rest of the team as well. I also assume that any negative feedback is brought up here first but please feel free to also share your positive experiences with us and other readers of this thread.

Regarding the refunds re the Euro/GBP situation - please contact our support anyway and discuss your case with them or otherwise share your email or username with me in a personal message and I will see what I can do to help.

 

[RichyJ75]

Hi RichyJ75,

Thanks for the feedback! Believe me when I say that we are working on all the feedback received here and as you say, all our teething issues in UK will be sorted.

We are also constantly putting effort in improving our product and adding new features to the site. Any negative experiences are noted and shared with the rest of the team as well. I also assume that any negative feedback is brought up here first but please feel free to also share your positive experiences with us and other readers of this thread.

Regarding the refunds re the Euro/GBP situation - please contact our support anyway and discuss your case with them or otherwise share your email or username with me in a personal message and I will see what I can do to help.

Cheers for the reply.

Don't get me wrong, I personally think it is great that you guys are here with your casino and taking note on what we think - both good and bad. It is good to get lots of feedback from players in this environment, although some might frown upon us as being guinea pigs for any teething problems! Nevertheless, if these issues are addressed, then I am sure it is worthwhile. End of the day, there is very healthy competition out there and any casino which stands out from the crowd will always do well. It is best get these issues sorted early enough before people get disgruntled and a bad reputation lingers (names like Supaze Limited and Everymatrix will no doubt stir emotions elsewhere!).

I have taken my losses on the chin, such is the nature of gambling! The charges weren't envisaged and I suppose would be adding insult to injury if deposits lost and worked out more expensive than originally thought, but hey ho, shit happens!

I shall return in due course!

 

[kidgloves]

In all honesty, I wouldn't sign up here until the conversion problem is sorted for UK players. I would mention though, that when the rep has replied to specific problems, they have often referred the OP to CS on their website. Now I'm not saying that the rep should personally sort out every problem, however I do note that the number of times the rep has referred an OP to support rather than dealing with the problem themselves is not consistent with other reps of other sites where they have dealt with the issue personally.
This in itself does not breed confidence as far as I'm concerned.

 

[Valhalla]

Joined tonight, made a small deposit to test the site out, and since I have zero intentions of taking a bonus I headed straight for Dead Or Alive.

...wouldn't load.
All other games do, this is really annoying.

EDIT: Reel Steal as well. ffs

And CFTBL

Account being closed I think.

 

[Nicola]

In Casino Heroes defence, the NetEnt issue is affecting numerous UK casinos.

 

[pinnit2014]

Least my 103 withdrawal became 105 in my bank

 

[Lincolnuk]

so to update. I deposited 50. cost 51.88. won 280 tried to withdraw 3 times but i kept getting email saying it had been returned to my account due to a technical error. on the 3rd they sent a email saying try doing it by trustly, 15 min later 280 dropped in the bank