Casino Heroes

Casino Heroes is a completely new format for online casinos. It is a closed RPG world in which you travel to different islands, perform tasks, and defeat zombies. This interesting project has gathered a large audience in Europe and the Far East. In some countries, however, it is still relatively unknown.

So, what is it? A big provocation or a legitimate institution? Is Casino Heroes a scam or a real casino? We will find out right now.

Casino Platform

The platform was conceived in 2014, and in 2015 the operator was able to obtain its first license. For this reason, some sources confuse the year of its foundation. However, Hero Gaming Limited and Hero Island N.V., which incidentally also owns Betser Casino, have done their best: It is a well-designed, informative, and engaging casino. Casino Heroes adapts to different types of devices, browsers, and screen resolutions. Pages load quickly (especially because of the large number of graphic elements), and the elements do not “overlap” each other.

There are only six language versions: Swedish, Norwegian, German, Finnish, English and Chinese. This makes it clear that the platform is not intended for the CIS countries. Although these countries are not on the list of unauthorized users, it is impossible to specify them when registering. Security of users on the site is ensured by an anti-virus system. All transactions are processed using SSL security protocol. In addition, Casino Heroes cooperates with human rights organizations (BeGambleAware, etc.) and organizations that combat gambling addiction.

Online Version

The official site of the casino is designed in the style of role-playing battle games: a discreet dark blue background, a map of “battles”, interesting characters, and many hints that imitate training in a real role-playing game. The user “travels” through the islands that open up in the game.

In addition to the island map, there is the standard gaming room. It is traditionally divided into blocks of categories, and there are several similar tabs at the top: slots, flash games, live casino (temporarily inactive), jackpot games, roulette, blackjack, and table games. There is also a search box if you want to select a specific game by name.

The collection contains more than 1,100 games from different categories: Slots, card games (blackjack, poker, baccarat), and table games (roulette, scratch cards). The menu is very short and contains almost no information about bonuses, game currency (rubies) accumulation programs, and deposit/withdrawal methods.

Moreover, all the detailed information about licenses and legal documents is available in the footer. From the first seconds, the site impresses with its unusual design, for which you can forgive some lack of features.

The Mobile Version of Casino Heroes

The mobile version of Casino Heroes was also launched in 2015. The mobile menu is shorter: all the information in the footer is linked to the main sections as a small list that you can quickly search through. The profile is suitable for mobile devices, so there are no problems with small buttons or unreadable text. Overall, it is a good mobile version.

Downloadable Version

Casino Heroes does not offer a downloadable version. These days, all services need to be mobile and independent of physical location, so the old-fashioned PC agent is a rarity in today’s gambling world. At the same time, no one denies the advantages of the PC agent: None of the other versions can boast such good graphics (you can unzip additional files to the PC, which does not affect performance as in the case of a browser or smartphone) and independence from ISP blockades (if a certain casino is banned for use in your country, it will be problematic to download even from Google Play/App Store, while the offline agent remains untouched). In addition, the mobile version requires access to all the data on your device, while when playing on PC you keep your privacy.

Live Casino

In the live area, Casino Heroes has a lot of different table and card games. So if you are interested in this format, then you can enjoy the game!

Live casinos are popular with users and usually bring the biggest income to the institution. Only tournaments can compete in this area, and not in all cases.

Software Providers at Casino Heroes

Casino Heroes works with a small list of reliable developers who are valued by users: NetEnt, Microgaming, Play’n’GO, Betsoft Gaming, Rabcat, Yggdrasil Gaming, Push Gaming, Playson, Evolution Gaming, NYX. As for the software of the aforementioned developers, the first thing to note is the unbiased random number generators, which have been repeatedly checked by regulators and professional organizations. In addition, the studios set strict bureaucratic criteria for partners. All of this together creates a good impression of the provider.

User Account

Registration in Casino Heroes does not take much time, but the user must provide and confirm a lot of personal information. The first step is to enter an email address, name, and password. There are many requirements, which are displayed as hints when filling out the fields.

Next, enter your home address, as well as your postal code: it is used to check the correspondence between the location of your device and the entered address data.

The third step is to confirm your cell phone number: an SMS with a 16-digit access code will be sent to your phone.

When all these steps have been successfully completed, you will finally receive access to your account. Everything is very simple here: information about your current account (real currency, game currency: rubies), credit/debit history, adjustment data, connected bonuses, and available deposit services. To access the game lobby, click on the logo. To return to your profile, click on the profile icon.

Bonus Policy

The most interesting part of the casino bonus program is undoubtedly the savings system. The starter package is not bad either, but it offers strict wagering requirements. There are other interesting bonus offers as well. Except that promo codes are no longer valid at Casino Heroes. Let’s look at each category of promotions individually.

No Deposit Bonus

Casino Heroes does not offer no-deposit bonuses. We believe that this is the provider’s desire to stop the flow of fraudulent withdrawal requests. The problem is that such promotions “tempt” unscrupulous users to get money into their accounts and then try to withdraw them, even without wagering.

Deposit Bonuses

Casino Heroes offers bonuses on your first deposit: 100 % (up to €50). The wager for the bonus is x40.

Cumulative Bonuses

Casino Heroes has introduced an interesting system for collecting extra currency: Rubies. They are awarded for victory over the bosses in the quests, travel, victories in tournaments, and for funding the account: 1 ruby is credited for a bet of 75 euros. The administration puts the currency of the prize in the “chest”. If you do not make a bet, you can “lose”. After wagering (at the same rate x40 as in all other promotions offered by the casino) rubies are transferred to the customer’s account, who can exchange them for real money or spend them on prizes in the Ruby Store.

Regular Bonuses

These are free spins that are awarded for each deposit depending on the amount: 25 free spins are given for a deposit of 10-19 euros, 60 free spins for a deposit of 20-29 euros, and so on. The bet is the same: x40. The period during which the player must fulfill the conditions of the promotion, not to lose bets, is also 30 days. It is important to know that in the process of betting, the money is first debited from the personal account and only then – from the gaming account. Therefore, if you do not convert your bonus, you will incur losses on your own money.

Tournaments

These are outreach missions to countries and islands marked on the map. In most cases, these are one-week promotions. The prize funds can reach €15,000,000. There are also traditional slot tournaments with progressive jackpots.

Players Club/Loyalty Program

We haven’t found a VIP program for Casino Heroes. It has been “replaced” by a bonus points system that encourages users to be active.

Deposit and Withdrawal at Casino Heroes

An important disadvantage of the casino is that you can use only one currency – euros. The choice of this currency unit is explained by the fact that the casino is mainly focused on European players. However, this is not always practical. In addition, residents of the Far East regions, who can register on the site (for example, the Chinese), must pay a conversion fee.

As for the methods of withdrawal and deposit, everything is better. You can deposit money in several ways: VISA/MasterCard, Neteller, PugglePay, Skrill, Trustly, Zimpler, EcoPayz, Neteller, and bank transfer. The minimum deposit amount is 20 euros. Money is immediately credited to your account, and the Casino Heroes welcome bonus is credited immediately thereafter (if you have not turned it down).

The payout procedure sets not only the minimum limits (the same €20) but also the maximum amount: no more than €2,000 can be canceled per transaction. In addition, the terms and conditions state that the management has the right to divide winnings over €20,000 into several parts and pay them in installments (we will tell more about that later). For withdrawals, you can use VISA/MasterCard, bank transfer, Neteller, and Skrill. Transaction time depends on the service you choose and can take up to 5 business days, not including the time needed for the administration to process the application.

Withdrawal Complaints

The comments about Casino Heroes complete the pleasant picture created with the concept, design, and functionality of the site in mind. Many users report problems with payments in this casino: regular refusals to withdraw money or even ignoring by the client, long verification procedures that eventually lead to nothing, and even situations when the money sent by the client is not credited to the account (even with the account statements support refuses to admit the error on their part). Overall, the casino’s service has been disappointing for most of the customers who have expressed their opinions online.

License and Regulators

Hero Gaming Limited has been licensed by three different regulatory bodies: the Malta Gaming Authority (company registration number – C61794), the Government of Curacao (sub-license number 8048/JAZ2015-004), and the United Kingdom Gambling Commission (license number – 000-048300-R-326623- 001).

This shows the provider’s willingness to play with open cards and its responsibility to the players. However, to complete the picture, you should also read the user agreement, which reflects the most important details of the legal relationship between the player and the casino management.

Complaints About the Casino

As mentioned above, Casino Heroes reviews contain a lot of critical comments. In addition to being unreasonable from the customer’s point of view, the refusal to withdraw funds leads to dissatisfaction with the support service, which may ignore the client or respond with standard phrases (some users even suspect that these responses are generated by robots).

Where to Complain About the Casino?

If you encounter injustice as a Casino Heroes customer, you should first write to the casino’s technical support team. There is no special mailbox for complaints against the casino. Therefore, you should send your letter to the main email address: [email protected].

We do not recommend you leave a request in the chat room, as it has no legal effect. It can take up to two weeks to investigate your complaint, which is normal for any service provider. If your situation is not resolved after this time, it is wise to leave a request on the website of the Malta Gaming Association (in the special section) or contact one of the human rights organizations: e.g. ODR.

Customer Support

You can contact Casino Heroes customer service through the following channels:

• 24/7 Online Chat.
• E-mail [email protected].

In the first case, you will get an answer immediately. In the second case, you will have to wait up to 5 hours. At least, that’s the time frame the administration specifies for when you should expect a response to your letter. Of course, we’re talking about standard cases here, not urgent matters, which, as mentioned, may take up to two weeks to resolve.

User Agreement

The General Terms and Conditions (User Agreement) contain several points that all players should know. After all, non-compliance with these rules can lead to the loss of funds and the blocking of an account. Let’s look at some of these points.

Incorrect or False Information

You are responsible for entering the correct personal information. If the information you provide is incorrect be it a typo or intentional misrepresentation of information, the authority may consider it a violation of the law and block the account. So we recommend that you take the registration process seriously.

Suspicion of Fraud

If fraud is suspected, the account may be blocked without warning. Reasons for this are usually unverified data, documents that are difficult to identify, or the user’s actions in the game (e.g. the use of strategies).

Verification Before Payment

Casino Heroes’ payment processing staff is authorized to conduct additional payment verification procedures. For example, if you win more than €1,000, you will need to provide copies of your passport, utility bills, or other supporting documents.

Payment in Installments

If the payment exceeds the amount of 20,000 euros, the authority reserves the right to transfer it to you in several installments over a “certain period”. Unfortunately, the supplier does not specify the exact period.

Inactive Account

Inactive and dormant accounts are profiles that have not been accessed for a certain period. In the first case, it is 12 months, and in the second – 3 months.

If you have not accessed your account during this period, after prior notice (and if you have ignored it), the authority will assign it the appropriate status and start charging an account maintenance fee of 5 euros per month. When you activate your account, you can, of course, get this amount back, but only if you can prove that you were unable to log into your personal account for objective reasons (no internet connection, health problems), and not because you forgot/negligently did so. In all other cases, money will be deducted until the balance is restored to zero.

Assuming All Risks

This section states that by signing up for the Casino Heroes website or app, you assume all risks; any potential losses (direct or indirect) that you may incur cannot be brought as a claim against the casino. These include technical failures, account hacking, and human error.

Moreover, even if your complaint against the casino is successfully resolved by a third party (such as the MGA), the maximum amount of compensation set by the provider is 100 euros.

Therefore, we advise you to be prepared for difficulties in obtaining winnings, if you decide to use the services of this casino.

Is Casino Heroes a Scam or a Reliable Casino?

Casino Heroes left a mixed impression. On the one hand, it has an excellent concept, interesting games, and a diverse bonus policy. On the other hand, its choice of focus on a European audience inspires respect, and its functionality reflects this orientation. Moreover, Casino Heroes has no problems with licensing, and human rights organizations are on its list of partners.

It seems that the casino respects its customers. However, many reviews and comments on the Internet show the opposite: players are often ignored, refused payments, and made to endure tough demands. The terms and conditions leave little room for justice, as they absolve the operator of liability for losses. Of course, Casino Heroes is not a scam, but we recommend using its services with caution after reviewing all documentation.

Conclusion

Casino Heroes – is a brilliant and ambitious project. However, its colorful and adventurous atmosphere hides a lack of respect for the people who use its services. Can you win at Casino Heroes? That depends on your decision and luck. However, we definitely do not include it in our list of recommendations.