Heroes Casino

Use our Forgot password link beneath the Password box, enter your email and select Send instructions, then follow the Reset Password email. Check your junk or spam folder if needed. Contact Customer Support if the message does not arrive or login still fails.

You may only have one account with us at any time. We may close duplicate accounts and transfer a remaining balance to one account at our discretion. Winnings or bonuses from duplicates are forfeited. If duplicates were created to exploit promotions, we may also cancel related transactions and bonuses and confiscate winnings.

We notify you by email or an on-site pop-up when documents are required. Log in and use our document uploader under My account and Identity for information about what to submit. If uploading fails, you can email Customer Support.

We may request an ID card, passport or birth certificate with all four corners and the front and back visible. We may also request a utility bill no older than 6 months showing all four corners, the issuer, recipient and issue date. We may request your latest payslip and a bank statement showing your account number, bank logo or name, and incoming and outgoing transactions from 3–6 months back. You can download the statement as a PDF through online banking or ask your bank for guidance.

Depending on the origin of the funds used for playing when it is other than salary, we may request evidence of gaming winnings and withdrawals, dividends or private-company profits, property, company or asset sales and their contracts or proceeds, inheritance and a will, investments and proof, divorce or separation and a settlement or decision, retirement income and bank evidence, or other source-of-income documents. Withdrawals stay pending during verification and are processed when it is finalised.

We may conduct security checks at any time to verify identity, activity or funds. We may request government-issued ID, a recent utility bill or bank statement, cryptocurrency wallet transaction history, and source-of-funds or source-of-wealth evidence. We may suspend or terminate your account or registration, or withhold payments, until the information is supplied and satisfactorily reviewed.

An account with a real-money balance becomes paused after 3 months without access, when we may charge 10% of its balance per month. At 12 months without access it becomes inactive, and we remove its real- and bonus-money balance.

Our deposit and withdrawal options vary by jurisdiction. Payment methods must be registered in your own name, and third-party or company cards are prohibited. Withdrawals use the deposit method where it permits a return payment. If we identify third-party funds, we may suspend or permanently close your account and forfeit winnings.

We accept fiat deposits such as EUR and supported cryptocurrencies, while Euro is our official account currency. Deposits can be instant or take up to one working day depending on the method. We display processing times beside the methods in the deposit section, and we may assign minimum deposit levels and maximum deposit levels specified in our casino.

Our ordinary deposit treatment has no fees from our side, although we reserve the right to charge processing fees on deposits and withdrawals, which we communicate during the deposit process. Currency fluctuations may change the Euro amount shown in your account. Deposits should be commensurate with gameplay and wagered 100%. If we suspect insufficient-play or exchange-rate abuse, we may cancel deposits partly or fully, retract related costs and close the account indefinitely. At our discretion, we may require satisfactory deposit proof and additional identification before processing a withdrawal.

If a deposit has not been credited, funds can take up to one working day to return to your bank account. A failed card deposit may mean your bank has reserved the funds, with return timing dependent on the bank or issuer. Contact us by chat or email if funds have not returned after one working day. If a bank-transfer transaction-limit message appears, the deposit is processed as a normal transfer rather than an instant transfer, and funds should reach your bank account within 1–3 business days.

For a credit card deposit, the amount is reserved for three working days and debited after the third day if everything is in order. Your statement and available credit may therefore update after our account balance. Past deposits appear in Receipts under My Account.

Your real money balance must be at least €20 or the equivalent to make a withdrawal with us. We use the original deposit currency where possible. Fiat withdrawals are made in EUR and your provider may convert them, while crypto withdrawals use the deposit cryptocurrency unless otherwise agreed. Currency conversion, exchange-rate differences, network fees and associated premiums are your responsibility.

Our payment personnel process withdrawal requests within 4–5 hours unless extra verification is needed. Receipt after processing depends on the payment method. A withdrawal attempt should be approved or denied within three days, although finalisation can vary. If money takes more than ten days to arrive, we inform you of the reasons for the delay.

After processing, our withdrawals can arrive instantly or take up to 5 working days depending on your country, payment method and bank. Bank withdrawals are usually instant to 3 days, credit card withdrawals usually take 3–5 days, and electronic wallets Skrill and EcoPayz are usually instant.

We may delay withdrawals to obtain legally required documents or information. If you win and choose to withdraw €15,000 or more over 30 days or less, we may pay the winnings in instalments over a period. We may conduct additional verification for single or cumulative deposits or withdrawals of 2,000 Euro or more, or the currency equivalent. Lower payouts and random security checks may also prompt identity, residence, source-of-funds or wealth documents and self-photos.

We may verify ownership and use of a payment method before or after a transaction using bank-card, eWallet, crypto-wallet or other payment-service documents. Unsatisfactory documentation may delay processing, cancel transactions, lead to confiscation of winnings or suspend your account. Apart from those processing fees, we do not charge ordinary withdrawal fees, but we may charge a fee if you request a withdrawal before turning over at least the deposited amount.

You can cancel your pending withdrawal in our withdrawal section using the Cancel button beside it. Funds stuck in an aborted game cannot be withdrawn from our casino. Upon account closure, we promptly transfer remaining funds to an available payment method in your country registered in your name, subject to applicable withdrawal fees.

For slow games, we recommend updating your browser and clearing history, cookies and cache. You can then try another browser or contact Customer Support by chat or email. For loading problems, try Mozilla Firefox or Google Chrome, another phone, tablet or computer, or restart your device. After clearing browser data, reopen the browser, log in and try again.

If you lose your connection during a round, the round continues and pays any winnings normally. A stuck round produces an error message, in which case you need to contact our Customer Support.

We offer Deposit Limits, Wagering Limits, Loss Limits and Reality Checks, which you can set through our limits link while logged into your account. Our account limits can cover a 24-hour, 1 week or 1-month timeframe and apply once you confirm them. You can initiate deposit limits through My Account or by contacting support through email or chat. A first limit takes effect once registered.

You may amend our limits at any time. A decrease in the deposit limit takes effect immediately and an increase takes effect after 24 hours. Our calendar deposit-limit periods run for a day from 00:00 to 23:59 CET, a week from Monday to Sunday, or a calendar month. A newly activated monthly limit runs to month-end. Withdrawals increase the permitted deposit amount. Once you reach the limit after accounting for withdrawals, you cannot deposit more during that period. Limits apply per casino, not per licence holder or company.

Our timeout can be set in your account for one day, one week or one month, or for six weeks by contacting Customer Support. When your chosen time-out has elapsed, your account with us reopens automatically.

For a break unrelated to a gambling problem, we offer standard account closure or freezing through Customer Support. Standard closure can be reopened on request through that contact, and we may ask why before reactivation. For a gambling problem, use self-exclusion instead.

You can activate our self-exclusion while logged in or by contacting our Support Team. It keeps the account closed for a minimum period of 6 to 12 months and can be extended through Customer Support for one or more periods of at least six months. Our self-exclusions take effect immediately upon notification to our Support Team or submission through our casino interface where applicable, and you may choose a definite or indefinite period. If you increase the duration of an active definite self-exclusion with us, the extension takes effect immediately. Creating another account while you are self-excluded is strictly forbidden with us.

Gambling Therapy provides support and counselling for anyone adversely affected by gambling, and its helpline is 01384 241292. We also recommend gambling-site blocking software. GambleAware offers gambling-related assistance.