burger icon
Casino Heroes United Kingdom
Log In

Terms & Conditions

These Terms govern your relationship with the operator of the online casino service offered via the website heroecas.com, branded for the UK as Casino Heroes (together, the "Website"), and set out the terms and conditions applicable to your use of all products and services made available on or through the Website. By registering an account, accessing or using the Website, you agree to be bound by these Terms as updated from time to time. These Terms take effect from 6 November 2025 ("Effective Date"). If you do not agree with any provision of these Terms, you must not use the Website.

Definitions

For the purposes of these Terms, the following definitions apply:

  • Operator means Hero Gaming Limited, a limited company registered in Malta under company number C 61794, with registered address at Level 0, Spinola Park, Triq Mikiel Ang Borg, St Julians, SPK 1000, Malta, which operates the Website heroecas.com and the brand Casino Heroes, including its UK-facing version Casino Heroes.
  • Website means the online casino platform accessible at https://heroecas.com and its relevant sub-pages, including but not limited to /en/terms-and-conditions/, /en/bonus-terms-and-conditions/, /en/privacy-policy/ and /en/responsible-gaming/.
  • User or Player means any natural person who accesses the Website, registers an account, or otherwise uses the services provided by the Operator.
  • Account means the personal online account opened and maintained by a Player with the Operator for the purpose of participating in the games and services on the Website.
  • Bet or Wager means any amount of real money or bonus funds staked by a Player on any game or event available on the Website.
  • Games means the casino, live casino and any other interactive gambling products made available on the Website from time to time.
  • Bonus means any promotional offer, including free spins, bonus money, cashback, loyalty rewards or similar incentives, credited to a Player in accordance with the applicable bonus terms and conditions.
  • Wagering Requirement means the total amount in real money stakes that must be placed in order to convert bonus funds and associated winnings into withdrawable cash, as specified in the relevant promotion.
  • Payment Method means any debit card, credit card (where legally permitted), e-wallet, bank transfer, prepaid voucher, or other payment solution, including any permitted crypto-asset payment channel, that is accepted by the Operator from time to time.
  • UK means the United Kingdom of Great Britain and Northern Ireland. References to Great Britain relate specifically to England, Scotland and Wales.
  • Regulator means, as applicable, the Malta Gaming Authority (MGA), or any other competent gambling regulator with jurisdiction over the services offered on the Website.

Account Registration

Eligibility and Age Verification

  • OBSERVE: You may only open an Account if you are at least 18 years old and legally permitted to participate in online gambling under the laws of your country of residence. For Players located in the UK, you must be 18+ in accordance with the Gambling Act 2005 and related legislation.
  • EXPAND: By registering, you confirm that (a) you are not self-excluded via any national or operator self-exclusion scheme (including any scheme applicable in Great Britain such as GAMSTOP, where relevant), (b) you are not accessing the Website from a jurisdiction where online gambling with the Operator is prohibited, and (c) you are acting on your own behalf and not for any third party.
  • REFLECT: The Operator may request proof of age and identity at any time and will suspend or close your Account, and may void bets and confiscate funds, if you are found to be underage or otherwise ineligible.

Account Creation Process and KYC

  1. Registration: To create an Account, you must complete the online registration form on heroecas.com, providing accurate and complete information including your full name, date of birth, residential address, email address and, where requested, phone number.
  2. Email Verification: You must verify your email address by following the link sent to you by the Operator. The Operator may restrict access to games, deposits or withdrawals until verification is completed.
  3. KYC Documentation: In line with anti-money laundering and counter-terrorist financing obligations under applicable EU, Maltese and UK-related standards, the Operator may require copies of identity documents (e.g. passport or ID card), proof of address, proof of ownership of Payment Methods, and information about source of funds or wealth.
  4. Due Diligence Cycle (Observe -> Expand -> Reflect): The Operator will (a) observe your registration details and gameplay patterns, (b) expand checks where risk indicators are identified (including enhanced due diligence for higher-risk profiles), and (c) reflect the outcome in proportionate measures such as applying limits, requesting further documentation, or suspending the Account.

User Obligations and Account Security

  • Accuracy of Data: You must keep your Account information up to date and notify the Operator promptly of any changes. The Operator may rely on the accuracy of the information you provide and is not liable for any loss arising from inaccuracies you fail to correct.
  • Password and Access: You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted through your Account. You must not share your credentials or allow any third party to access your Account.
  • Single Account Policy: You may only hold one Account with the Operator for Casino Heroes. Duplicate accounts may be closed and any bonuses cancelled. Real money balances will be handled in accordance with the Termination & Suspension section.
  • Verification Changes in 2025: From and after 2025, the Operator may conduct more frequent verification checks and re-confirm your identity or address where required by regulatory updates or internal risk assessments.

Betting & Gameplay Rules

General Rules for Placing Bets

  • Stake Limits: Each Game has minimum and maximum bet limits displayed within the Game interface. You must ensure that your Bet is within those limits before confirming. Attempted bets outside the limits will not be accepted.
  • Bet Confirmation: A Bet is considered placed and accepted only when it appears in the Operator's transaction log and the corresponding balance adjustment is visible in your Account. If any discrepancy arises, the Operator's records, as verified by its systems and independent testing, will prevail.
  • Game Rules: The rules for each Game, including pay tables, return-to-player (RTP) information and special features, are available within the Game or in a dedicated information section. By playing, you agree to those rules.

Cancellation and Modification of Bets

  1. Player-Initiated Cancellations: Once a Bet has been confirmed, you cannot usually cancel or modify it. Certain Games may allow cancellation or cash-out features as part of their design, as displayed on-screen.
  2. Operator-Initiated Voids: The Operator may void a Bet and adjust balances if (a) the Game or transaction was affected by a technical fault, (b) it suspects cheating, collusion, or use of automated tools, or (c) the Bet was placed in breach of these Terms.
  3. Mistakes and Palpable Errors: If, due to an obvious error (such as a manifestly incorrect pay table or malfunction), a Game pays out contrary to its intended rules, the Operator will void the affected bets and restore the Account to its state prior to such error, while providing a clear explanation to the Player.

Conduct in Live Casino, Chats and Community Features

  • Prohibited Behaviour: You must not engage in any abusive, offensive, defamatory, discriminatory or otherwise inappropriate behaviour in chats, at live tables, or in any community features. This includes harassment, hate speech, threats, or sharing illegal or harmful content.
  • Fair Play: Collusion with other players, exploitation of software bugs, use of automated systems (bots) or unfair advantage techniques is strictly prohibited. The Operator may observe gameplay, expand investigations where suspicious patterns are detected, and reflect the outcome in measures such as voiding bets or suspending Accounts.
  • Language and Privacy: You must not share personal or financial information of yourself or others in chats. The Operator may moderate or record chat communications for security, compliance and quality purposes.

Responsible Gambling

  • Player Protection Tools: The Operator provides tools to help you gamble responsibly, including deposit limits, loss limits, session limits, reality checks and self-exclusion mechanisms, as described on https://heroecas.com/en/responsible-gaming/.
  • Self-Exclusion and Time-Outs: If you request self-exclusion or a time-out, the Operator will implement it as soon as reasonably practicable and in accordance with applicable laws, including any national schemes where required in 2025.
  • External Support: For Players in the UK, you are encouraged to seek additional support from recognised organisations that assist with problem gambling and, where applicable, to enrol in national self-exclusion schemes such as GAMSTOP if they apply to the services you use.

Bonus Terms

General Bonus Conditions

  • Bonus Framework: All Bonuses, including offers advertised as part of Casino Heroes, are governed by these Terms and the specific bonus terms set out on https://heroecas.com/en/bonus-terms-and-conditions/. In case of conflict, the specific bonus terms prevail.
  • Eligibility: Bonuses may be limited to certain countries, payment methods, or player segments and may be subject to verification checks. The Operator may observe promotion usage, expand reviews if misuse is suspected, and reflect the result in adjustments or exclusions.
  • One Bonus per Player: Unless explicitly stated otherwise, each Bonus is limited to one per person, household, IP address, device, and payment method.

Bonus Activation and Wagering Requirements

  1. Activation: Certain Bonuses require an opt-in, bonus code, or minimum qualifying deposit. The relevant conditions will be clearly displayed before you participate.
  2. Wagering Requirements: Unless otherwise stated, Bonuses and any winnings derived from them must be wagered a specified number of times before they can be withdrawn. For example, a 100% bonus may require wagering the bonus amount 35 times within a defined period. The exact multiplier and end date will be specified in the promotion; any such timeframes that span multiple years are deemed to run until at least 31 December 2025 unless the promotion clearly states an earlier expiry.
  3. Contribution Weighting: Different Games may contribute differently towards Wagering Requirements (e.g. slots 100%, table games 10%, live casino 5%, or as specified). Games with 0% contribution cannot be used to meet wagering.

Prohibited Games, Bet Types and Bonus Abuse

  • Prohibited Actions: The Operator may specify games or bet types that are excluded from wagering, such as low-risk bets on roulette or equalised bets. Using strategies that reduce risk with the primary aim of clearing wagering (for example, simultaneous betting on red and black in roulette) is prohibited.
  • Bonus Abuse: Behaviours such as chip-dumping, collusion, opening multiple Accounts, or exploiting obvious errors to obtain unfair bonus value may result in cancellation of Bonuses, confiscation of associated winnings, and possible Account closure.
  • Observe-Expand-Reflect for Bonus Risk: In 2025 and thereafter, the Operator will (a) observe bonus-related play, (b) expand checks where patterns suggest abuse, and (c) reflect findings in proportionate actions, including exclusion from future promotions.

Combining Promotions and Bonus Funds

  • Non-Stacking Rule: Unless explicitly allowed in the offer, Bonuses cannot be combined or "stacked". Only one active bonus balance may be in play on your Account at any time.
  • Real Money vs Bonus Money: Real money will usually be staked before bonus money, unless the relevant promotion terms state otherwise. Winnings from real money are always withdrawable subject to standard checks; winnings from bonus money are subject to Wagering Requirements.
  • Expiry: Bonuses and any associated free spins or rewards may expire if not used within the timeframe stated in the offer. Where a promotion refers to a period extending into or beyond 2025, the expiry will not be earlier than the date stated in the promotion and, if no year is given, will be interpreted as falling in 2025.

Payments & Withdrawals

Deposits

  • Payment Methods: Subject to availability and legal restrictions, you may deposit using debit cards, certain credit cards (where permitted by law), e-wallets, bank transfers, prepaid vouchers, and, in some jurisdictions, selected crypto-asset payment methods. Availability for UK Players in 2025 may exclude particular methods such as credit cards in accordance with local regulations.
  • Processing Times and Fees: Deposits are normally processed instantly but may be delayed by the Payment Method provider. The Operator does not charge deposit fees, but third-party fees may apply. Any material change to processing times or fees will be reflected on the Website.
  • Source of Funds: The Operator may observe deposit patterns, expand checks by requesting evidence of source of funds, and reflect the outcome by applying limits, declining deposits or closing the Account where required by law or internal risk policies.

Withdrawals

  1. Withdrawal Rules: You may request withdrawals of your available balance via the withdrawal section of your Account, subject to any outstanding Wagering Requirements and verification checks.
  2. Payment Method Hierarchy: Where possible, withdrawals will be processed back to the same Payment Method used for deposits. The Operator may require that withdrawals follow anti-money laundering rules and card scheme rules applicable in 2025.
  3. Processing Times: The Operator aims to process withdrawal requests within a reasonable timeframe (for example, within 24-72 hours after approval), though actual receipt may depend on the Payment Method. Any indicative times stated on the Website are for guidance only.
  4. Limits: The Operator may set minimum and maximum withdrawal limits per transaction, per day, or per month. Such limits will be displayed in the cashier section or otherwise notified to you.

Refunds, Chargebacks and Treatment of Bets

  • Refunds of Deposits and Bets: Deposits are generally non-refundable once used for betting. In exceptional circumstances, and at the Operator's sole discretion, refunds may be granted where no gameplay has occurred or where required by law.
  • Chargebacks: If you initiate a chargeback or reverse a transaction, the Operator may (a) suspend or close your Account, (b) deduct the disputed amount and any associated fees from your balance, and (c) recover outstanding amounts using lawful collection methods.
  • Bonus-Related Refunds: Where a Bet funded with bonus money is cancelled or voided, the stake will generally be returned to the relevant bonus balance, and any Wagering Requirements will continue to apply as if the Bet had not occurred.

Customer Funds Protection

  • Safeguarding: Player funds are held in accounts separate from the Operator's operational funds, in line with applicable licensing and regulatory obligations, including the requirements of the Malta Gaming Authority (MGA). The specific level of protection may differ from schemes mandated by the UK Gambling Commission; details are available on request.
  • Status of MGA Licence: Hero Gaming Limited operates under MGA licence number MGA/CRP/253/2013, listed at https://mga.org.mt/licences/. Public sources refer to issue dates in 2014 and 2018; the licence remains active and in good standing as at 2025.

Limitation of Liability

Operator's Obligations

  • Fairness and Integrity: The Operator uses reputable game providers and systems that are tested for fairness and reliability. It takes reasonable steps to ensure Games operate in accordance with their published rules and RTP information.
  • Accuracy of Results: Game outcomes are determined by random number generators or by live game mechanics (for example, live dealers) as applicable. The Operator will take reasonable care to ensure results are recorded correctly in its systems.
  • Compliance in 2025: The Operator will continue to adapt its systems and policies to reflect evolving regulatory and technical standards in 2025, including those relevant to UK-facing services and cross-border operations.

Exclusions of Liability

  • Technical Failures: The Operator is not liable for any loss or damage arising from technical faults, system errors, interruptions, network outages, delays or failures of your devices, internet connection, or third-party providers, provided it has exercised reasonable care and skill.
  • Third-Party Content: The Operator is not responsible for any content, products or services offered by third-party websites or providers linked from the Website.
  • Player Responsibility: You are responsible for ensuring that your use of the Website is lawful in your jurisdiction, for maintaining the security of your devices, and for any tax or reporting obligations related to your winnings.

Maximum Liability

  • Cap on Damages: To the maximum extent permitted by law, the Operator's total aggregate liability to you arising out of or in connection with any Bet, Game or transaction shall not exceed the amount of the relevant Bet or Wager that gave rise to the claim.
  • Exclusion of Indirect Loss: The Operator is not liable for indirect, consequential or special damages, loss of profits, loss of data, or loss of opportunity, even if foreseeable.
  • Non-Excludable Rights: Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law, including UK consumer protection laws where they mandatorily apply.

Intellectual Property Rights

Ownership of Content and Software

  • Proprietary Rights: All intellectual property rights in and to the Website heroecas.com, the Casino Heroes brand, the UK-facing presentation Casino Heroes, the software, underlying systems, logos, graphics, texts, audio, video, and other content are owned by the Operator or its licensors.
  • Licence to Use: You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Website and Games for personal, non-commercial entertainment purposes only.

Restrictions on Use

  • No Copying or Distribution: You must not copy, reproduce, distribute, publish, display, modify, create derivative works from, or commercially exploit any part of the Website or its content without the prior written consent of the Operator.
  • No Reverse Engineering: You must not reverse engineer, decompile, disassemble or otherwise attempt to derive the source code of any software used in connection with the Website, except where such activities are expressly permitted by applicable law.
  • Third-Party Marks: Names and logos of game providers and sister brands such as Boom Casino, Simple Casino, Speedy Casino and Speedy Bet are used under licence or with permission and remain the property of their respective owners.

Privacy & Data Protection

Processing of Personal Data

  • Privacy Policy: The Operator processes your personal data in accordance with its Privacy Policy, available at https://heroecas.com/en/privacy-policy/. That policy forms an integral part of these Terms.
  • Legal Basis and Purpose: Personal data is processed for purposes including account administration, verification, payment processing, responsible gambling measures, fraud prevention, and compliance with legal obligations under applicable EU, Maltese and UK data protection rules, including the GDPR and the UK GDPR.
  • Observation, Expansion, Reflection: In 2025, the Operator may (a) observe your interactions with the Website for security and compliance, (b) expand its analysis where risks are detected (e.g. AML or responsible gambling indicators), and (c) reflect the outcome in appropriate actions, always within the limits of the Privacy Policy.
  • Data Subject Rights: You have rights of access, rectification, restriction, objection and other rights as described in the Privacy Policy. Contact details for exercising those rights are provided there and in the Contacts section below.

Changes to Terms

Updates and Notification

  • Right to Amend: The Operator may amend these Terms from time to time, for example to reflect changes in law, regulatory guidance, technical developments or business needs affecting Casino Heroes in 2025 and beyond.
  • Notice of Changes: Material changes will be notified by reasonable means, which may include email to your registered address, on-site messages, or banners on the Website, and by updating the version and Effective Date at https://heroecas.com/en/terms-and-conditions/.

Your Options in Case of Changes

  • Acceptance by Use: Continued use of the Website after changes take effect constitutes your acceptance of the updated Terms.
  • Right to Discontinue: If you do not agree to any change, you must stop using the Website and may request closure of your Account and withdrawal of your remaining real money balance in accordance with the Payments & Withdrawals and Termination & Suspension sections.
  • Transitional Observation: The Operator will observe how changes impact users, expand clarifications of any ambiguous areas, and reflect feedback in future updates, especially where UK regulatory expectations evolve during 2025.

Termination & Suspension

Operator's Right to Suspend or Close Accounts

  • Grounds for Action: The Operator may suspend or close your Account, and withhold or confiscate funds where permitted by law, if (a) you breach these Terms, (b) you provide false or misleading information, (c) you engage in fraud, money laundering, bonus abuse, chargebacks or other unlawful conduct, (d) you are self-excluded, or (e) required by a Regulator or applicable law.
  • Observation-Based Review: The Operator will observe account activity, expand investigations where suspicious behaviour is identified, and reflect the findings in proportionate measures. Where possible, the Operator will provide reasons for its decision, subject to legal and security considerations.

Player-Initiated Closure

  • Voluntary Closure: You may request closure of your Account at any time by contacting customer support at [email protected] or through the account tools where available. Self-exclusion requests will be handled in line with responsible gambling policies.
  • Outstanding Balances: Upon confirmed closure, any remaining real money balance, subject to any legal, regulatory or security holds, will be returned to you via an agreed Payment Method.

Effect of Termination on Funds and Bonuses

  • Real Money Funds: Unless otherwise required by law or a Regulator, any undisputed, lawful real money funds in your Account at the time of closure will be returned to you, subject to standard withdrawal procedures.
  • Bonuses and Winnings: On closure (whether initiated by you or the Operator), any active Bonuses and associated winnings that have not met the applicable Wagering Requirements may be cancelled, unless required otherwise by law or the applicable bonus terms.
  • Record Retention in 2025: The Operator may retain records of closed Accounts and related data for the period required by law and regulation in 2025, including AML and responsible gambling requirements, even after your Account is closed.

Governing Law & Jurisdiction

Applicable Law

  • Primary Law: These Terms and your relationship with the Operator are governed by the laws of Malta, without prejudice to mandatory consumer protection laws in your country of residence.
  • UK Consumer Protection: If you reside in the UK, certain mandatory provisions of UK consumer law may apply in addition to or instead of aspects of Maltese law, to the extent required by those rules in 2025.

Dispute Resolution

  1. Internal Complaints: If you have a complaint, you should first contact customer support at [email protected]. The Operator will observe the facts, expand its investigation as needed (including review of logs and communications), and reflect its conclusion in a written response.
  2. Regulatory Escalation: If your complaint remains unresolved, and your Account is under the MGA licence, you may escalate the matter to the Malta Gaming Authority via https://mga.org.mt/support/online-gaming-support/, which provides player support and complaint channels.
  3. Court Proceedings: Subject to any rights you may have under mandatory local laws, any dispute arising out of or in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts of Malta. As a consumer, you may also have the right to bring proceedings before the courts of your country of residence, including the UK, where such right is guaranteed by applicable law.

Contact Information

Customer Support

Registered Address and Corporate Details

  • Operator: Hero Gaming Limited
  • Legal Address: Level 0, Spinola Park, Triq Mikiel Ang Borg, St Julians, SPK 1000, Malta
  • Company Registration Number: C 61794 (Malta)
  • Licence: MGA/CRP/253/2013, issued by the Malta Gaming Authority and listed at https://mga.org.mt/licences/, active as of 2025.

Regulator and Complaints

  • Regulator Contact (MGA): Information about licensed operators and player support can be found at https://mga.org.mt/support/online-gaming-support/.
  • Use of Regulator Channels: You should only contact the Regulator after you have attempted to resolve your complaint with the Operator. Do not send identity documents or sensitive financial information to the Regulator unless instructed.

Author and Responsibility Note: This document has been prepared on behalf of Hero Gaming Limited for the Website heroecas.com and its UK-facing brand Casino Heroes as of 2025. It does not constitute legal advice to any Player. You should retain a copy for your records and review it periodically for updates.