Heats Casino - Igrač ima zakašnjele odgovore.

I am filing this complaint to seek justice and transparency regarding my experience with Heats Casino. While the casino initially appeared trustworthy with its advertised customer-friendly policies, my experience has been the opposite, leaving me frustrated and questioning the casino's integrity.

Main Issues:

1. Failure to Honor Promised Timeframes:

Heats Casino provided a timeframe of 72–104 hours for their compliance team to address my concerns. Despite repeated follow-ups, no resolution or meaningful update has been provided.

2. Withholding Information:

The casino has failed to provide me with critical documentation, including chat history and tournament terms, despite multiple requests. This has made it challenging to substantiate my claims.

3. Unprofessional Conduct:

My chats have been closed abruptly after raising valid concerns, further demonstrating a lack of willingness to engage transparently and resolve the matter.

Request:

I am requesting the following:

Immediate resolution of my pending case and release of relevant information.

An explanation for the delays and withholding of information.

Conclusion:

I have documented all communication, evidence of delays, and suspicious practices, which I am prepared to submit to regulatory bodies if necessary. I strongly urge Casino Guru to mediate this matter and hold Heats Casino accountable for its actions.

Attachments:

Screenshots of chats and emails.

Evidence of lack of responsiveness.

Any other relevant documentation.

Thank you for your assistance. I look forward to your response.

Sincerely,

Tommi P***

Dear Tombso,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? What information are you expecting from the casino?

Also, can you please clarify the dispute value (€215,000)?

I will be patiently waiting for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your response and for looking into my complaint. I would like to clarify the details and address your questions to assist in moving forward with this case.

1. Clarification on the Dispute

The primary issue relates to the lack of transparency and changes in the tournament prize structure, which significantly affected my gameplay and wagering decisions. Specifically:

During the tournament, the prize pool structure was changed without any communication or notification to me.

When the results were drawn, the prize pool was smaller than what was originally displayed or communicated.

This lack of transparency had a direct impact on my gameplay decisions, as I wagered over €215,000 during this tournament under the assumption of the initial prize structure.

2. Information I Am Seeking from the Casino

To resolve this matter, I am requesting the following critical information:

Why was the tournament prize structure changed during the tournament without informing participants?

Why was the prize pool reduced by the time the results were drawn?

A full explanation of how the results and prize distribution were calculated, as this was not clear.

3. Value of the Dispute (€215,000)

The amount of €215,000 reflects the total wagers I made during this tournament under the belief that the initial prize pool was valid. While I am not seeking the full refund of my wagers, I believe it is reasonable to demand transparency and a fair resolution considering the significant amount of money involved.

4. Escalation Attempts

Despite multiple attempts to contact the casino’s customer support and compliance team, I have not received clear answers to my concerns. Their lack of transparency and delayed responses have left me no choice but to escalate this matter.

I hope this additional information clarifies the situation. Please let me know if you require any further details or evidence to proceed with my case. I appreciate your time and assistance in addressing this issue.

Best regards,

Tommi P***

I have been waiting for a response from the casino's compliance team for over 1.5 months now, but no substantive updates have been provided. Despite numerous follow-ups and my attempts to address the issue amicably, their lack of transparency and delayed responses have forced me to escalate this matter.

Thank you for your reply, Tombso. Could you please clarify if you are talking about one specific tournament or tournament rules in general? Do you have any evidence to support this case?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Forwarded you few emails.

Thank you. I reviewed everything, but I am afraid that we won't be able to assist here. It seems that multiple tournaments run at the same time at this casino and there is a chance that rules were mixed up. Whether this is the case or the rules have been changed, it would be very hard to prove without bulletproof evidence. Furthermore, tournaments are often dynamic and they are harder for us to keep track of them and their rules. We primarily focus on regular players engaging in games like slots and online casino games. It would be impossible for us to assess the issue fairly and determine the value you would be entitled to, as the funds were not lost through regular play. We don't think your complaint is unjustified, we just are not in a position to confront the casino regarding this issue.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.