Heats Casino - Povlačenje igrača je odloženo.

I uploaded my KYC documents 10 days ago.

They have not been checked and as a result I cannot withdraw.

I have chased on chat multiple times and am getting fobbed off.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Which particular documents have you provided to the casino?
• Are you able to check the verification status of the individual documents? Were any of the documents approved, while others were not?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

No success withdrawals as no one is looking at my docs for 11 days.

No its a cash deposits

They only ask for passport and selfie.

I have uploaded the discussions. T

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear carlycusterson,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the request of carlycusterson. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello,

I think I hit resolved by mistake. The case is not resolved. KYC documents still not been checked. 70 euro still trapped in the account. Been over 3 and a bit weeks now.

Thanks for your reply.

I checked, and no evidence regarding the incident was uploaded, nor sent to my email for review.

For us to proceed, kindly share the evidence of the incident, such as your most recent correspondence with the casino, with me at tomas@casino.guru

Thanks in advance for your cooperation and understanding.

Attached is all the evidence.

I have been told to speak to chat to get my funds of €500 out. The issue is when I try to withdraw the 'verify your account' pops up. I have tried engaging with the agent 'Chloe' but am struggling.

The casino is now attempting the theft of my 500 euros and are just trying to refund my last deposit, this is despite them keeping my account open for the last 2 weeks and allowing me to play. They have now deducted all the money ontop of my deposit. Claiming I am only entitled to my last deposit amount. This would be against your fair gaming... And if this is their logic, why don't they refund all my deposits? They have let me deposit a total of 470 euros in total before now refusing me their service.s

Dear carlycusterson,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear carlycusterson,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Heats Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Heats Casino representative to join this conversation and participate in resolving this complaint.

Dear Heats Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hello all,

We replied on email.

Wishing all a good day !

Dear carlycusterson,

In the email from the casino, I was informed that the casino is open to refunding your initial deposit of €78.

Since this is essentially the same amount you are requesting, please let us know if you agree with the offered amount.

No I am requesting the balance of 500 which I accumulated on my last deposit OR I will accept all my deposits back totally 478 euro.

Please refer back to my post attached or above.

The casino refusing to offer it's services to me is fine, but they cannot allow me to play, accumulated a balance and then remove the money I have accumulated and offer my deposit back! Would they offer my deposits back if I had lost the funds? (We will see as I am only willing to accept my FULL deposits back or winnings).

Thanks

Dear all,

I would like to inform you that I have requested further explanation and evidence from the casino via email.

Hello all,

We provided information on the email.

Good day to all!

Dear carlycusterson,

I would like to inform you that the casino has provided sufficient evidence regarding this complaint, including IP matches, payment methods, and - most importantly - virtual fingerprints.

Therefore, you are eligible only for a refund of your €78 deposit.

Please let us know how you would like to proceed with the refund.

Hello,

I have never hidden the fact I signed up because my partner had referred me to the site. There would be no IP matches as we both use VPNs, which the casino chat told me to use.

I also use my own crypto wallet which no one has access to apart from me.

None of the ‘evidence’ has been sent to me.

The complaint still remains intact. I signed up, which they allowed and chat told me was fine to sign up if my partner had. I lost 2 deposits and then on my €78 deposit won €500. If they are now refusing my custom I will accept €478 in my deposits refunded or my balance of €500. If I was never allowed to play I should not have been enticed by the site to do so and the penalised only when I won.

I would request the complaint manager Michal look at this.

Dear carlycusterson,

Could you please confirm or deny whether you and your partner used the same device to access the casino?

I have asked him and he cannot remember. His exact words were 'Why would I use your bloody laptop? Oh I don't know'.

He has used it for shopping but have never seen him use it for betting to be honest.

Dear carlycusterson,

As I mentioned previously, the most important piece of evidence in this case is the virtual fingerprints.

IP and payment method matches alone may not always be sufficient evidence.

However, when combined with virtual fingerprints, they are enough to determine whether bonus abuse occurred, even if it may not have been intentional.

Therefore, as the casino mentioned earlier, you are eligible for a refund of €78.

There is no matching virtual fingerprint That they weren't already aware of that didn't violate their terms, according to their agent.

I signed up as my partner recommended the site. They also checked with the chat agent that it was okay to claim the welcome bonus. They said it was (See attached). Would this not be entrapment and against fair gaming?

I didn't make anything from the bonus however. The funds in my account came from cash deposits, not a welcome bonus. The casino was aware I was signing up due to a recommendation from my partner, there is nothing I can see in the terms that says 'You are not allowed an account if your partner had one and if you do we will ban it and take your funds'. The agent would have told my partner this before I signed up.

If they now no longer want me to have an account, despite saying I could, they cannot take my balance from cash deposits. If they do that, they should refund all my deposits, IF I was never allowed an account with them in the first place, even though the agent said I could. Then I should have NEVER deposited, as their service was NEVER open to me, so all my deposits should be refunded. Or the money made on my last deposit.

Dear carlycusterson,

First of all, the live chat support shown in those screenshots was never specifically informed that the previous owner of the laptop had also played at the casino using that device.

Second, the support only stated that it was acceptable as long as you did not breach any rules stated in the Terms and Conditions.

Last but not least, the casino has provided evidence clearly showing the same virtual fingerprints on both devices, which you have never fully denied.

Therefore, please let us know whether you wish to proceed with the refund of €78. Otherwise, I will have to close this complaint as rejected.

Have you read the screenshots? The line 'I'm giving her my laptop, is it okay if she uses that?' would tell me you have not read them as you have said 'was never specifically informed that the previous owner of the laptop had also played at the casino using that device.' That's being deliberately obtuse. It was raised twice with the agent and would have been irrelevant if it had never been used by my partner.

Firstly My partner specifically states he has given me his laptop to use. I have never denied that and as you can see that was checked with the support agent prior to signing up. Had the agent said you cannot use the same device I would not have deposited and played. All they stated was I needed to use my account and not his. Which I did.

I am not happy with the way you have spoken to me or the way you have conducted yourself in this complaint.

It could not be more clear I did everything to ensure it was okay to play here and AGAIN no terms were broken. I did not fufill any wagering of a bonus or convert anything to cash all of this was from raw cash deposits.

Heats Ts & Cs - 3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance. - No rational fact finding & unbiased individual could possibly say this was not done in advance by the screenshots provided.

I wish to ask the head of complaints to look at this as this is completely against fair gaming. I have made a post on the forum about this as I can only infer you are being deliberately obtuse here for unnamed reasons.

Dear carlycusterson,

I sincerely apologize if my previous communication came across as rude or harsh in any way.

Could you kindly provide the evidence showing when you informed the live chat or casino about you and your partner using the same device?

Regrettably, the provided screenshots do not indicate the relevant time.

Hello Igor,

Thank you for the apology.

These were previously attached.' My Wifey wants to sign up & PLAY HERE. I've giver her my OLD LAPTOP I USED'

Hubby - ' Great just checking as your agent Chloe said it was'

Agent - 'If it's her account then it should be okay'

Hubby - 'Can she take the welcome bonus?'

Agent - 'As I said if it's her first time with us, and it's a new account it should be fine'

You can see as plain as day what was said. The agent (2nd agent just as chloe, the first agent was) confirmed I could sign up and play using a device my partner used as LONG AS IT MY ACCOUNT. This meets term 3.2 perfectly of Heats terms.

'Regrettably, the provided screenshots do not indicate the relevant time' - There is no 'regrettably' here. I do not work for Heats or the company that facilitates the live chat support, therefore I have no say on DATE AND TIME BEING DISPLAYED. You would have to take that up with casino. However it is completely irrelevant as I have supplied the screenshots with the relevant information being provided. Therefore the implication is they were taken just prior to signing up (You can also check the metadata of the photos)... HOWEVER EVEN if they were taken after the event, you can still see the casino giving information out to players that they can use to attempt theft later down the line. This is just logical.

Given this last comment and your inability to actually still look and assess evidence at a correct standard when this complaint clearly highlights the Casino attempting to breach fair gaming guidelines. I reiterate my desire to have a more senior member take over the complaint, from my looking on the site Michal, Radka and Matej would be better.

Even though this is completely not needed given all I have provided , partner has taken these with time stamps of the chats.

Ridiculous

Dear carlycusterson,

After a detailed review of this case and a discussion with my colleagues, I have decided to reject this complaint.

The screenshots you provided in your last message appear to be edited, as they contain visual inconsistencies.

Additionally, there are discrepancies in your statements. Initially, you said that your partner might have used your laptop. Later, you claimed that he gave you his old laptop and that the casino’s support team had been informed about this beforehand.

Furthermore, the casino has provided sufficient evidence of bonus abuse — this alone would be sufficient grounds to reject the complaint.

Since I have asked you multiple times whether you would like to proceed with the €78 refund and you did not agree, I will now close this complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.