Heats Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

I recently registered, deposited 100$ and made them 1000%.

I then submitted documents for verification, expecting them to get approved within 1 day.

This happened around 2-3 January, I have contacted support multiple times regarding this and every time they advise that they will flag it as important for their Compliance team.

I requested them to escalate this, as I am in CS and know a thing or two about how one can get verified, to which they provided no answer. They advised they cannot reach Compliance team, which is partially true, however they can send the ticket to their queue, at least I think so.

Until now, verification is not complete, and I contacted them again today, their answer being they will flag my case as very important for the Compliance team.

I have read the Complaint someone else made regarding the same issue, so I am aware that 2 weeks need to pass since the submission of the documents.

I must mention I uploaded a different set of documents around 8 January, hoping the case will get bumped in the Compliance team's queue. Also, I had doubts that the photo of my ID had glare and was going to get rejected.

Please assist, I have sort of written my funds off at this point.

Dear MadStrife,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heats Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When was the last time you were in contact with casino support and what did you discuss?
• Do I understand correctly it's possible for you to check the verification status of your documents? Could you please share a screenshot?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I have some progress with my case, my ID got verified. Selfie got rejected as I haven't realised(dummy me) that it needs to be a picture of me holding my ID.

Will wait for Selfie to get verified and will let you know regarding the progress.

If I face any issues I will send you documents over email, as for now, since there is progress, I feel there is no need.

Thanks for your dedicated support!

Thanks for your reply.

Have your attempts to withdraw from the casino been successful?

Please let me know about any further developments.

Hello.

Yes, I have successfully withdrawn, thanks for your dedicated support!

Thanks.

Dear MadStrife,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru