Heats Casino - Proces verifikacije igrača je odložen.

I have uploaded documents for verification and they say it normally takes 48 hours. But I have waited 3 weeks and they are still not verified. I talk to them in the support chat but they always say the same thing "it will be verified soon". They have to hurry up now so I can make withdrawal please!

Dear 14rosario,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

They only ask for ID card and selfie with ID. That is what I have uploaded 3 weeks ago but it it still says "pending".

I have screenshot some of the chats.

Thanks for the explanation.

• Are you able to log in to your account and share a screenshot of the verification status of your documents?
• Have you previously withdrawn winnings from this online casino?
• Did you achieve your current balance with the help of a bonus?

Please let me know.

I have never made withdrawal because it is impossible to do before they verify the documents.

I did not play with bonus money for this win.

Thank you very much, 14rosario, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello 14rosario,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Heats Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain why is the process delayed? Is there an issue with the documents 14rosario provided? Alternatively, can you give us some guidance on how to proceed?

Hello,

This user already has withdrawn the funds.

Kind regards,

Heats Casino

Dear Heats Casino representative,

thank you very much for the update.

Dear14rosario

can you confirm your withdrawal has been paid out?

Dear 14rosario,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru

Dear parties,

we’ve reopened this complaint at the request of 14rosario. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 14rosario,

can you please update the thread on the current situation? Are your documents still not verified?

Nothing is changed. The documents are still pending and the withdrawal function is not open because of that.

Dear 14rosario,

thank you for letting us know.

Dear casino representative,

what is the status of the verification? Is there a particular timeframe in which the process will be finalized? Alternatively, are there any issues with the provided documents? Please tell us how to proceed.

Hello!

This user has flagged our team - we have requested additional information and documentation.

Kind regards,

Heats Casino

Dear casino representative,

thank you for your answer. However, can you please give us a more detailed response? Which documents has the casino requested? What do you mean by "This user has flagged our team"?

In case any of this information is confidential, please message me at martin.l@casino.guru.

They have now sent 1 e-mail and they ask for proof of address and proof of deposit.

Hello 14rosario,

thank you for letting us know. In case you need help with the next steps in the verification process, you can message me at martin.l@casino.guru.

Hello,

We have still not received any email to support@heatscasino.com.

14rosario, can you please resend it?

Kind regards,

Heats Casino

They have closed the support chat at the casino and I could not find the support e-mail on the website. But I have sent them the documents now.

Dear 14rosario,

thank you for keeping us updated.

Dear casino representative,

have you received the documents? Is the verification process now in progress?

Hello,

It wasn't letting me respond to this complaint but everything has been sorted with the user.

Kind regards,

Heats Casino

Dear casino representative,

thank you for you response and I apologize for the inconvenience.

Dear 14rosario,

can you confirm your issue has been resolved?

Dear 14rosario,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru

We are reopening this complaint as we have received confirmation from the player, that his funds were paid out in full.

Dear 14rosario,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Heats Casino for their response. 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, 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, 

Martin

Casino.Guru