Heats Casino - Žalbe igrača na podršku za kockanje ostale su bez odgovora.

Almost a month ago now, on April 12th 2025, I reached out to the heats casino support email to express my dissatisfaction with their service, particularly in regards to safer gambling tools.

I made them aware of my mental health issues and gambling related problems -- including making them aware I was registered with Gamstop however as they don't hold a valid UK license they could bypass this.

I received no response, even after following up multiple times. This lead to me being able to deposit further money outside of my means.

I believe that 1 week from me first disclosing my problems, some action from the casino should have been taken. I am yet to receive any response.

I therefore am requesting refunds for the deposited amounts made after this time to reflect the failures in safeguarding and safer gambling which they speak of highly in their terms and conditions.

Dear fmj7tp8y7x,

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

To better understand the situation, could you please provide us with the following details:

• Have you tried contacting the casino customer support via other means, for example, live chat or a support ticket?
• Have you ever received any response from the support email you used for your self-exclusion requests?
• How much money were you able to deposit after you disclosed your issues?
• Have you passed the full KYC verification at this casino?

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,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi,

I contacted the live chat to explain it had been so long without a response on 2 occasions. One agent said they would leave a note with the relevant team to say I was requesting an update, and the next time they just said they were separate teams and so couldn’t comment.

I still haven’t received any response from the casino.

I have been able to deposit in excess of £1000 since disclosing my issues.

and yes I have passed all KYC verification

there is a section on their responsible gambling page where they say it could take up to 7 days to review an account, but it has been almost a month now with no response, even with chasing multiple times

thanks

I would also like to add that the method I used to disclose my gambling issue is actually the way they direct players to via their terms.

We do not take responsibility of the human error of support agents in handling the closure of accounts. We also do not handle gambling addiction tickets through our ticket system as it is not our primary source of communication. You may email us at support@heatscasino.com or access us through our 24/7 live support. Please confirm a response from our team that your account has been closed. 

Do you have any screenshots or transcripts of your conversations with live support agents? If so, please forward them to me at veronika.f@casino.guru, or post them here.

I have found this one from Tuesday. The others are from a while ago and so I can’t find them in my emails

Could you please specify how many deposits you have made since April 12? Kindly include the exact dates and amounts of each deposit so we can better assess your case.

Also, has your account been closed in the meantime?

Hi Veronika,

My account has now been closed in the meantime. Here is a breakdown of deposits;

12 April

£50.60

101.16

75.76

101.11

13 April

102.21

102.21

102.21

102.21

51.10

76.65

51.10

16 April

12.17

30.64

15.33

24 April

25.06

30.09

30.07

100.39

50.19

30.17

35.21

26 April

49.18

30.03

40.05

23.02

27 April

30.28

50.49

50.49

50.49

50.49

50.49

50.53

50.53

50.53

50.53

28 April

50.59

50.83

66.41

1 May

70.89

15.25

Thank you very much, fmj7tp8y7x, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello fmj7tp8y7x, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Heats Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hi, I have now settled this complaint with the casino, and the complaint can be closed. Thanks

Hi, please discard this message I have written — I am still in contact with the casino regarding a resolution

No worries, I will keep the complaint open until you confirm everything has been settled. If you could also then let me know what do you agree upon with the casino, so I can properly adjust the internal case notes, I would be very grateful.

Hey Matej!

We have sent you an email.

Kind regards,

Heats Casino

Dear Heats Casino, I have not received any message as of now. Could you please re-send it to matej.l@casino.guru? Thank you.

Hi, just to keep you updated -- i have tried to speak with the appropriate person over live chat or email over the last few days but haven't managed to. I will keep you updated if there are further developments

Thanks for the news! :) Hopefully everything gets resolved shortly.

Hi Matej,

thanks for your help so far. Not sure if you received that email from the casino?

I have tried contacting them over live chat and email to speak to the right team but haven’t had any luck. I am getting conflicting messages about when the correct people will be online and not sure where else to send messages.

Hey Matej,

Thank you for your time. We have responded to the complaint. Can you please check your email?

Kind regards,

Dear heats casino, is it also possible for me to receive a response? As I haven’t received one in quite some time

Dear Heats Casino,

Just to add, I'm not sure where else to contact you so will do it here. The live chat agents say they will let me know when a manager is around to speak to -- however this mysterious management is never around. I have asked consistently over the last week (at different times) and get the same response; that the live chat agents will inform me as soon as they are around. This never happens.

I am given a support email to communicate with you however I have never received a response on this. It feels like hitting a dead end. The first time I managed to get through to the relevant team (around 2 months after initially beginning a conversation) it felt rushed and pressured, and so an inadequate outcome was reached.

Please reach out to me via email so we can have a proper conversation

I have reviewed the e-mail sent by the casino, in which the evidence of previous settlement with the player has been provided. It was clearly communicated between the casino representative and the player that a settled amount will be paid, and this case will be considered successfully resolved by both parties. Since the payment has been made, there is nothing more Casino Guru can do in terms of mediation.

Due to the aforementioned reasons, this complaint will now be marked as 'rejected'. Thank you for your understanding, and 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.