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Hello, on Sunday, December 22nd, I deposited 200 euros at the casino.

I won 7,000 euros.

I immediately sent documents for verification.

However, I am not receiving any replies to my emails.

I am worried that I won't receive the money since I am still not verified

Hallo ich habe am Sonntag 22.12 beim casino 200 Euro eingezahlt.

Ich habe 7000 Euro gewonnen.

Ich habe sofort Dokumente zur vertifizierung geschickt.

Jedoch bekomme ich keine Antwort auf eine mails.

Ich habe Angst, dass ich das Geld nicht erhalte weil ich immer noch nicht vertifiziert bin

Hello Alineb1991,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heats Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I sent the documents on Sunday.

It says up to 48 hours these are over.

In the chat I am told that I have to wait. There is no response to emails

Sonntag habe ich die Unterlagen geschickt.

Es steht bis zu 48 h diese sind vorbei.

Im Chat wird gesagt, dass ich warten muss. Auf e Mails wird nicht reagiert

Hello Alineb1991,

As advised above, it takes up to 14 days to verify an account and can take even longer during the holidays.

Let us know in case the process would take longer than 2 weeks. Until then I can only advise to wait and follow the casino's instructions.

Regards,

Nick

Ok I hope I get the money

Ok ich hoffe das ich das Geld erhalte

Hello Alineb1991,

Can you please advise if there's been any update in your case since your last post?

I would like to point out the 14 days again especially during holidays as withdrawals may be processed even slower.

Regards,

Nick

Dear Anonymized736,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.