Heats Casino - Pelaajan kotiutus viivästyy tilin vahvistamisen vuoksi.

They simply haven't wanted to verify my account for days! They're waiting for me to gamble away all the money!

Die wollen einfach seid Tagen nicht mein Konto verifizieren! Und warten drauf das ich das ganze Geld verspiele!

Dear johnny13377,

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

To better understand your situation and assist you more effectively, could you please provide some additional information by answering the following questions?

• When did you first submit your verification documents?
• What specific documents have you provided for verification?
• Have you received any communication from the casino regarding your account status?
• Have you attempted to contact customer support for updates? If so, what was their response?

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.

Hello

1. On May 2, 2025, I submitted an application!

2. An ID and a selfie. The ID has already been verified! They just write "selfie" and not "selfie with ID"! And now I'm waiting for the selfie with ID that I submitted on May 3, 2025!

3.Yes I did, when my ID was verified!

4. Yes, every day, every 4 to 7 hours! The answers are always the same! "The support team isn't working" or "We're getting a lot of new players."

LG Johnny

Hallo

1. Am 2.5.2025 habe ich ein eingereicht!

2.Ein Ausweis und ein "Selfi" der Ausweis ist schon verifiziert! Nur schreiben die "Selfi" und nicht Selfi mit Ausweis! Und jetzt warte ich auf den Selfi mit Ausweis was ich am 3.5.2025 Eingereicht habe!

3.Ja habe ich, als mein Ausweis verifiziert wurde!

4.Ja,jeden tag alle 4 bis 7 stunden! Es kommen immer die gleichen Antworten! "Das support Team arbeitet nicht" oder "Wir bekommen viele neue Spieler"

LG Johnny

Update

Has now been verified

Now I'm just waiting to see if I have my winnings in my account!

Update

Wurde jetzt verifiziert

Warte jetzt nur noch ob ich mein Gewinn am konto habe!

Thank you for the update. I am glad to hear that your account has now been verified.

Regarding the payment, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests, an investigation of the gameplay, or payment provider issues that the casino cannot always influence.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your game history has been checked, your withdrawal approved, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you for your patience and understanding.

Update

I have received the first 1000€

20€ are fees.

This casino advertises instant payouts!

I will contact you until I receive the full amount and of course I will write a review based on my experiences

LG Johnny

Update

Ich habe die ersten 1000€ erhalten

20€ sind Gebühren.

Dieses Casino wirbt mit Instand-Auszahlung!

Ich melde mich bis ich die komplette Summe erhalten und natürlich schreibe ich aus meinen Erfahrungen eine Rezension

LG johnny

I'm glad to hear that you received the first withdrawal.

Could you please let me know how many withdrawal requests are currently pending in your account? I’d appreciate it if you could keep me updated on any changes.

Hello again

I paid out 2900!

Lost the rest!

LG johnn,

Hallo nochmal

Ich hab 2900 ausbezahlt!

Den rest verspielt!

LG johnn,

Dear johnny13377,

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,

Veronika Fritz

Casino.Guru