Heats Casino - Pelaajan kotiutus viivästyy tilin vahvistusongelmien vuoksi.

They are refusing to verify my account, aka not taking any action to verify my account, as a tactic to stop me from being able to withdraw my money. Support continuously claims that they’ve prioritized my account for approval, but it’s been 5+ days, well over their 48 hour timeframe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Samc96,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know 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?

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

Petra

Dear Petra,

Regarding this case, we would like to clarify that the player was already fully verified on our platform.

All verification procedures were completed successfully, and the player was able to withdraw all funds without any issues. All withdrawals were processed instantly and in line with our standard payment procedures.

There were no delays, restrictions, or payment failures reported during the withdrawal process.

We remain available should any further clarification or supporting documentation be required.

Wish you a good day,

Dear Samc96,

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,
Petra
Casino.Guru