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I’ve told the support that I’ve got a gambling addiction, and they closed the chat after reading it. I was able for 5 hours to make more deposits and I won money. After 5 hours they closed my account and I’m not able to withdraw my 150 euros that I won and they won’t answer my emails

Dear Smeken,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, 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 unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Smeken,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I’m not able to make a withdrawal since I’m blocked. I’ve got money on my player account and I want them to be withdraw to my latest withdrawal method

Dear Smeken,

Can you please forward the communication with the casino where you specifically mentioned your gambling addiction?

Additionally, can you please clarify how much exactly did you deposit and how much was your balance when your account got blocked?

Awaiting your response.

Regards,

Nick

No, since they’ve closed the chat and I wasn’t able to reopen it, I couldn’t take a screenshot. Then I wrote them

an email telling them to close it, I was still able to deposit, I don’t now how much, but I won 150 euros, and then they closed it. I’ll send the mail I’ve sent them

Dear Smeken,

Thank you for all the information provided.

We are glad to hear that the casino has acted timely in closing your account. However, any remaining balance on the casino account should be paid in full.

I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okey thanks

Hello Smeken,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Heats Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michal,

Our team has written a response to you.

Kind regards,

Heats Casino

Dear Heats Casino,

It seems I have not received your email. Could you contact me once more? Please email me at michal.v@casino.guru.

Hi Michal,

Someone from the team sent the email May 3rd. Can you please check spam?

Kind regards,

Heats Casino

Dear Smeken,

Unfortunately, I’m unable to assist with your request in this case. Based on the evidence reviewed, your account was banned just a few hours after your self-exclusion request was submitted. Casinos require a reasonable timeframe to process such requests, and in this instance, the account closure occurred within a timeframe we consider sufficient, even though you were able to deposit during this time. As a result, the refund request is not valid.

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