Heats Casino - Pelaajan voitot on takavarikoitu.

Hello,

I received free spins at the casino for registering. After playing them and meeting the wagering requirements, my documents were rejected during verification for no reason, and my balance disappeared (only a small remainder was left). The history shows that a withdrawal was made by an admin, but I never requested any withdrawal — it’s not even possible to do so without completing the verification process.

Yet another casino that looks legit at first glance, but despite the small amount, it shows that this is just another bunch of vile scammers.

Best regards

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, I’d like to ask you a few questions:

• Could you please send me a link or screenshot of the free spins bonus you activated and played with?
• Was this the first time you created an account at this casino?
• Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino?
• Have you received any information from the casino regarding the unsuccessful verification of your account? Which documents did you provide?
• Have you contacted the casino’s customer support to ask why your balance was voided?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Could you please send me a link or screenshot of the free spins bonus you activated and played with?

I made screenshot of history of played freespins, now casino deleted page where was those 20fs for registration terms. It wasnt needed any bonus code freespins was just credited. Freespins was on Spinman hacksaw slot

Was this the first time you created an account at this casino?-Yes

Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino? - Any chance

Have you received any information from the casino regarding the unsuccessful verification of your account?

Which documents did you provide? Driving licence and selfie - as they need

Have you contacted the casino’s customer support to ask why your balance was voided? Yes and support first tell me that to make veryfication faster i need to play more 😀 Later they rejected documents and when i asked why my balance is 0 they said that those freespins are only to" test casino" 😀 kind of joke

Please forward me the communication between you and the casino customer support regarding the confiscation of your free spin winnings at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

Hello, the conversation with the casino took place via live chat so I don't have screenshots of that conversation. Please note that the screenshots show the bonus I wagered and the €10 I had to withdraw was removed (that's what I asked support about and the casino said that the freespins were just to test the casino which is not true so as a confirmation I'm posting from the forum I registered from)

I send this screenshots on your mail

Please forward me the documents you submitted to the casino for verification at veronika.f@casino.guru. Kindly include the email communication between you and the casino, especially those informing you about the rejection of your documents.

Send

Thank you for your email.

Could you please provide a copy of your passport or another official form of ID? We would appreciate seeing a document that includes a more recent photograph of you.

Thank you for your cooperation.

Dear Belciakos,

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.

Send

Hey finally I was able to contact casino. I send all screenshots on your mail

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Belciakos,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Heats Casino representative to join this conversation and participate in resolving this complaint.

Dear Heats Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

I would like to thank you Stefan and all of GURU team for helping me recover the funds that were unfairly removed from my balance by Heats Casino. I don’t want to play there anymore becouse they even can’t reply for my message so if they withdraw those funds on my crypto wallet it will be fine. I didn’t use any vpn or multi accounts so if heats will lie please let them send some prove. Thanks again, appreciate your help!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Thanks for reaching out! We believed this user to have multiple accounts but when checking again everything looked clean. We have reinstated the $10 USD to the user's account and reopened it. We appreciate everyone's patience on the matter.

Kind regards,

Heats Casino

Dear Belciakos,

Could you please confirm the receipt of the funds to your casino account?

I'll be awaiting your reply.

Hi, yes i received this amount but still cant withdrawal those funds, why?

Dear Heats Casino,

Could you please state why the player is unable to withdraw their funds?

I'll be awaiting your reply.

Hello everyone,

We’ve checked your account and can confirm that the funds were successfully credited. The account is fully verified, without any restrictions, which means the player could withdraw the balance at any time.

Dear Belciakos,

Could you please try again to request a withdrawal and let me know if you managed to do so?

I'll be awaiting your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Belciakos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan