Heats Casino - general discussion (page 2)

This casino recently held a tournament for wagers.

I had my doubts from the beginning because the prize money was unusually high compared to the size of the casino.

This was the ranking on the leaderboard 24 hours before the tournament ended.

I bet $200,000 in 24 hours.

After the tournament, this is the leaderboard presented to me by support.

I have seen many tournaments in many different casinos, but never a tournament where all the players suddenly bet this much on the last day.

Also, this casino has a system where you can see other people's real-time bets and high stakes on the site, but there was no history of players other than myself placing that many high stakes in the last 24 hours.

It is believed that this tournament was fictitious from the beginning.

If there are other players, etc. who participated in this tournament, please provide information.

Hello, may I make a kindly request?

The screenshot appears to be from a social media post, so I'm curious if the casino page also directly mentioned those awesome prizes. I must concur that the prize pool appears to be quite interesting; are there any other unusual specifics?

No. Suddenly, in chat, support informed me that a tournament was being held.

Despite such a high prize, the duration was only 3 days, and it was not announced on the website.

So it is very likely that the tournament itself was fictitious and a scam to get users to place large amounts of bets.

Well, this is kind of interesting. Did you check the account history or validity? You know, I have seen plenty of fake social media profiles offering incredible things to players... 🙁

If there has been no mention on the casino website at all, I would try to send link to the social media profile to the casino support for the confirmation.

This is not a social media post, but a so-called live chat feature within the casino site.

So there is no doubt that this is information sent out by the casino management.

The problem is that despite the fact that the first place prize is $40,000, which is an extraordinary amount considering the size of the casino, there is no announcement at all at the casino, and it is being communicated to only a few players via chat.

Furthermore, the casino allows players to view the betting history of others on the site, but there is no history of high stakes betting as shown on the leaderboard.

It is highly likely that the casino did not have any winnings available from the beginning and provided users with fake leaderboards.

If there were other users besides me who participated in the tournament as well, it would be verifiable.

I am sure that person would have been offered a different fake leaderboard than mine.

I see where you're heading, and thank you for the context. However, I'm uncertain about the best way to proceed. The lack of mention of this tournament on the casino's website primarily concerns me. I wonder how serious that would be if you submitted a complaint about, let's say, a possibly non-public tournament.

With all honesty, I can't tell for sure.

The casino submits a complaint that the participant was cheated out of the entry fee because the casino held a fictitious tournament, so you can have the casino submit data to prove that it was not fictitious.

I apologize for my lack of understanding. I did not understand the post well.

But you know the complaint process very well by now, so submit one and see. If I were you, I would add a full-screen screenshot of the offer, by the way — not cropped. It is important to prove the source in the first place, if you know what I mean.

Since I know that Casino Guru doesn't tolerate "bought" reviews, here's some evidence of how this casino got its good rating on Trustpilot:

As you can read, they don't require a personal opinion based on their own experience, but of course a 5-star rating!

Simply unbelievably brazen, and ultimately a fraud against all Trustpilot viewers who expect an authentic score to form their own opinion!

But, sadly, this practice is already commonplace in the world of online casinos...

Thanks for the info, it's a good thing we're not mentioned there too.

This probably proves how reliable user reviews are on some platforms.

However, it's good to have this kind of information, especially when players can see it.

We will definitely keep an eye on whether something like this happens to us too.

Thanks again.🙂

Terrible experience here and poor support from 'Chloe'. Had to open complaint on CG.

KYC was pending for over 3 weeks. Had money trapped in them. They then emailed to say they couldn't offer services to me so account was going to be closed. Told me to contact someone called 'Chloe'. Chloe was never on chat and account wasn't closed. Played the balance and got it up to 500. They then refused to process the funds, blamed me for playing. Refuse to take any responsibility for keeping account open and not refunding the balance. Would they have still honoured the refund if I had lost the balance when they allowed me to keep playing?

Sadly, I guess we'll have to figure it out together with you somehow. But why can't they offer their services to you? Is your country restricted, or do they have some other reason? 

Hello

I have been waiting to be verified since February 12th.

When I contact them in the chat, I always receive kind, encouraging words, assuring me that it's only a matter of time.

But somehow I have the feeling that I'm being strung along.

What would the CG team recommend?

Best regards

Hi, I would recommend waiting a little longer. We give casinos 14 days to verify players. What documents did you send to the casino? Has anything been accepted yet, or not? 🙂

Hi jaro,

To answer your question: The passport and selfie with the passport were submitted as requested.

I gambled away the money and that's that.

I've made peace with it and I'm back to playing at my usual casinos.

I strongly advise everyone against playing in this casino.

There are plenty of reputable casinos that verify your documents and then process your withdrawal within a day or a few hours.

It's better to spend your money where you actually have a chance of being able to pay out a profit.

Here is a summary of our strange chat logs with support.

Eva Moreno (Customer Service) joins.

X: The 48 hours are up. My VIP manager told me to escalate it.

Eva: Your account is on the priority list. Processing is expected by the end of the weekend or the beginning of next week.

X: Let's hope so 😘

📅 February 15th

X: 72 hours – still nothing has happened.

Chloe Wilson rejoins the team.

X: Please forward my message. I would like to be able to withdraw my funds.

Chloe: When were the documents submitted?

X: Thursday, at noon.

Chloe: The process takes up to 48 business hours. Saturdays and Sundays are not included.

X: I'll get back to you tomorrow. If nothing happens, I'll contact AskGamblers.

Chloe: It will be resolved soon ☺

📅 February 16

Note from support:

Today is a holiday (Family Day). Not a regular business day.

X: According to your statements, the 48 hours should be reached soon.

📅 February 17 (Monday)

Mila Barlow (Relations Manager) joins.

Mila: Only working days count. Your application will be processed between today and tomorrow.

X: I'll take you at your word.

📅 Today (renewed demand)

X: My verification was not completed again. Why?

Natalia: The compliance team reviews applications carefully. Submissions made outside of business hours may cause delays.

X: I've been waiting since February 13th. Please give me a specific date.

Natalia: Your documents were submitted on the 13th outside of business hours. The first working day is tomorrow (today is family day).

X: I submitted the documents on the 12th. The 48-hour period will be reached tomorrow.

Natalia: Sorry for the confusion. You're right – the submission was on Thursday. Business will resume tomorrow.

X: I'll wait until tomorrow and hope that everything is legitimate.

Natalia: Get in touch soon! Good luck with your game 😉

------

I've seen a lot of stitches, but what exactly is a family day?!?!

I wish everyone a belated happy family day 😅😅

I'm sorry you lost your money. I thought you would hold out, and if things didn't work out, we would help you. 

I know that in some casinos it can be faster, while others are slower. The truth is that most casinos do these processes during the working week, so not always. If you were waiting, I know that in many casinos it could be like that. 

As for Family Day, I looked it up, I didn't know until now that it works somewhere like that, that businesses are closed. It applies to some Canadian provinces. I don't know if anyone else celebrates it and has the day off. 🙂

I am a fair player and it is not my intention to wrongly accuse a casino.

Today they sent me an email confirming that I am verified.

The verification process therefore took 6 days. I should point out that I only had to confirm my identity.

It is quite possible that when you request a withdrawal, you will suddenly have to prove your residence and deposit method again, and they will repeatedly delay you for several days before they can make a withdrawal.

Like I said, I don't know, so I'll never deposit money here again and I can't tell anyone whether they should or shouldn't.

But those were my experiences with this casino.

If a casino is unable to pay out winnings within 24 hours these days, then I doubt its trustworthiness, and that is the case here.

Greetings

I accept your experience. You see, maybe you just needed to wait a little longer when you say you're verified.

As for 24-hour withdrawals, you'd probably be disappointed at many casinos. If you're not verified yet, unfortunately about 80% of casinos wouldn't pay you out right away.

I’m stuck in the KYC situation, going on 5 days with no verification, support endlessly telling me that it’s going to happen "soon". I was having a good time with the casino and wanted to play more, however I’m now feeling as though this is a scam. If anyone knows how I can get support to verify my account please help.