Heats Casino - Player demands answers after account mishandling.

Back in January 2024 I requested an account closure due to gambling issues on Delorocasino.com which is a sister casino from Heatscasino and owned by the same company and operating under the same license. Back then I received a confirmation that my casino account was closed and in the Terms of Use back then there it was mentioned that the self exclusion was executed by the company (which is ANJ of Gaming Limited) meaning that a self-exclusion would be operator wide since the operator is responsible for this.

On November 20th I received an invitation mail from in Dutch from Heats Casino to join them and receive a big bonus which triggered me to join them (I saw this mail 6 days later due to a full email box). As I was in the believe that it was a Dutch casino I expected to be unable to join as I am on the Dutch GAMSTOP (called CRUKS). However, I was able to join this casino and deposit multiple times losing a total €2175 while wagering €77k in 6 hours. During my gameplay I reached at some point high balances of around €10K where I did send an e-mail to the casino asking for a permanent exclusion. Apparantly this mail has not been received or processed.

Devastated about being able to gamble while on CRUKS and informing ANJ of Gaming Limited through Delorocasino.com I was still able to gamble and lose money. So I send out a complaint informing them about my case and before getting a reply I found out that they removed the company name from their Terms of Use changing it to 'a company' instead of their full name. The casino support team reached out to discuss this but they are not willing to issue a full refund and resolve their mistakes. 

In fact first they claimed (evidence can be added if needed) that Heats Casino has NO ties with Delorocasino.com and they do not share data or have insight about it. Yesterday, they changed their Terms of Service again adding a subparaghraph that if you file for a self-exclusion this is only applicable to the casino brand only and not operator wide (something that was not written when I signed up earlier this week!!) and the Live Support even was able to confirm to me that Delorocasino also have this stated in their Terms of Use. Which is a bit strange because the casino previously claimed to have no ties with that casino but somehow they know the Terms of Use of that casino too..

So what I hope to achieve with this complaint is:

- Heats Casino must explain how they received my e-mail to send me an invitation e-mail (I did ask for a GDPR request but no answer so far)?

- Why does Heats Casino pretend to be a Dutch casino as if they are legal in The Netherlands which is false (they are an illegal casino in my country)?

- Why did Heats Casino change its Terms of Use twice after receiving my complaint?

- The casino to restore the mistakes made to me and issue me a full refund of €2175 to solve this case!

This complaint is sent because I hope to prevent having to escalate my case further to their licensor to step in and intervene for this poor behavior which harms players and violating their casino license terms (which overrule the casino rules of course). 

Do note that when I joined the casino I was completely in the believe that I am on a Dutch casino which is legal to operate here and offer a Support in Dutch and allow iDeal which is only allowed to legalized casinos in The Netherlands!

Of course I do hope that you invite the casino representative to join this complaint to see their view and opinions.

PS: The chat history is quite long so I will add it later if needed. For now I hope you can start this complaint and invite the casino to join this complaint as they keep changing their Terms of Use without notice to claim that they were not wrong.

Dear Youssf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (https://heatscasino.com/page/Terms-Of-Use/):

Players can choose to self-exclude from a specific brand if they feel it necessary to control or limit their gambling behavior. It is essential to understand that a self-exclusion request for one brand is specific to that brand alone. It does not automatically apply to other brands, even if they operate under the same licensing umbrella.

Should a player desire to extend their self-exclusion to all brands under our company's license, it is their responsibility to expressly reach out to our Support Team for this purpose. 

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Do you have any supporting evidence that the casino has changed its terms and conditions?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Regrettably, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

Looking forward to hearing from you. 

Best regards, 

Dominika

Dear Youssf,

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.

Hello Dominika,

The casino did change its T&C and I have supporting evidence for that but it is no longer relevant as the casino reached out to find a solution.

Because of that I want to cancel my complaint on here and it can be rejected.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.