Heats Casino - Player's account balance has been unjustly confiscated.

Hi to all.

i deposited to Heats casino, on Saturday 07/12 using the 60% reload they have. Once i cleared the wager i had around 270 euros in my balance. but they removed the 150 ald left me with 120 euros in my account which is the 10x of the 12 euros bonus i received. They have max 10x of thr bonus amount.

Having 120 euros withdrawable balance and since i had cleared the wager, i continued playing for hours there and i managed to reach my balance to 15079 euros.

I checked how can i withdraw and in the withdraw section i got 2 messages. One that i have to KYC and another message that i have to close my active bonus.

in the bonus section i didnt have any active bonus as i completed the wager. i asked the support about it and they said that i had to clear cookies etc, which it didnt work.

i told them that it didnt work and thet said that they will search for a solution.

after an hour i entered my account and i found that i had only 120 euro balance in my account and the funny thing is that the message is still there.

i want my funds reinstated to 15000. i dont find a reason why the casino yook my balance.

they removed the excess balance once when i finished the wager and i was left with a real withdrawable balance to continue playing.

tnx for the assistance.

Dear pascal79,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Heats Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did you receive any notification or a message the maximum cashout of the bonus persists until you receive a withdrawal when you continued to play?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, no I did not receive any message of this kind. As I said they removed the extra balance when I completed the wager and I was left to my balance with 120. Then I continued to play with this balance.

I send you the chat transcript to your e-mail, tnx in advance.

This is the transaction history.

this casino is fraud.

 I checked the terms rules of Heats casino and compared them to del oro casinos terms. They are sister casinos, they have the same promos, almost Identically terms and it seems that the only difference is that casino Heats added an extra bonus rule just for my case. 

I provide you with screenshots.

Thank you very much, pascal79, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear pascal79,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Heats Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Heats Casino,

Could you please provide detailed information about this case, specifically explaining the reasons the player's winnings were capped despite the fact that they had previously fulfilled the wagering requirements for the bonus?

A clear and thorough explanation will help us better understand the circumstances and address the player's concerns appropriately.

Thank you for your cooperation, and I look forward to your prompt response.

Best Regards,

Kubo