The player from Kuwait had their account at Heats closed after losing approximately 1200 CAD, as it had been opened despite having a closed account at Deloro due to gambling addiction. The complaint was reviewed, but it was determined that the player had not requested a self-exclusion directly with Heats Casino, and therefore, the casino was not obligated to refund any winnings. Consequently, the complaint was rejected due to the lack of evidence for a self-exclusion request at Heats.
Heats Casino - Player’s account has been closed.
Amount: Can$1,200
Heats Casino
Safety Index:Above averageSafety Index
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7.9
Heats Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
This casino is the same casino as Deloro casino. I have an account opened with after I came to know that same casino. Which they shouldn't opened or activated my account bcoz my account is closed with deloro for gambling addiction.
And now Heats they closed my account after loss around 1200 CAD.
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1 month ago
Hello Alprince2001,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Heats Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise when did you request for self-exclusion?
- Since when is your new account open?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Could you please advise when did you request for self-exclusion?
Was closed pn their sister casino deloro on Dec 2023
Since when is your new account open?
November 22 2024
When was the last time you spoke to the casino and what was it about?
On November 23
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1 month ago
Hello Alprince2001,
Did you ever mention you had gambling problems to Heats Casino?
Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.
Regards,
Nick
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1 month ago
Yes. When I asked about deloro-casino I told them I have closed my account due to gambling addiction. They said that deloro-casino doesn't relate to them.
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1 month ago
Hello Alprince2001,
Unfortunately, there isn’t 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.
Unless you requested a self-exclusion directly in Heats Casino, the casino is not obligate to refund anything.
Is there any evidence that you did request for exclusion in this casino?
If not, we will be forced to close the complaint.
Regards,
Nick
