Heats Casino - Player's withdrawal is delayed.

good evening, I am a new user of heat casino, I joined because of the reviews and I have a problem with my withdrawal and the mockery of this particular casino, while they write that they have direct credits, I said to come in and try, I put money, I won a little, I made a withdrawal of 66 euros, which is in a second and after some hours I said to make another withdrawal of 100 euros and it wrote that it was done I entered my bank and the money of the second withdrawal didn't go to my bank, I send them a message in the chat and tell them we'll look into it, and they keep saying that they sent it and it's a matter for the bank, while I tell them how it's done since the first withdrawal was made right after they changed it and they tell me it's their fault the processing and we are trying to solve it please be patient after 9 hours of waiting they send me that now it is the provider's fault and we are talking with him as you understand, they keep lying to eat up time, exactly 10 hours have passed and I still haven't received my money, I would like the guru's help to resolve the matter. and let me inform you that they have closed the chat in the browser, they only have it open if you enter a private environment so that you cannot take a screenshot.

Dear Aristidis,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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.

Of course, I have successfully completed the KYC, otherwise my first withdrawal would not have gone through successfully. As I wrote to you, I made 2 withdrawals with different 3-hour periods, one was successful and the other was not. And let me remind you that this particular casino has instant transfer, which means the money should be in my account in a second, which did not happen.

Thank you for your reply. Please send me a screenshot of your withdrawal history, so that I could check the date and status of your withdrawal requests.