The player from Germany deposited 200 euros and won 7,000 euros, but is concerned about not receiving the funds due to a lack of response to verification documents submitted.
Heats Casino - Player's withdrawal is delayed due to verification issues.
Amount: €7,000
Heats Casino
Safety Index:Above averageSafety Index
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7.9
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Case opened
Current status
Waiting for Casino Guru to reply
6d 16h 42m 31s
Case summary
7 hours ago
Public
Public
yesterday
Translation
Hello, on Sunday, December 22nd, I deposited 200 euros at the casino.
I won 7,000 euros.
I immediately sent documents for verification.
However, I am not receiving any replies to my emails.
I am worried that I won't receive the money since I am still not verified 
Automatic translation:
Public
Public
yesterday
Hello Alineb1991,
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 since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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.
Public
Public
23 hours ago
Translation
I sent the documents on Sunday.
It says up to 48 hours these are over.
In the chat I am told that I have to wait. There is no response to emails
Automatic translation:
Public
Public
23 hours ago
Hello Alineb1991,
As advised above, it takes up to 14 days to verify an account and can take even longer during the holidays.
Let us know in case the process would take longer than 2 weeks. Until then I can only advise to wait and follow the casino's instructions.
Regards,
Nick
Casino Guru is examining the case
