Heats Casino - Igrač je imao problema sa turnirom i bonusom za povraćaj novca.

I was invited to support this casino and participated in a tournament, but there were many unnatural aspects and I suspect that they conducted a fictitious tournament.

Also, my balance suddenly dropped to zero and the support said they would investigate and I have not heard from them since.

Please let me submit data proving that the casino actually held the tournament and paid out the prize money to winners other than me.

If the casino guru determines that the suspicion of fictitiousness is extremely high, please issue a compensation order for the entry fee and the reduced balance,.

Dear andandjonnyx,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you've encountered with the tournament at the casino.

To better understand the situation and assist you further, could you please clarify the following:

1. What exactly happened during or after the tournament that led you to believe something went wrong?
2. Did you pay any entry fee or make a deposit to participate in the tournament?
3. Do you still have access to your account, or has it been limited in any way?
4. What kind of evidence do you currently have to support your claim? This could include screenshots, emails, or chat conversations.

If you have any relevant communication or proof, please feel free to forward it to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

First, on April 6, I received a message from the support team via live chat saying that such a tournament had been organized to compete for wagers.

By the way, here is the prize list.

The top three winners will also receive jewels, but the size of the prize pool is approximately 100,000 euros, a figure that seems extraordinary considering the size of the casino.

🏅 Here’s What’s Up for Grabs 🏅

1st Place: €40,000 + Piece of Jewelry from shop

2nd Place: €20,000 + Piece of Jewelry from shop

3rd Place: €10,000 + Piece of Jewelry from shop

4th Place: €8,000

5th Place: €5,000

6th Place: €4,000

7th Place: €1,000

8th Place: €500

9th Place: €200

10th Place: €100

Despite my suspicions, I decided to enter the tournament and checked the leaderboard one day before the tournament was to end.

As it turned out, first place had about $200,000 at stake, and I was in seventh place.

And finally I bet $200,000 from this state.

And when I checked the leaderboard after the end of the tournament, I was in 10th place.

The leaderboard is not published by the casino and I checked it directly with the support.

Few, if any, other participants would have been aware of the progress along the way, had it existed.

As you can see from the leaderboard one day before the end of the tournament and the leaderboard at the end of the tournament, everyone bet a much larger amount on the last day than they had in the previous periods.

But as I said earlier, the leaderboard for this tournament is not public.

Support did not even tell me the time period until I asked.

It is unnatural for everyone to bet so much on the last day in such a tournament.

In addition, the casino allows you to see other players' bets in real time, and high stakes are recorded in your history.

I was playing on the last day, checking the history, and I did not see any player who had made such a large bet.

The above suggests that this casino is holding a fictitious tournament, and the fact that they placed me in 10th place in the final standings seems to be a response to hide this fact.

And even that prize money and cash back, the casino made it disappear from my balance for no reason.

It has already been a few days since I said I would check, and I have not received any response.

Dear andandjonnyx,

Unfortunately, we don’t have the means to verify whether other players truly placed those large bets on the final day, as we cannot access the casino’s internal bet logs for all participants. What we can do is focus on the information you have and on the outcome you personally received.

Could you let us know whether you ultimately received the prize for 10th place? If so, when and in what form did it arrive in your account?

Thank you in advance for your reply.

It was granted on April 10.

Later, cash back was also granted, but the entire amount was forfeited without cause shortly after.

The casino's support said they would investigate, but have not responded in any way.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter ([email protected]) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi andandjonnyx,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Heats Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Hope all is well - We have written a response.

Kind regards,

Heats Casino

Dear Heats Casino team,

Unfortunately, I haven't received any response from you yet. My email address is [email protected].

Hi Peter,

Hope you are doing well.

A member of our team did send the response to that email but maybe you didn't receive it. We have forwarded the response to your email once again.

Kind regards,

Heats Casino

What do you think the complaint is being made public for?

It is to prevent misrepresentation and it is not acceptable to ignore the parties involved and give explanations to the casino gurus.

Thank you Heats Casino team for your emails. I found them in my spam folder. Please try to address the player's concerns and explain the whole situation.

Dear andandjonnyx,

Thank you for your message.

Our casino, like all reputable operators—including land-based establishments—reserves the right to choose which players we welcome into our promotional programs. Our internal risk and compliance team, which is made up of experienced professionals, regularly reviews accounts to determine suitability for continued promotional engagement. In your case, your account was flagged as high-risk, and based on our internal criteria, the decision was made to discontinue offering promotional benefits.

It’s important to note that this is a standard practice across the industry. Just as a land-based casino may choose to refuse certain patrons or selectively offer perks to specific guests, we retain the same discretion to protect the integrity of our promotions and ensure a fair playing environment.

Additionally, our team has observed that you have submitted numerous complaints across top-tier casinos on platforms such as CasinoGuru. This pattern further supports our internal decision, as it aligns with the risk indicators we take into account when determining promotional eligibility.

To clarify: the tournament you participated in was real, and you rightfully earned €100 as part of that competition. However, the cashback initially credited to your account was a discretionary promotional benefit, not a guaranteed entitlement. As such, we reserve the right to amend or remove such benefits, especially when an account is no longer eligible for promotions under our risk management guidelines.

We appreciate your understanding and wish you all the best.

Additionally, the cashback amount was not 2,500 USDT but was 456 EUR.

Kind regards,

Heats Casino

You don't seem to understand the story.

Why are you confiscating account balances including deposits and winnings when you say you have restricted promotions?

If the promotion itself is to be voided, then it makes sense to refund the tournament entry fee(2000EUR).

There is no way they can take the entry fee and forfeit the prize money because of the promotion's restrictions.

The same is true for cash back.

If they were claiming that the promotion was voided, they should have contacted us in advance.

It is not reasonable to solicit deposits by saying that cash back is available and then contact them after the fact without actually granting the cash back.

Once the cash back is added to my balance, it is my money.

I cannot allow it to be confiscated without a valid reason.

In addition, the casino has not provided any evidence that the tournament took place.

We have asked other users and they have not been contacted by the casino to say that a tournament was held.

If this tournament actually existed, the casino would lose a lot of money if even the first place user bet only $500,000 and the casino awarded this user $20,000 and gems as prize money.

Given the size of this casino's operations, there is no way they would accept a significant loss without announcing the tournament.

Dear Casino Guru

As you can see, the casino used underhanded means to send me a false promotional offer to make a deposit and then void the promotion.

I have never been informed about the disabling of promotions either.

The voiding of the promotion is a kind of contract renewal and should be activated only after the casino notifies me.

If the casino is allowed to make its case, then after I have deposited using the deposit bonus and then cashed it in, they can confiscate the entire balance on the grounds of promotion deactivation.

If the casino voided the promotion, then of course the tournament itself would be voided, and in this case, the entry fee should be refunded as well.

Hi all,

Thank you for your replies.

Dear Heats Casino team,

As I understand it, the player won €100 in a tournament and received €456 in cashback, which were subsequently confiscated. We maintain that once a bonus is granted, the casino should honor any resulting winnings unless the player breaks any relevant rules. Blocking a player from future bonuses is acceptable, but reversing a bonus already awarded is not. I'm afraid the high-risk player argument is an insufficient justification.

Hi Peter,

We respect this and honor the winnings in the tournament as he did have participation in it. We have reopened the user's account and funded it with 100 EUR.

Kind regards,

Heats Casino

If they were really holding a tournament, there would be a history of awarding prizes to the top 10 players and correspondence asking for addresses to send jewels to the top 3 players.

blurring the personal information and then submitting that to the casino guru.

Hi all,

Thank you for your replies.

Dear Heats Casino team,

What happened to the €456 in cashback?

By the way, the casino's lie that I deposited 100 euros is a stalling lie.

Hi Peter,

Our team has decided to forfeit the cashback as we previously mentioned as it follows the terms in our terms of use.

Kind regards,

Heats Casino

Then please return the tournament entry fee.

Dear Casino Guru

As you can see, the casino only solicited tournament entry fees from its users and selfishly voided any prize money or cash back.

This is extremely dishonest behavior for a casino operator.

Even if it is not stated in the terms of service, as long as this kind of behavior is confirmed, the rating of this casino needs to be lowered in a heartbeat.

Dear Heats Casino team,

While we understand that you may have internal risk assessment procedures in place, flagging a player as "high-risk" after the bonus has already been awarded does not justify retroactively invalidating the cashback or seizing the resulting balance. Once the bonus was granted and accepted by the player, it became part of their active account balance. At that point, the player had every reason to expect that any gameplay and resulting winnings would be honored unless he breached any relevant rules.

We respectfully urge you to reevaluate this case and consider restoring the confiscated balance. Upholding clear and fair treatment is essential to maintaining player confidence and the integrity of your brand. If the cashback remains confiscated, we have no other choice but to close the complaint as unresolved, which may affect the casino's rating.

Dear andandjonnyx,

Since you received a prize from the tournament, the casino won't refund you the tournament entry fees.

Dear Peter.

In the first place, the casino also voided the prize money.

If you accept the casino's claim, you should refund the entry fee since the tournament itself is voided in the first place.

The casino is trying to be extremely expedient by only disabling winnings and cash back, but enabling tournament entry fees.

What you need to do is to hold an internal meeting to decide whether you accept the casino's argument and refund the 2000€ entry fee, or not accept the casino's argument and refund the prize money and cash back.

Also, to begin with, the complaint is that the tournaments held by the casino are fictitious.

After discussing with several users of this casino, it seems that they offer different leaderboards for each of them, and furthermore, they do not grant prizes for made up reasons like mine.

Please demand from the casino proof that they have paid each user the prize money for the tournaments, etc.

Hey all,

Just replied to you Peter.

Kind regards,

Heats Casino

What do you think you are submitting a complaint for and making it public?

It is to prevent fabrication.

Don't sneak convenient information to the casino guru's staff, but write here properly.

Dear andandjonnyx,

Do I understand correctly that you haven't received the €100 refund yet?

Dear Heats Casino team,

I've explained our position in more detail in my last email.

yes

As soon as they received the money, the casino confiscated it on the grounds that the promotion was invalid, so it is common to determine that they did not receive it.

Hello,

We see the winnings from the tournament were mistakenly removed and we have just added back the winnings to the account so he is free to withdraw them!

Kind regards,

Heats Casino

Cash back has not yet been returned.

I am not going to play along with the casino's stalling any longer.

Essentially, what this casino has done is something that would make it a low rated casino if it were written in the terms and conditions.

This casino is doing such a thing without writing it in their terms and conditions.

Please put this casino's rating in red letters immediately.

Dear Heats Casino team,

Please refund the player's cashback to their balance. After the cashback is used and the player withdraws any remaining funds, you can block the account.

Hello all,

To close this complaint we have credited back the cashback. Hoping you all had a great weekend!

Kind regards,

Heats Casino

I just submitted a withdrawal request.

Withdrawals have been completed.

I'm not happy that they have stalled so long and issued an insane operating policy with no blame.

Casinos that have terms and conditions that are unfavorable to their users or open to arbitrary interpretation will be rated low by CasinoGuru, even if they promise not to apply them to their users.

This casino tried to apply something that was not in the terms of service to its users and reluctantly agreed to refund the money after being lectured by the casino guru.

The attitude of the management is extremely poor. Please review the casino's rating.

Thank you, Heats Casino team, for reconsidering.

Dear andandjonnyx,

We’re glad to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. We will keep a close eye on the casino. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter