Heats Casino - Сметката на играча е затворена преди кешбек.

Hello

Last week I deposited 8000 pounds in Heats Casino, today is cashback and heats casino 5 min before cashback blocked my account !

They robbed me around 550 pounds .

Is a lot scams there but this is to much.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Could you please advise if you had any remaining real money balance in your casino account?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello

I played on live casino more and sometimes slots.

Also I would like raport this casino is so scam , when I win something on live casino or somewhere they removed later this game from my account, they removed a lot games when sometimes I win something, so scam.

Yes I have fully verification on heats casino.

About money I have around 550 pounds I think, unfortunately they blocked my account , I had cashback around 550 for withdraw but they block my account . They waiting few days and block my account 5 min before cashback and my withdraw .

Thank you for your response. I would appreciate it if you could clarify whether you had any real money balance in your account. Alternatively, was it solely the cashback? If it was the cashback, had the funds already been wagered, or were you still waiting for the amount to be credited?

I look forward to your reply.

I still waiting for the amount will be credited, this cashback no need wagering, I deposited a lot thousands and also I thinking if I lost still I have cashback and some chance , but they robbed me and scammed and not give me my cashback and also blocked me my account. This cashback was a real money but they robbed me .

Heats Casino is a Scam ! This is horrible how they robbed me from my money and cashback.

Why you ignored me ? 3 weeks and you do nothing only ignored me and wait

Thank you for your reply.

After reviewing the information you provided, we understand that the funds in question were an expected cashback that had not yet been credited to your account at the time it was closed. Unfortunately, since no real money funds were withheld from your account upon its closure, we are not able to pursue this complaint any further.

According to the casino's Terms and Conditions:

16.7. Heatscasino.com has the rights to withhold any credits, bonuses, items in the shop, coupons, loyalty points or prizes awarded as part of a promotion at its own discretion. If the user negotiates a daily or weekly cashback deal with the casino, and the casino believes that they shouldn't pay the player this cashback, they have the right not to add it. This typically can happen if a player is up money in a month, and are requesting cashback on their losses or deposit. Cashback does not arrive to accounts that have been closed and can be removed from any accounts.

In general, casinos are entitled to close accounts at their discretion, provided they do not withhold legitimate real-money balances.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of Heats Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following information from the casino:

Dear Casino Guru Team,

We decided to reopen this case to provide further clarification.

We would like to clarify that the player's account was not restricted due to cashback, winnings, withdrawals, or any promotional matter.

The account was temporarily restricted because our payment provider requested additional documentation as part of standard AML verification procedures.

These checks are mandatory and are performed to ensure compliance with applicable regulations and payment security requirements.

The player was informed about the requested documents; however, instead of providing the requested information, the player claimed that the account action was taken unfairly and escalated the matter.

We would like to confirm that there was no bad faith involved. We are simply requesting the player's cooperation in completing the required verification process.

We are still waiting for his documents, we kindly ask the player to provide the requested documentation so the review can be completed.

Kind regards,

Dear PiotrKa84,

Could you please address the casino's request?

Thank you in advance for your cooperation.

Hello all,

The player has now provided the requested documentation, and after reviewing the information received, the cashback calculation was completed accordingly.

Once the player cooperated and submitted the required documents, our team proceeded with the review, and the eligible cashback amount was credited to the player's account.

The matter has therefore been resolved, and the player's request has been addressed accordingly.

Dear PiotrKa84,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru