Heats Casino - Средствата на играча се конфискуват поради нарушения на правилата.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

2.3.3. To avoid human error we ask that players with gambling addiction to self exclude in the account settings. Players can select different self exclusions periods. We do not take responsibility of the human error of support agents in handling the closure of accounts. We also do not handle gambling addiction tickets through our ticket system as it is not our primary source of communication. You may email us at [email protected] or access us through our 24/7 live support. Please confirm a response from our team that your account has been closed.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you tried setting the self-exclusion 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

Dear Jokosik,

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

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

Dear Player, could you please address my previous message?

Thank you in advance for your reply.

Hi!

The casino did not respond to my complaint in any way.

So, I requested a withdrawal limit again, and it was set.

However, after losing money, I immediately sent several messages to the main chat asking to increase the limit—which was then removed, contrary to the terms and conditions. But when I wrote to them stating they had no right to do this and that I would file a complaint, they ultimately closed my account.

Hi!

The casino did not respond to my complaint in any way.

So, I requested a withdrawal limit again, and it was set.

However, after losing money, I immediately sent several messages to the main chat asking to increase the limit—which was then removed, contrary to the terms and conditions. But when I wrote to them stating they had no right to do this and that I would file a complaint, they ultimately closed my account.

Hello Jokosik,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for your reply.

Could you please clarify whether you ever requested self-exclusion from the casino, or did you only request the €1,000 monthly deposit limit?

Additionally, could you please forward the communication in which you informed the casino that you were experiencing gambling problems?

You can send it to me via email at [email protected], or you can attach screenshots here.

Thank you very much in advance for your reply.

Best regards,

Attila

Don't try to find a way out of this; I informed you via chat—and you already admitted to it in previous messages—and I have proof of this in my emails and in your chat logs. Don't you have access to your chat history?

I asked you to set a monthly deposit limit of €1,000, but whenever I lost money and wrote to you, you removed the limit within minutes—and this happened several times.

We only closed the account after I had already filed a complaint against you and lost €5,700.

In your email, you state that deposit limits can be changed at my request.

Since when are such practices in place—where a player with a gambling problem reports it, yet can later simply write to you and change the limit?

Around the same time—and even before asking the casino for a limit—I also contacted my bank to state that I had a gambling problem and needed help blocking transfers to the casino; I informed you of this as well, yet after I had lost €1,000, you immediately removed my limit upon my request.

Hello,

I would like to clarify that you are not communicating with the casino here. You are communicating with Casino Guru, an independent complaint mediator. We do not have access to the casino's internal systems, chat history, or records, and we can only assess the evidence that is provided to us by both parties.

To proceed with your complaint, we kindly ask you to provide the evidence requested in my previous message. In particular, please forward the communication in which you informed the casino about your gambling problem and requested the deposit limit. You can send it to me by email at [email protected] or attach screenshots here in the complaint thread.

Thank you for your cooperation.

Best regards,

Attila

Casino Guru Complaint Resolution Team

Dear Jokosik,

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