Heats Casino - Тегленето на играча е забавено поради KYC (познай своя клиент).

Dear Sir/Madame,

I would like to kindly ask for help with finally completing KYC verification of my account and withdrawing my entire balance.

On 20th. Oct. I created account on Heats Casino.

On 23th. Oct. I deposited 100PLN with 150 % Welcome bonus so amount of 150PLN has been credited as a bonus funds.

I started to play with displayed currency in EUR on Chaos Crew 3 slot from hacksaw gaming on 1 EUR bet and after several bets five scatters landed and begun bonus round resulted in max win (30 000x).

As I did not deep to bonus funds, this bet was placed for my real funds.

Unfortunately I still do not have possibility of enjoying winnings, I am unsuccesfully trying to complete KYC verification of my account from 27th Oct. and without your help It seems impossible.

While I understand that KYC is a very important and essential process I tried to fully cooperate with casino staff,but they just stopped responding for my e-mails and tickets.

My balance was 126 935PLN but without possibility of making withdraw, I played more. As I probably still have insane amount of luck I managed to wager over 1kk PLN, received platinum VIP status and got my balance up to amount of 170 099 PLN.

I player only slots.

As this amount is completly life changing to me I would like to kindly ask for helping me.

Thank you in advance and best regards.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pietres21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra

Hello,

On 27th. Oct. through a verification tab on the site I submitted a photo of my driving license and selfie with holding It.

On 3th. Nov. I received an e-mail from support that in order to continue verification of my account they need proof of my living adress so immediately I sended them my bank statement in PDF file.

On 6th. Nov. they responded that I should provide a copy of my recent utlitity bill, as I am receiving utility bills mostly in electronic forms I sended them my phone bill and letter from my car insurance company in PDF files issued within last 3 months.

I were informed by them that they are accepting proof of adress in a electronic PDF forms, unfortunately on a

9th. Nov. they responded that documents I sended cannot be a valid proofs of my living adress.

I asked one of my utility providers for a bill in paper letter form, received It on 17th. Nov. and immediately sended them e-mail with a photo of It and on 18th. Nov. they respondend me that they received It and they team will take care of the rest now. That was last e-mail from them.

On 20th. Nov. and 23th. Nov. I sended them e-mails regarding any updates but unfortunately they have not responded yet. As well my ticket from 27th. Nov. have not been even responded.

Thank you for your help and best regards.

Two days ago support finally replied me that my KYC verification is at final stage and I will receive update soon, but let's wait for completion It.

Dear Pietres21,

Thank you for the updates regarding your case.

To clarify the situation, could you please let us know whether the current status of your KYC verification has changed? Alternatively, if there has been any communication from the casino regarding your KYC, could you kindly share the details with us?

Thank you in advance for your confirmation.

Dear Petra,

My account KYC verification still has a pending status.

On 6. Dec I received an e-mail from casino support in which they informed me that verification of my account is in final stage, team is completing last checks and I should receive an update very soon but unfortunately without any timeframes.

That was my last communication with the casino support and I still do not have possibility of submit withdrawals.

Best regards.

It is been 9 days since last e-mail, I have not received any updates and verification status of my account is still pending, so I would like to kindly ask you for assistance please.

Thank you in advance.

Dear Pietres21

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Samuel,

Nice to e-meet you too, but I think your response should be received by other player🙂

Best regards

Dear Pietres21,

Please note that my previous welcome message was sent automatically by our system and may have been addressed incorrectly, my apologies for any confusion. Your case is being handled separately, and I’ll ensure you receive all relevant updates.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Heats Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Heats Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello to all ,

We just replied on the email ,

Happy holidays !

Dear Pietres21,

thank you for your patience.

I would like to clarify that Heats Casino has contacted me directly by email regarding this case. According to their message, the casino has identified certain irregularities on the account and, as a result, requires additional time to complete a thorough internal review in line with their security and compliance procedures. They have assured that the review is ongoing and intended to ensure a fair and correct outcome.

At this stage, the casino has not provided further specific details publicly in the thread, but I am monitoring the situation and will request an update once their review progresses.

In the meantime, please let me know if you have received any new information from the casino on your side or if there have been any changes since your last message. Any additional details from you could be helpful.

Thank you for your cooperation. I will keep you informed as soon as there is a further update from the casino.

Dear Samuel,

I did not received any additional informations from casino support and there are no changes, I still do not have possibility to enjoying my winnings as a KYC verification status of my account is still pending.

Only one thing has changed, It is withdrawable amount which after playing a bit is now 175,172.72 PLN.

Could you tell me which kind of irregularities has been identified on my account ?

Dear Heats Casino,

Thank you for your respond.

Is it possible to state estimated timeframes needed to complete verification process of my account ?

If any additional informations or documents are necessary from me just let me know please.

I would like to wish a happy new year for everyone and king regards.

Dear Pietres21,

thank you for the update and for providing the additional information.

At this stage, we will need to wait for an official response from Heats Casino regarding the pending verification, the identified irregularities, and the estimated timeframe for completing the review. Once the casino clarifies these points, we will be able to assess the situation further and advise on the next steps.

Please rest assured that I am monitoring the complaint and will follow up as soon as the casino provides their statement.

Hello ,

Thank you for your patience the review we are conducting should arrive to the end really soon. We will inform all of you here.

Dear Pietres21 and Heats Casino,

thank you, Heats Casino, for providing an update in the thread. We appreciate you taking the time to inform us, even in brief, so that everyone is aware of the current status.

Pietres21, this means that we are now informed of the situation, but without further details or confirmation from the casino, we won’t be able to move forward yet. We’ll need to wait for their final response regarding the verification and any identified irregularities.

I’ll continue to monitor the case and let you know as soon as there’s new information. Thank you both for your cooperation.

Hello all ,

We replied on your email.

Wishing you a great day !

Hello Pietres21,

We would like to update you that due to Samuel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Samuel 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 Samuel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I just want to inform that nothing has changed regarding KYC verification status of my account, withdrawable amount and don't even received any information from casinos support.

Best regards.

Hello everyone,

thank you for the update, Pietres21.

I would like to let you know that I am currently still discussing this case directly with the casino outside of the public thread, as it involves sensitive information that cannot be shared publicly.

As soon as I receive a clear response or relevant clarification from the casino, I will update this complaint accordingly. Thank you for your patience while I continue working on this matter.

Dear Samuel,

Is it possible to share with me through my e-mail adress any details of the discussed matter?

Best regards

Hello Pietres21,

thank you for your message.

At this stage, I have requested more detailed information and supporting materials from the casino. Since the casino has not provided a public statement in the thread yet, and because the matter involves sensitive information, I’m unfortunately not able to share further details by email at this moment.

Once I complete my review of the evidence provided and reach a clear conclusion, I will summarize the outcome and my position directly here in the complaint thread so everything is transparent for all parties.

Thank you very much for your patience and understanding.

Hello Samuel,

So the outcome of this case is predictable for me.

I just cannot wait for the official statement, as I am always carefully reviewing terms and rules before depositing somewhere and using services according to them 😀

Hello Pietres21,

Thank you for your message. I am still waiting for the casino’s response and the requested information. Once I receive it and complete my review, I will share the outcome here in the complaint thread.

Thank you for your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

We would like to inform you that we are still reviewing your case, as it has raised several fraud indicators related to a shared IP address.

Our team is carefully investigating the matter to ensure a thorough and fair assessment. We will update you as soon as the review is completed.

Hello everyone,

thank you, Heats Casino, for the update. I understand the situation and we’ll wait for the investigation to be completed. Please let us know once there is any new information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Heats Casino,

At the time I created my account with your casino, it was never my intention to obtain any financial benefit through dishonest or unfair means, nor to cause any form of loss to your company.

I am confident that no one within my household holds an account with your casino. I have never granted access to my account to any third party. Furthermore, I am connected via ethernet cable, I do not have a private Wi-Fi network, and I am sure that I am the sole user of the devices from which I access online gambling services.

I have used over a dozen gambling services over the years and have never experienced problems like this, but I have also never had such an incredibly happy session. I am also aware that some websites are secured by an automatic system that immediately detects such practices, which leads to instant account blocking and confiscation of funds. So engaging in such fraudulent activities deprives players of the opportunity to enjoy potential winnings that come with a bit of luck; without that opportunity, gambling becomes pointless.

I would also like to assure you that I have not acted in collusion with any other players. Before using any services, I always review the applicable terms and conditions and ensure that my activities remain fully compliant with them.

I must admit that I do not entirely understand the specific concern related to the "shared IP" matter. If it regard to my external IP address coinciding with that of another user, I consulted my internet service provider and was informed that such a situation may occur. This is because I use the services of a small local ISP whose network operates as a public network. As a result, multiple users within this network—who are customers of the same provider—may appear under the same external IP address. As you are certainly aware, this situation may arise due to the limited global pool of IPv4 addresses.

I would like to emphasize that, apart from the identical external IP address, I have no connection whatsoever with these individuals. They are complete strangers to me and certainly reside in separate households. I have never cooperated or coordinated with them in any way with the intention of obtaining an unfair advantage and any other. According to my basic tech knowledge, the only possible common factors are the match of external IP address, the use of the same internet service provider, and potentially residing in the same city.

If I actually went against your regulations, I assure you that I did it unknowingly and unintentionaly so I would like to apologize in advance.

For the sake of completeness, I would also like to mention that my devices are configured to use Google’s public DNS servers (8.8.8.8 and 8.8.4.4). However, as DNS configuration does not affect the externally visible IP address or its geolocation, I assume that this is unlikely to be related to the matter currently under investigation.

I hope that my statement will be duly taken into consideration during your investigation and that it will assist in clarifying the situation. Should you require any additional information, technical details, or identity verification documents, please do not hesitate to let me know, and I will gladly provide whatever is necessary,

Best regards.

Dear Heats Casino,

If it possible, as a follow-up to my previous statement, I would like to kindly request for more precise information which specific indicators raised your investigation, by publicing It here or sending on my e-mail adress linked with casino account.

Providing these details would help me better understand the situation I currently find myself in, and I hope it would also allow us to reach a resolution more quickly and efficiently.

Thank you in advance and best regards.

Hello to all ,

We just replied on the email ,

Wishing a good day !

Hello everyone,

thank you Heats Casino for the email update. From my side everything is clear and there are no further questions at this moment.

Pietres21, thank you for your detailed explanation and transparency. I believe your information is genuine and appreciate your cooperation.

Heats Casino, once you have analyzed the entire situation and reviewed all relevant documents, could you please share the final outcome directly here in the thread? This will ensure full transparency and closure for the player.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

We replied you on email.

Have a good day.

Hello everyone,

thank you, Heats Casino, for your email. I confirm that I have received your latest message and have responded to you with additional follow-up questions to clarify certain aspects of the case.

Dear Pietres21, I would like to assure you that the case is still being actively reviewed from my side. At this stage, I am waiting for further clarification and supporting details from the casino so I can properly assess the situation.

Thank you for your patience. I will update the thread as soon as I have more information.

Hello all,

We had sent the additional information requested on your email.

Wishing you a great day.

Hello everyone,

thank you, Heats Casino, for your additional information. I have now responded to your message directly with follow-up questions.

Dear Pietres21, I want to assure you that your case is still being actively reviewed. I am waiting for the casino’s clarification to make sure all aspects are properly assessed before moving forward.

I appreciate your patience, and I will provide an update here as soon as I receive their response.

Hello,

I would like to sincerely thank the Casino Guru team, and Samuel in particular, for their assistance and support in handling my case.

However, I have serious doubts as to whether investigations concerning alleged breaches of specific provisions of the casino’s terms and conditions should reasonably take this long to conclude.

I do not have full insight into the technical aspects of such investigations, and if my understanding is incorrect, I would like to apologize, but it seems reasonable to assume that if a violation has indeed occurred, it should be possible to determine this conclusively, and a decision should have been reached by the casino’s administration within such an extended period of time, it is difficult to avoid the impression that the terms and conditions are being used as a tool to justify withholding winnings, rather than to ensure fair play.

To date, no clear or definitive statement has been provided in my case. This raises concerns regarding the professionalism of the casino’s administrative processes and the overall reliability of the services it provides.

That said, I remain hopeful that the casino’s administration will take responsibility for its actions and bring this matter to a proper conclusion. What initially appeared to be a positive experience within an industry intended to provide entertainment and fairly acknowledge players’ successes, If they are lucky enough, should not be allowed to turn into a prolonged and frustrating situation.

At this stage, I am primarily seeking a immediate presentation of specific evidence supporting the allegations and a clear and final decision in my case or, in the absence of substantiated grounds, completing the KYC verification process of my account and making the withdrawal of my entire balance possible which is now about 203 000 PLN.

For my part, I undertake to provide any required documentation and to provide access to the technical aspects of the devices I used to access the casino’s services and the specific details of the internet network operated by my ISP, If it would be necessary.

Best regards.

Hello Pietres21,

thank you for your message and I completely understand your concerns.

At the moment I’m still waiting for a reply to the follow-up questions I sent to the casino by email, so there’s unfortunately no new information I can share yet. I also hope they come back with a clear and straightforward explanation so we can finally move this forward properly.

As soon as I hear from them, I’ll update you right away.

Thank you for your patience.

Hello ,

We replied the follow up questions.

Have a good day!

Hello everyone,

I have replied to the casino’s email with a few follow-up questions in order to further clarify the situation and better verify the evidence they provided.

I will update you as soon as I receive their response.

Thank you.

Hello ,

We replied the additional questions.

Have a good day!

Hello everyone,

thank you, Heats Casino, for providing the detailed internal timeline and supporting evidence regarding this case.

After reviewing the full investigation, including the account activity history, matching technical indicators (IP address, device environment, and user agent), as well as the timeline of KYC requests and the lack of response from the secondary account, the casino’s conclusion is supported by the information provided.

The sequence of events presented by the casino also shows a consistent pattern of overlapping account usage followed by non-cooperation during verification, which forms the basis of their decision.

Dear Pietres21,

based on the evidence and explanations provided by the casino, we consider the multiple/duplicate account violation to be sufficiently confirmed. Therefore, the complaint is rejected as it constitutes a breach of the casino’s Terms and Conditions.

As the casino has provided a clear internal explanation supported by technical and behavioural data, there are no further grounds to proceed with this case under our complaint resolution process.

The complaint is now closed as rejected.

Thank you for your cooperation throughout the process.

Best regards,

Samuel