Heats Casino - El retiro del jugador se retrasa debido a una verificación sin finalizar.

I have been waiting for my account to be verified and my winnings to be released since July. I have emailed them on support@heatscasino.com over 10 times and never heard back. Their Live chat is not helpful and tell me to email which i have a ive never heard back

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents have you sent to the casino for verification?
• Could you please confirm that your emails have been sent successfully and that you have not received any notification about failed delivery?
• What suggestions did you receive from the live chat after you complained about your emails being ignored?
• Please forward me the emails you have sent to the casino with your verification documents so far at veronika.f@casino.guru.
• Has this casino ever responded to any of your emails about any issue?

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

Veronika

I sent them a photo of my driver's licence and a selfie with it. Yes, I can confirm that my emails were sent successfully. The agent just told me to email them, which I did multiple times, but they keep ignoring me. There's been absolutely no response from the emails I sent.

Thank you for your response and for the email. Before we proceed with your case, I need some additional information:

What types of games did you play?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly specify its name and send me a screenshot or a link to it.

When was the last time the casino communicated with you regarding the verification of your account?

I played the Aztec Magic Megaways. No, I won with real cash not with a bonus. Though, I claimed their welcome bonus, but I wasn't able to used it. I tried reaching out to them several times via live chat, but the agent just kept telling me to email them. After emailing them multiple times, asking about my verification, I never received any response. It's been months now. I already sent to them all the documents they requested but they still haven't verified my account.

Thank you very much, LoriC245, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear LoriC245,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Heats Casino to join this conversation and assist in addressing the complaint.

Dear Heats Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear LoriC245,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan