Heats Casino - La cuenta del jugador ha sido cerrada y los fondos han sido confiscados.

Hello

I am opening a dispute with heatscasino after they have closed by account and are not returning the balance on the account to me.

I have had an account with heatscasino since roughly November of last year. My account was fully verified.

Last week I deposited approximately 50usd in the equivalent of ethereum. There was no bonus attached to this deposit, I was playing with my own money. I played some hands on blackjack and went to withdraw, and found that I was unable to, and I was being prompted by the website to submit KYC documents. Confused by this I messaged support.

I was later informed by support that the financial department had put a block on withdrawing from my account whilst they investigated some suspicious activity, however I was still free to deposit and play with my balance. The next day I played a few more hands on blackjack and increased my balance to 72usd. I found that the option to withdraw was still blocked, and I was advised to submit a support ticket.

Today I have tried to login to my account, and am now unable to do so. Chat have informed me my account is closed, and they will not engage in discussion about returning the balance on the account to me. I would be grateful to casinoguru for your support.

Dear waikika,

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.

• Do I understand correctly that you have not received any updates or information regarding the suspicious activity that was mentioned?
• What kind of documentation have you submitted for the KYC process? Did you receive any confirmation?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Dear Kristina

i have forwarded you 4 email chains of recent discussions with the casinos support staff.

In one of the chats there is reference to me having made a deposit and then withdrawing the deposit soon after - however they don’t specify any further other than to say I have breeched their terms and conditions.

verification required submission of proof of ID and a selfie. This was through their verification portal so I have no email confirmation.

thank you

Thank you very much, waikika, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, waikika,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Heats Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have the disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and applied rules?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

Hope you are doing well. We have responded to this complaint.

Kind regards,

Heats Casino

Thank you for your email and the clarification, Heats Casino Team.

Can you please look at my last email regarding the matter and provide me with the requested?

Thank you.

Hi Branislav,

I have just replied to your message.

Kind regards,

Heats Casino

Thank you for your email and the additional details, Heats Casino Team.

Dear waikika,

Considering your deposit/withdrawal "procedure" - repeated deposit and subsequent withdrawal of almost the same amount shortly after the deposit (within less than half an hour) - can you please explain what the purpose of your registration and play at the casino was?

Are you aware of the fact that it could breach the casino's Terms and Conditions (AML rules)?

The casino informed you about their position and that you cannot play in such a way, depositing and withdrawing right away, much earlier than your account was blocked for the last time, due to the same reason, so you were informed about it before your last deposits, but you continued with that anyway. Why?

You mentioned that you played and increased your balance because your account was restricted from making withdrawals. However, the transaction history says something else. Do I understand correctly that you did not increase your balance by playing but rather by making another deposit to the casino?

Thank you.

Hi Branislav. As you are aware my account on heatscasino is not active so I do not have the benefit of accessing my account and looking at my deposit and withdrawal history as a reference point.

Your first question.

can you please explain what the purpose of your registration and play at the casino was?

To play online casino games, and enjoy some gambling. May I ask, are you implying a sinister motive on my behalf? I disagree with the notion that I repeatedly deposited and withdrew straight away. Can heatscasino point to some examples, and quantify this? To elaborate, I have been a member of heatscasino for months, and over that time I had probably made >30 deposits, and made $100000 of wagers. Yes, there may have been one or two times where I had deposited, but then decided against and instead withdraw my deposit. There is one time, In the first or second week of April where I had made a deposit, for a deposit bonus, the live agent had stopped responding, and did not add the bonus to my deposit - I therefore changed my mind on playing and withdrew my deposit given the agreed bonus had not been added at that time.

However to insinuate that I had a repeated pattern of behavior of constantly depositing and immediately withdrawing is incorrect - my wager history would demonstrate that, and I disagree with this notion. How many times am I alleged to have repeatedly deposited and withdrawn within a short space of time?

Your second question

Are you aware of the fact that it breaches the casino's Terms and Conditions (AML rules)?

No, to be honest I wasn't aware. Although I can see this on the AML section of their website. However I would contend that heatscasino AML safeguards are not particularly robust. Heatscasino cryptocurrency withdrawal process is instantaneous, as soon as you place your withdrawal address in the cashier and submit the withdrawal request, the money is in your wallet, regardless of how many times you turn it over - withdrawal requests aren't routinely reviewed.

Every other online casino I have played at will have a withdrawal reviewed prior to being granted, and will reject the withdrawal if the minimum wagering requirement isn't met (i.e. 3x). Why don't heatscasino do this? Instead they have a predatory AML policy that states they will confiscate your money. Whilst we are on their AML policy, have you read it Branislav? It comes across very predatory.

"If you are a player playing on Heats Casino or any casino under the same licensing umbrella, you must wager your deposited funds at least 3x before withdrawal. If you deposit funds, and attempt to withdraw those deposited funds without any significant difference in your balance (at least 50% balance differential from deposit), this can and will be flagged as money laundering, and your funds will be confiscated.  "

Have you read that last line? Say If I were to deposit $10000, and I go onto make $1000000 in wagering, and through this lose $4000 and decide to withdraw my remaining $6000. As per their policy they reserve the right to confiscate that $6000, as the change in balance would be less than 50%. That's incredible!

Your third question

The casino informed you about their position and that you cannot play in such a way, depositing and withdrawing right away, much earlier than your account was blocked for the last time, due to the same reason, so you were informed about it before your last deposits, but you continued with that anyway. Why?

I disagree with this, when did the casino inform me of this previously? Also, my final deposit, the one that this dispute is about. I didn't withdraw it, I wasn't even able to try and withdraw it as the withdrawal section on my account was blocked off. Yes, I wanted to withdraw it, however again I wasn't able to. So in regards to this $50 deposit I made, how did I exactly breach the AML policy on this occasion? Yes a deposit must be wagered x3 before a withdrawal could be made - however the point is a withdrawal wasn't made yet, so I couldn't have breached the policy on this specific occasion/deposit.

Your fourth question

Do I understand correctly that you did not increase your balance by playing but rather by making another deposit to the casino?

I don't understand this question. My final deposit was approximately the equivalent of $50 in ethereum at the time, and I did absolutely wager with this money where the balance eventually increased to $72, are you saying that instead I made further deposits to increase my balance to $72? If that's the case then heatscasino have fabricated my play/transaction history, and I would love to see the copy of what they sent you.

I hope my responses have addressed your questions. As an aside I have screenshots of other dubious behavior from heatscasino where they change bonus terms mid offer, I am happy to send this to you.

Essentially all I'm looking for is my deposit to be returned.

Dear waikika,

Thank you for your response. I am sorry for the delay and the questions you may have considered unpleasant.

I asked for more details and clarification, while I stuck to the information and details I received from the casino.

According to your transaction history, it appears that you repeated the process with deposits and almost immediate withdrawals with the last 2 deposits (approximately 900 and 50 USD), while there was a third deposit in a row (the last successful deposit of approximately $50, which you confirmed yourself above that you wanted to withdraw it too, but was not allowed to). If there were more days between the particular deposits, it does not mean it was completely alright to deposit and withdraw the funds within half an hour each time - depending on the way you played. Then, after you were informed about the suspicion regarding your transactions (April 12), it looks like you made another deposit of 20 USD, while there was an active balance in your account, or at least there was an attempt to deposit, but for an as-yet-unknown reason, it was unsuccessful. I sincerely believe that you understand it raised a suspicion that your last deposits did not have to be made with intention to play. Depositing and withdrawing almost the same amounts from the casino without enough play (waiting for more details from the casino), while withdrawals are requested several minutes after deposits, does not look like regular play.

However, based on the information in your last post, I reviewed the data from the casino once again, and I found a few inconsistencies there compared to your explanation, as well as compared to the casino's clarification. Therefore, I will ask the casino for more details, especially regarding your gameplay and transaction history. Some things are still a bit unclear, and we will need to dig into it further to assess the circumstances sufficiently on our side.

As for the casino's AML rules - although the part you referred to is not completely alright, we are talking about standard mandatory requirements for the deposits (players are obliged to wager deposits for a specific number of times), and I could not find a complaint where the casino would have used it against player and confiscated their funds unfairly or where they were unable to follow our recommendation on how to address it. Online casinos usually charge fees for withdrawals of the funds that were not sufficiently put into play, and to be honest, I cannot see a big difference between a deposit and a withdrawal without playing and a deposit and play without taking a risk of losing deposited funds (wagering a deposit at least for the requested number of times) to only withdraw them. But yes, of course, it depends on several factors, and as I mentioned, we will need more details/supporting evidence from the casino to review the matter sufficiently.

In the meantime, can you please describe the way you played (type of games and the tactic/strategy/bets) with your last 3 deposits?

Is it possible you made opposite bets to meet the mandatory wagering requirements for the last deposits and requested withdrawals right after?

Once I have anything relevant from the casino, I will inform you.

Thank you for your patience and understanding.

Dear Heats Casino Team,

I noticed you have not responded to my last email. Therefore, I reminded it a while ago, with another email and further questions.

Can you please look at my last 2 emails regarding the matter and provide me with the requested?

Thank you. Looking forward to hearing from you.

Hey Branislav,

Thank you for providing this information, our team would like to hear the reason for this user depositing and withdrawing the same amount without playing.

Kind regards,

Heats Casino

can you please describe the way you played (type of games and the tactic/strategy/bets) with your last 3 deposits

Again I do not have the benefit of accessing my account as it is blocked, so this is going off memory from now nearly 2 months ago.

my gameplay on the website either consisted of playing on slots, with using the buy bonus function. Or playing on blackjack. I did not use any minimum risk strategies. So for my last 3 deposits, my gameplay would have consisted of this.

i would also like to submit further evidence, if you would permit of the casino changing terms and conditions mid way through an offer on me, which prompted me to withdraw my deposit as I felt this was very unprofessional.

Greetings all,

Alright, waikika, thank you for the clarification. However, it is a bit difficult to believe you submitted an official complaint, but you do not remember how and what games you played at the casino. In addition, your response does not clarify my other questions or the situation sufficiently.

So, once again.

Is it possible you made opposite bets to meet the mandatory wagering requirements for the last deposits and requested withdrawals right after?

Also - what was the purpose of your registration and play at the casino, considering the repeated pattern of deposits with minimum or insufficient play and consequent withdrawals within a short period? It makes no sense to have a balance on a gaming account, but instead of leaving the balance untouched and continuing to play later, you withdrew the balance and deposited it later to play.

"Then, after you were informed about the suspicion regarding your transactions (April 12), it looks like you made another deposit of 20 USD, while there was an active balance in your account, or at least there was an attempt to deposit, but for an as-yet-unknown reason, it was unsuccessful."

• Can you also comment on this and clarify the reason behind this additional unsuccessful deposit?

Dear Heats Casino Team,

Although I understand the user's play aroused a suspicion on the casino's side, he basically has a point in claiming that he already has not access to his gaming account, and for now, the casino is the only one who can provide us with all the requested information/details/supporting evidence, which, by the way, I requested in my email sent to you at the beginning of June, which you have not sufficiently answered so far.

Therefore, even if we are waiting for more details from the complainant, please look at my last two emails regarding the matter, and provide us with the requested.

During the complaint resolution process, we require full cooperation from both players and casinos, and unresolved complaints are negatively reflected in casinos' safety indexes. Under the given circumstances and missing details/supporting evidence from the casino, I am not sure how you imagine further proceeding on our side, as you mentioned the complaint closure in your last email.

I will send you a new email as a response to your last email, to remind the case and the relevant communication.

Thank you for understanding. Looking forward to hearing from you with all the requested.

Branislav

Did you read my previous response? I did state which games I played. However in the avoidance of doubt. No, I categorically did not engage in any opposite betting strategy. I’m not exactly sure what this means. To be specific my gameplay consisted of blackjack and slot play. I’m not sure what else I can say about this? But please let me know you if you have more specific questions?

again you ask about my purpose of registration at the casino. I will re-iterate my earlier response. For recreational purposes, to enjoy online gambling, and to use an online casino that accepts cryptocurrency. I have no sinister intentions.

can I comment about on an unsuccessful deposit?

I deposit with cryptocurrency. Occasionally these transactions can be unsuccessful, whether the wrong address is placed or the transaction was stuck on the blockchain.

However I suspect in this case that I may have went to make a deposit and momentarily hadn’t realised there was a balance already on my account, hence not proceeding with the deposit. There were no sinister motives.

I have mentioned twice, which you’ve not acknowledged the casino changing bonus terms mid offer on me, which on one occasion made me withdraw my funds soon after depositing.

To answer this question from the casino.

Thank you for providing this information, our team would like to hear the reason for this user depositing and withdrawing the same amount without playing.

I maintain that I have deposited dozens of times on this site, and would play through my deposit. I disagree with the accusation that I am a serial depositer and instant withdrawer. The majority of my deposit and play through over the several months I have been a member at this website would support that I engaged in uncontroversial activity.

on the small number of occasions that I made a deposit and withdrew straight away, was either due to changing my mind on the day and not wishing to gamble, and there has been the occasion where the casino would offer a deposit bonus, however on depositing they would then not grant the deposit bonus, hence me wanting to withdraw my funds,

Additionally there has been the occasion where the casino changed bonus terms during a bonus offer, which again left a sour taste and prompted me to withdraw my funds. I will forward you an email regarding this Branislav

I have now remembered the events surrounding the $20 deposit attempt, and would like to slightly amend my response, I had suggested that it was to not realising that there was a balance active on my account. However, I have misremembered events and now remember that, prior to my account being blocked, withdrawal attempts had been blocked, and I wanted to check whether I had been blocked from all transactions I.e. withdrawals And deposits or just withdrawals alone, hence testing on the cashier if I was still allowed to deposit, I therefore set up to see whether I could deposit $20, I did not however proceed with this transaction and this is why it would show as incomplete.

Why heatscasino were still happy for me to make deposits instead of fully blocking all transactions I have no idea.

Thank you for your replies and the email, waikika.

Dear Heats Casino Team,

I am not sure how the user's replies changed the situation or our position (considering my last 2 emails and questions I asked you). I think that the additional information did not change the situation at all, and we are at the start again.

I would like to remind you that I am still waiting for the requested information/details/evidence via email.

Please note that it will be a month since I requested further things from the casino via email, and you have been ignoring it until now. In addition, I sent you another email, which you have not answered until now.

Therefore, please check my last 2 emails and provide me with all the requested, to finally move somewhere forward. Otherwise, I will be forced to think about the complaint closure; however, not in favour of the casino.

You could also explain how it is possible that the bonus terms and conditions changed during the user's gaming session with an active bonus, and it was automatically required that he should have played in accordance with the updated bonus rules that he never saw, and that were not available anywhere on the casino website. In addition, I checked the casino's Terms and Conditions, and I could not find anything like the rule for the minimum amount for a "bonus buy", which the user was informed about by the casino customer support representative. So, it rather looks like something was set up by the casino only on the complainant's gaming account. I recommend you go through the entire communication between the user and the casino CS, at least from the time he deposited $900 and played with a bonus.

If, after going through the entire communication, you claim that the casino's practices and the casino CS's way of communication are correct, transparent, and fair, then something is really not alright here. I even already mentioned it in one of my emails.

I would also like to mention one important thing. The disputed amount of the complaint is $72 (maybe it was a bit less or more), and if the casino decided to simply pay out this amount to the user and close his account forever after it, we would fully accept it, and the case would be addressed to all parties' satisfaction - provided that the casino has a problem to provide us with all the details and additional evidence requested via email...

Thank you. Looking forward to hearing from you via email with all the requested.

Hello,

We have decided the fund the user's account and close the complaint. Thank you for your time here.

Kind regards,

Heats Casino

Hi

i can see my account has reopened and there is the option to make a withdrawal. Before I withdraw I just would like clarification from the casino given all the above whether I need to wager this balance before withdrawing, and presumably once the withdrawal is done will the account then be closed again?

Just an update, I have had to resubmit kyc documents before I can make any withdrawal. I did this on Tuesday, waiting on the casino reviewing these documents.

Further update. Repeat KYC now completed and funds successfully withdrawn.

Greetings all,

Thank you both for your replies and updates.

What great news, waikika!

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your question regarding the status of your gaming account - since the casino has the right to close any account at any time, without providing a reason, and we would completely accept such a decision after their obligations were fully fulfilled (the remaining balance was paid in full), I strongly recommend you contact the casino customer service for more information about your account and its state or the casino's decision. If you get only insufficient/unclear/misleading information from the casino CS, I recommend that you not deposit in the casino anymore and stop playing there completely. Alternatively, you can ask for the account closure yourself. I would decide according to the information received from the casino CS.

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thank you very much, Heats Casino Team, for your help and cooperation, and especially for reconsidering your initial decision, which basically resolved the matter!

Best regards,

Branislav, Casino.guru