Heats Casino - La verificación de la cuenta del jugador está retrasada.

My verification has been pending for a week. I have contacted customer service and even raised a ticket and I’m either ignored or given a different reason for the delay everytime. It’s not like a want to withdraw a lot, I’ve wagered 100’s and happy to do so, would just be nice to know I could withdraw if I wanted to.

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.

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Hello,

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 are able to 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 advise which documents you have already provided and when exactly did you send 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

Dear taydan707070,

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.

Hello all,

The player was verified within our standard verification timeframe.

During the verification process, our team requested some additional information via email to complete the KYC review. The player responded to our request, and once the required information was received, the verification was completed without unnecessary delay.

At this time, the player's account has already been successfully verified, and the matter has been resolved.

For this reason, we do not understand why this complaint remains open, as the verification process was completed in accordance with our standard procedures and within our regular processing timeframe.

Should Casino Guru require any additional information, we will be happy to provide it.

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